DesignDiverso

BACKGROUND

Please describe your company and position.

I am an executive at Humble Hearts Caregivers

Describe what your company does in a single sentence.

Humble hearts caregivers provides compassionate, personalized home care services to individuals who need support with daily living while remaining in the comfort of their own homes. 
Our services include personal care assistance, companionship, respite care, support with daily activities, and other non- medical home care services tailored to each client's individual needs.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire DesignDiverso to accomplish?

• Replace our existing EMR system with a custom platform tailored to our operational and caregiver workflows.
• Reduce administrative workload and improve efficiency across scheduling, payroll, caregiver management, and reporting.
• Strengthen compliance, data visibility, and usability while supporting reliable adoption across our care team.

SOLUTION

How did you find DesignDiverso?

Referral

Why did you select DesignDiverso over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from DesignDiverso were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

DesignDiverso managed the end-to-end design and implementation of a custom EMR and operational management platform to replace our previous system. The scope began with discovery, workflow analysis, and UX research to understand the needs of administrators, caregivers, and day-to-day care operations. Key deliverables included a centralized system for patient and caregiver management, scheduling and operational workflows, GPS-based caregiver check-in and check-out, plans of care, payroll workflows with variable pay rates, compliance tracking, reporting, and role-based access controls. They also provided information architecture, UX/UI design, interactive prototypes, system configuration and customization, data and workflow structuring, QA and testing, implementation support, and security-focused features such as access controls, two-factor authentication, audit logging, and session management. The project was delivered as a tailored operational platform designed around our actual workflows rather than a generic off-the-shelf system.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project delivered clear improvements across our day-to-day operations. The new platform achieved full team adoption within the first 30 days, reduced payroll processing time by approximately 70%, and significantly decreased the amount of manual administrative work required across caregiver and patient management. We also gained better visibility into caregiver activity through GPS-based check-in and check-out, more consistent management of plans of care and compliance-related records, and a more structured process for payroll and QuickBooks exports. Overall, the platform reduced operational friction, improved oversight, and gave us a much stronger foundation for managing and scaling our care operations

Describe their project management. Did they deliver items on time? How did they respond to your needs?

DesignDiverso managed the project in a structured and collaborative way, with regular communication and clear visibility into progress. They took the time to understand our operational needs and were very responsive when requirements evolved or new priorities emerged. Key deliverables were completed on time, and when dependencies or technical challenges arose, they communicated them clearly and worked with us to find practical solutions. What stood out most was their flexibility and responsiveness. They listened to feedback from both our administrative team and end users, adapted the platform where needed, and remained proactive throughout implementation and testing.

What was your primary form of communication with DesignDiverso?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most was their ability to understand our operations beyond the technical requirements. They took the time to understand how our caregivers and administrative team actually worked, identified friction in existing processes, and translated those needs into a practical system. Their combination of UX/UI expertise, operational thinking, and technical execution was particularly valuable. They did not simply build what we initially asked for; they challenged assumptions, suggested better approaches, and helped us create a platform that was genuinely tailored to our organization.

Are there any areas for improvement or something DesignDiverso could have done differently?

The initial discovery and requirements phase was more detailed than we originally expected, and at times it required significant input from our team. However, in hindsight, that level of detail helped prevent misunderstandings later and resulted in a platform that was much better aligned with our actual workflows. A slightly clearer overview of the time commitment required from our team at the beginning would have been helpful.