Bindr
Helping care homes manage online and in-person inquiries effortlessly, saving time while boosting occupancy and streamlining operations.
Overview
I designed Bindr, an all-in-one CRM for care homes, streamlining online and in-person inquiry management. The solution increased operational efficiency by 200% and helped care homes maximize occupancy rates across multiple facilities.
Website: bindr.care
I designed Bindr, an all-in-one CRM for care homes, streamlining online and in-person inquiry management. The solution increased operational efficiency by 200% and helped care homes maximize occupancy rates across multiple facilities.
Website: bindr.care
Role
Research, MVP branding, UIUX, Interaction Design, Visual Design, Prototyping, Webflow Development
Stats
25+ care homes onboarded, 1000+ inquiries managed monthly, 30% increase in occupancy rates within the first 6 months.
Timeline
Jul - Nov 2021
Research, MVP branding, UIUX, Interaction Design, Visual Design, Prototyping, Webflow Development
Stats
25+ care homes onboarded, 1000+ inquiries managed monthly, 30% increase in occupancy rates within the first 6 months.
Timeline
Jul - Nov 2021
HIGHLIGHTS
A CRM that helps care homes manage occupancy by streamlining inquiries and maximizing efficiency.
KEY METRICS DASHBOARD
Streamlined data and insights
The overview dashboard uses interactive charts and tables to give care managers a clear view of key data. It helps them track transactions, performance trends, identify gaps, and make data-driven decisions to improve care home operations and occupancy.
- Income and expense tracking
- Bed occupancy monitoring
- Growth and performance insights
FILTERS
Smart enquiry management
with advanced filters
with advanced filters
To simplify enquiry management, I designed an intuitive form that allows care managers to effortlessly register and track incoming enquiries. This streamlined process ensures all inquiries are captured and organized for efficient follow-up.
- Clear and user-friendly input fields
- Status tracking for efficient follow-up
- Search option for multi-option menus
- Centralized overview of all registered enquiries
CREATE AN ENQUIRY
Creating enquiries made easy
To simplify enquiry management, I designed an intuitive form that allows care managers to effortlessly register and track incoming enquiries. This streamlined process ensures all inquiries are captured and organized for efficient follow-up.
- Clear and user-friendly input fields
- Status tracking for efficient follow-up
- Search option for multi-option menus
- Centralized overview of all registered enquiries
ENQUIRY DETAILS
Easily manage enquiry details
The enquiry details page makes managing enquiries simple and efficient. Create and complete tasks, set reminders, send emails, log calls, schedule meetings, and add documents and notes—all in one place.
- Task management and reminders
- Embedded email and call logging
- Simple scheduling of meetings and follow-ups
- Document and note attachments
CONTEXT
Bindr is a CRM that streamlines enquiry management for care homes, boosting occupancy and reducing revenue loss.
The idea for Bindr came from individuals with firsthand experience in the UK care sector. Care homes often face challenges like lack of visibility into accommodation readiness, unclear move-in and move-out processes, and financial pressures from empty rooms. Bindr streamlines enquiry management, helping care home staff convert enquiries into residents, optimize occupancy, and reduce revenue loss.
I collaborated closely with the Project Manager, participating in discovery, UX research, user interviews, and usability testing. I also worked with the founders, marketing team, developers, and QA engineers to ensure precise design execution.
THE PROBLEM
Care managers struggle to efficiently manage enquiries and occupancy, leading to missed opportunities and revenue loss.
52% of respondents to Care Trends Report told that a lack of visibility of property readiness for move-ins cause difficulty.
52% of respondents to Care Trends Report told that a lack of visibility of property readiness for move-ins cause difficulty.
Care homes faced challenges with occupancy management
Care managers often have difficulties in managing enquiries and maintaining optimal occupancy:
- Lack of visibility: Without full visibility of occupancy levels and prospective service users, care homes can't be sure they are meeting their full potential.
- Unfilled beds can mean you are missing out on possible income and may even lead to fines.
- Communication struggles: Care homes often lose contact with local authorities or private funders because they can't effectively track the initial point of contact.
