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, and a key constraint.
My contribution
My role centered on understanding the business logic of CAPABLE and designing the service extension, conducting expert interviews and secondary research to ground the work, and leading the development of the service blueprint.
What we aimed to solve for?
1
Unlocking government funding
through home 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.
Service Blueprint
We build the service around home assessment, the critical first step that
informs everything downstream, from care planning to contractor matching.
Approach
DISCOVER
Systems Mapping
Secondary Research
2 Expert Interviews
DEFINE
Journey Mapping
Persona Development
Service Blueprint
DEVELOP
Rapid Prototypes
Current State Journey
The existing journey put the burden on families to know
care-planning and eligibility rules upfront.
Understanding Extreme Users
Families on housing support had to navigate additional eligibility criteria to secure services.
We conducted a systemic analysis of rental housing schemes and vouchers to understand extreme users, informing our service design and surfacing the challenges of working with rental homeowners.
Key insights
Quality of decision-making around home
modification depended
on these factors.
Just as the family decision drivers shaped the service, the existing business model, built on referral system and Medicaid funding, was a key factor we weighed in restructuring the business model.
Concept Design
A service concept that helps families understand their homes and find the right support.
Feature 1
Home visit & expert advice
Families begin with limited awareness of what modifications are possible. A home assessment across 3–4 expert visits, with direct access to the expert for advice along the way through the app.
Feature 2
Full medical report
Families caring for children with medical complexity often struggle with the financial burden. A complete home assessment report gives families the paperwork they need to access financial support
Next Case Study
Research through
visual modelling
Using design research to scale an evidence-based program across the
United States.
Visual Design
Design Research
Systems Mapping