Mapping the Invisible : Service Blueprint for Home-Based Care Services
A service designed to streamline home modification for caregivers, from home assessment to verified support.
Prototyped using an AI workflow
8 weeks
Qualitative Researcher
Service Designer
Persona, Journey Mapping, Service blueprinting, Rapid
Prototyping
Team
Roles
Tools
Duration
Akshay Pagar
NestAble is a service that helps families assess and find home modification support tailored
to their home ownership.
Project Overview
Nearly 3 million families rely on their homes to deliver intensive daily care for children with medical complexity, yet no service exists to guide them through this journey.
The project set out to understand the systemic barriers families face in accessing home modification; and resulted in NestAble, a mobile service guiding caregivers from home assessment to verified modification support.
We found that the home modification journey was very fragmented, with no centralized information or support.
What we solved for?
HMW support caregivers across their home modification journey as they transition from hospital to home?
Key Challenges
Scaling an evidence-based program
CAPABLE is an evidence-based program that wanted
to scale its services to more families.
Homeownership Status!
Rental status added a critical barrier to home modifications, requiring intentional design.
My contribution
My role was to help the team understand why non-members weren't engaging uncovering the barriers, shopping behaviours, and brand perceptions that directly shaped the kiosk features.
Service Blueprint
Building around home assessment, the critical first step that informs everything downstream,
from care planning to contractor matching.
1
Unlocking funding through structured assessment.
Home assessment documents help families understand their needs and serves as critical documentation for securing funding opportunities.
2
Reducing readmissions through physician guidance.
By embedding certified nurse guidance into the assessment, we seized the opportunity to address readmission rate with clear plan.
Approach
User Experience Strategy
Developed a experience strategy to drive loyalty conversions earlier in the user journey.
User Research
Defined two user profiles to ground use cases and address core user expectations and needs.
Rapid Prototyping (Claude Code)
Developed the kiosk interaction flow, developing a new experience for a kiosk context.
Research Findings
The current journey requires caregivers to navigate approval
timelines, delaying critical home modifications.
Research Findings
Among non-members, 71% visited CVS just 1–2 times in 6 months,
and were neutral towards Extra Care's value
-Based on our survey.
"They look like there's only one register open. If I register, how long do people behind me have to wait?"
1
Unclear discharge instruction can lead
to unneccessary hospitalization days
2
CVS interactions shaped users' perception around sign ups.
3
Fear of spam and data privacy issue made users reconsider sign-up