AssuriCare — 0-to-1 Caregiver Platform
Turned EVV compliance into a human behavior problem, and built a 0-to-1 caregiver app that drove 60% fewer service calls and a $1M enterprise contract.
Compliance wasn't the problem. Misalignment between regulation and human behavior was.
60%
reduction in customer service calls
35–40%
drop in EVV-related failures
$1M
first enterprise contract secured
The Problem
Federal EVV mandates were failing in the real world. Caregivers worked in unpredictable environments, late starts, connectivity gaps, interrupted visits, and the rigid system couldn't accommodate any of it. The result: missed compliance checks, delayed caregiver pay, and rising support costs.
My Role
- Led end-to-end UX strategy and execution
- Partnered with product, compliance, and engineering leadership
- Defined system-wide simplification approach across three portals
- Drove alignment across stakeholders with competing priorities
What I Did
Reframed EVV as a flexible system
Shifted from rigid step-by-step flows to adaptable workflows designed for real-world variability, late starts, connectivity issues, interruptions. Early sketching sessions exposed where the compliance model broke down against actual caregiver behavior.
Captured EVV in-app — eliminating the home phone dependency
The existing system required caregivers to use the client's landline to verify visits, a major failure point in modern homes. I designed voice capture directly in the app, making EVV compliant, reliable, and independent of the client's infrastructure.
Reduced failure points in the check-in flow
The check-in screen was designed to stay clean and focused at the surface, with deeper shift, pay, and client information readily accessible. Fewer decisions at the critical moment meant fewer errors and faster task completion.
Balanced compliance with usability at every surface
Worked closely with compliance stakeholders to ensure every regulatory requirement was met, signatures, disclosures, ADL confirmations, without turning the experience into a compliance checklist. The result: caregivers trusted the system enough to use it correctly.
Built three connected portals as a unified system
Designed the Agency Portal, Client Portal, and Caregiver App as a cohesive system, not isolated tools. Reducing cognitive load across all three user types meant the right information reached the right person at the right moment.
Design Decision
Caregivers wanted a scheduler, an hours counter, and per-shift earnings visibility. We cut all three from the initial launch. The agencies and registries were our paying customers, so we indexed on their needs first, compliance visibility, visit verification, payroll accuracy. It was the right call commercially, but it cost us caregiver trust early on. We won it back post-launch by shipping their features. Leading with the business didn't mean abandoning the user, it meant sequencing correctly.
Outcome
Improved security and compliance confidence led directly to AssuriCare's first $1M enterprise contract. The platform reduced operational friction across all three user types and gave the business a credible, scalable product to take to market. Customer service calls dropped 60%. EVV-related failures fell by 35–40%. Caregivers trusted the system. The business grew.