Let's build the future of healthcare together

Let's build the future of healthcare together

Let's build the future of healthcare together

The Challenge

The Challenge

ConnectRN's core journey helped nurses find flexible work when and where they wanted. But the challenges nurses faced were not uncommon, and often very personal: a lack of available shifts, inaccurate pay, and a booking experience that felt more like a lottery than a marketplace. The mandate was clear: reimagine and innovate the platform so nurses could get the best experiences they deserved.

20+ features shipped.

20+ features shipped.

Since launch, all nurses booked work the same way: endlessly scrolling a list of shifts and applying to a bunch, hoping to get accepted. You don't book your Uber this inefficiently, so why should our nurses? It was time-consuming, ineffective, and demoralizing when most applications went unanswered. So we radically changed this process to give nurses the best chance to fill their schedule with shifts they actually wanted to work.

We did this by prioritizing their availability, surfacing the best-matched facilities, and filling schedules with speed. Validated by user research and backed by heavy investment in our Design System, the new experience transformed the relationship nurses had with the app.

Impact
Nurses who added availability were 88% more likely to apply, while 61% of nurses (and growing) browsed their matched shifts

Broken trust, fixed without stalling the roadmap.

One of the most loved and disliked features on the platform was Instant Accept. On one hand, nurses and facilities got staffed instantly. On the other, cancellation rates were high because the matches were not good. Nurses started avoiding Instant Accept shifts entirely because they no longer trusted the system. These were very real, very rational behaviors.

We devised a 3-phase now-next-later strategy to take an untrustworthy, manual process and turn it into an intelligent, automated power-feature, with room to pivot between releases based on user feedback.

Now
Nurses the scheduler loves get the shift first, restoring trust immediately with a human signal

Next
If unfilled, instantly book great nurses from the network, expanding fill rates without sacrificing quality

Later
Fully automated, no scheduler input needed, so schedulers spend less time at the computer, and more time on the business

One of the most loved, and disliked features on the platform is Instant Accept — on one hand, nurses and facilities get staffed instantly, but on the other hand, more shifts get cancelled because the matches were not good. It got to the point where nurses avoided Instant Accept shifts, because they no longer trusted the system. These were very real and rational behaviors.

We devised a 3 phase strategy, a now-next-later, to take an untrustworthy and manual process to an intelligent and automated power-feature with space to pivot between releases based on user feedback.

Now — the nurses who the scheduler loves get the shift first.

Next — if the shift stays unfilled, instantly book “really great” nurses in our network.

Later — automate the entire process without the scheduler needing to lift a finger — spending less time at the computer, and more time on the business.

One of the most loved and disliked features on the platform was Instant Accept. On one hand, nurses and facilities got staffed instantly. On the other, cancellation rates were high because the matches were not good. Nurses started avoiding Instant Accept shifts entirely because they no longer trusted the system. These were very real, very rational behaviors.

We devised a 3-phase now-next-later strategy to take an untrustworthy, manual process and turn it into an intelligent, automated power-feature, with room to pivot between releases based on user feedback.

Now
Nurses the scheduler loves get the shift first, restoring trust immediately with a human signal

Next
If unfilled, instantly book great nurses from the network, expanding fill rates without sacrificing quality

Later
Fully automated, no scheduler input needed, so schedulers spend less time at the computer, and more time on the business

Increased time-to-value with 4 phased releases.

One of the most sensitive moments in the user journey revolves around money. It is the nurse's livelihood, so it makes sense why they are so protective of their time and pay. A clunky, fraud-prone clock-in/out process directly impacted nurses' wallets and, until now, was handled quite literally by the nurse handing their phone to a supervisor for sign-off. When was the last time you gave your phone to a stranger?

Our research pointed to a QR code solution, but it forced us to be smart about rolling out a platform-wide change. We strategically designed what would have been a single monolithic rollout into 4 smaller releases, each one delivering standalone value for nurses and business impact for the company.

1. Printed QR code available at facilities
2. Nurse app scanning flow launched
3. Fraud detection signals integrated
4. Process optimized based on adoption data

Impact
High adoption of the printed QR solution from both facilities and nurses. The team then optimized CICO further to streamline the process. A success.

Think we'd be a good fit?

Book a discovery call and let's chat.

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Think we'd be a good fit?

Book a discovery call and let's chat.

Let's talk!

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