Emerging opportunities
Opportunities lie in improving occupancy tracking and communication.
- What if a care business management solution provided real-time visibility into occupancy levels and service users?
- What if care homes could track and manage contacts with funders, ensuring no opportunities were missed?
THE CHALLENGE
Create a single platform to easily manage and convert all digital & offline resident enquiries in order to save time and maintain full occupancy.
RESEARCH SUMMARY
Clearing the fog - understand the needs
Clearing the fog - understand the needs
- Assumptions
mapping - User
interviews - Competitor
analysis - Affinity
mapping
ASSUMPTIONS MAPPING
Initial assumptions by Lean UX
We started with a kickoff meeting to outline our ideas about desirability, feasibility, and viability. This helped us identify the most critical risks and focus our experiments on the product’s key areas.
USER INTERVIEWS
Care managers struggle to manage enquiries, resulting in missed opportunities and reduced occupancy.
Interview goal: Determine if staff would find value in using a centralized system to access all critical information about occupancy in one place.
I interviewed representatives from 9 of the UK’s largest care home groups to identify the challenges they currently faced and opportunities for software to solve them.
I interviewed representatives from 9 of the UK’s largest care home groups to identify the challenges they currently faced and opportunities for software to solve them.
- How many homes do you manage enquiries for?
- How many new enquiries on average come through to you each week?
- What is the most challenging part of managing an enquiry through to admission?
- How do you stay on top of your enquiries each day and know what needs to be done next?
ANALISYS
Affinity mapping
Initial research uncovered opportunities like better enquiry logging, automated follow-ups, and simplified interfaces. For the MVP, I prioritized enquiry adding, bed visibility, and follow-up processes, aligning with user needs and business goals.
TAKEAWAYS
Key insights
Penalties care managers face due to empty property puts pressure on their finances.
Dealing with email enquiries is not the easiest as responses from enquirers are not always timely or guaranteed.
Care home managers want senior management to see the good work they do without being distracted with emails asking for where things are.
It's challenging to plan ahead so that they are reminded to contact the right people at the right times.
Care home admins have diverse levels of tech proficiency, with some requiring interfaces that are simpler and more intuitive to navigate.
Limited visibility into occupancy trends and resident needs can hinder proactive management and decision-making.
It led to - North Star design principles:
Instant Visibility
Real-time insights into key metrics data on occupancy levels to minimize missed opportunities.
Resource Management
Tools that give a holistic view of the organization, allowing optimal resource allocation.
Room Availability
Clear visibility on room status and maintenance needs.
Product Excellence
Overdeliver with design.
Real-time insights into key metrics data on occupancy levels to minimize missed opportunities.
Resource Management
Tools that give a holistic view of the organization, allowing optimal resource allocation.
Room Availability
Clear visibility on room status and maintenance needs.
Product Excellence
Overdeliver with design.
USER FLOW CHARTS
Setting up the structure
I established the design direction by integrating research insights with business objectives and technical considerations. Flow diagrams were created to define user journeys, ensuring a cohesive and intuitive experience.
WIREFRAMES
Ideas to action
I sketched countless ideas and brainstormed various possibilities with my product team and created low-fidelity wireframes and prototypes to test. The outcome was four distinct views: enquiry list, enquiry details, timelines, reports.
VISUAL DESIGN
A modular design system
Bindr Design System was built to accommodate scalability, so components can work well alongside each other, at the same time, render well on various device resolutions.
BRANDING
MVP branding
I developed sleek, modern branding to give the product a polished look while ensuring it aligned with industry norms. Research showed that familiarity was key for our audience, so the design balanced innovation with recognizability.
The logomark symbolises letter B in the word "Bindr" and the clips of an actual binder (an item that is commonly used in care homes to keep track of enquiries).
FINAL DESIGNS
Final designs
Bindr is live and operating in 20+ care homes
Bindr today
Cool new startups want to integrate with Bindr
The biggest care home in the UK (360+ homes) wants to integrate with Bindr
And most importantly, its current users love using Bindr
