What was the scope of their involvement?
10Pearls supported our caregiving program. First, they designed and developed CareConnection, a web app that served as an online marketplace for caregivers. Ultimately, the goal was to really understand how we could get feedback from caregivers and also validate some of the assumptions that we had around whether it would be a viable solution for this target population, which we very much did. CareConnection was truly personalized to an individual’s experience. Users could log in and save information.
Then, 10Pearls built Caregivers in the Community, a mobile app on iOS and Android. One of the things that we heard a lot in our research was that caregivers felt really isolated in their role and that they wanted to share experiences with people who had similar experiences. 10Pearls worked with us on developing this app, which was focused on creating a peer community of caregivers where they could friend other caregivers, have video chats with those caregivers, and also read supportive educational content. 10Pearls handled the entire product life cycle, from whitespace to design and development to introducing it to market. We worked with them collaboratively in terms of design and user research, but they are very much responsible for the UI and the entire front- and backend experiences. They also worked with other vendors to enable things like messaging and calls.
We reached a point in that product journey where it was natural for it to mature beyond just connecting with other caregivers; AARP as an enterprise has quite a few offerings for forums, message boards, and ways for people to connect. The nonprofit had asked us to explore a new business opportunity, where we might connect products and services more closely to caregivers. The goal was really to bring a business case to the executive teams on AARP and ARP services to essentially move into diversifying our revenue. We believed that this application was an opportunity to do so. We explored product iterations and how to expand this product experience to its next version. 10Pearls was solely responsible for ongoing maintenance, development, and design work as needed. They were able, in a really effective way and from both technical and UX perspectives, to develop a new design for this application, which fundamentally changed the bones of the application. What was a social network became a really personalized education experience. The app also provided a way to connect with others, not necessarily in a one-to-one capacity or a messaging forum capacity, but in a format that they could find social proof against products and services.
Despite the fact that both of the solutions I'm talking about are not live today, there was a tremendous amount of research done on both of these digital solutions when they were live, and 10Pearls was exceedingly helpful in helping us validate those assumptions.
What is the team composition?
By this point, we’d worked with 10Pearls for over three years, so we worked with quite a few of their team members. In my time, I worked with two main points of contact, one based here in the US and then another in Karachi. My point person here was the main project manager and supported a lot of the coordinating, both on the design and development front. We would talk about what the business need was, and then he would pull the right resources together to execute.
I also met with several of the design team members here, but as we moved from just an application that focused on social connection and started to bring in the idea of how we might connect products with these caregivers and improve the experience as a result. I also worked with several UX designers and members of the UX team based in this area.
How did you come to work with 10Pearls?
10Pearls was already working with ARP before I joined the company. Some of their team members had deep institutional knowledge from before I joined, which was great and really helpful in my onboarding into ARP.
How much have you invested with them?
For this work in 2019, my company spent a little over $200,000.
What is the status of this engagement?
I wasn’t at the organization when the collaboration began, but I assume it was around 2016. The work I was involved in was completed in December 2019.