Product Case Study

Deep UX Research into Backup Respite Care for Home Caregivers

Led in-depth UX research on backup respite care, delivering insights to shape Carina’s caregiver-first platform.

Product Case Study

Deep UX Research into Backup Respite Care for Home Caregivers

Led in-depth UX research on backup respite care, delivering insights to shape Carina’s caregiver-first platform.

Product Case Study

Deep UX Research into Backup Respite Care for Home Caregivers

Led in-depth UX research on backup respite care, delivering insights to shape Carina’s caregiver-first platform.

“Kate left no stone unturned. She uncovered insights we hadn’t even considered and translated them into features that made us rethink what was possible. Her impact was foundational.”

Biz/Org

Carina

Year

2024

Social Impact

UX Research

Project Overview

Carina and Washington Medicaid needed deep, user-led insights to guide the creation of a new digital respite care matching platform. I led an emotionally complex, multi-perspective research initiative to center the lived experiences of caregivers, providers, and system administrators.

  • Conducted 1:1 interviews with unpaid caregivers, care workers, and state partners

  • Created detailed personas and emotional journey maps across all user types

  • Delivered a 28-page research synthesis with prioritized product recommendations

  • Used storytelling and quotes to amplify voices typically left out of product strategy

  • Embedded trauma-informed design principles to influence tone, features, and flows

Project Goals

How might we help unpaid caregivers of medically fragile people find the right support—without guilt, overwhelm, or fear?

Most existing tools treated respite care as a scheduling problem. But in reality, caregivers faced trust issues, burnout, and emotional hurdles before they even logged in. Our goal was to deeply understand these blockers—and design for dignity from the start.

  • Identified psychological and practical barriers to accessing state-supported care

  • Balanced Medicaid requirements with lived experience and emotional nuance

  • Positioned MVP features to build trust and reduce friction (e.g., provider filters, secure messaging)

  • Elevated caregiver stories as essential design inputs—not edge cases

Challenges

  • Sourcing emotionally vulnerable stories with sensitivity and respect

  • Designing for trust in a context defined by burnout, fear, and overwhelm

  • Navigating Medicaid policy constraints while honoring real user behavior

  • Lack of prior digital infrastructure meant starting from zero, conceptually and structurally


Solutions

  • Designed and facilitated a full research program: recruitment, guides, interviews, synthesis

  • Built shared understanding through cross-functional presentations and design artifacts

  • Created modular research outputs to inform phased MVP development

Outcome & Impact

  • Delivered a comprehensive insights report that served as the foundation for MVP planning

  • Guided Carina and WA Medicaid to focus on emotionally resonant, modular features

  • Aligned cross-functional teams around a shared understanding of caregiver needs

  • Helped secure buy-in for a product direction rooted in empathy, safety, and real impact