Guardian
State of California – Community Care Licensing
The Challenge
Our Design Team was tasked in using Human-Centered Design to persuade more care agencies to initiate their own applications for background checks using Guardian, with a goal of 70% adoption rate state-wide.
Research identified two main areas of improvement for Guardian: user experience and communication. While users appreciate Guardian’s speed and efficiency for standard background checks, they find the interface clunky and difficult to navigate. Additionally, frustration arises from slow response times on inquiries and a lack of clear information about application status and exemptions. This lack of transparency is leading to lost applicants and overall dissatisfaction with the system.
The Solution
Building on the user feedback, the solution prioritized clear communication and building user confidence. Budget limitations meant no software changes or creating new jobs, so a multi-pronged approach addressed key pain points.
First, a user-friendly flowchart and a simple tracking tool (like an Excel sheet) offered a clear visual guide and progress tracking for the exemption process. This established a common language and eliminated confusion. Second, an automated email response ensured consistent communication and set expectations for response times.
Finally, the solution capitalized on existing Foster Family Agency processes. Recognizing the duplicate effort in collecting arrest records, we highlighted the opportunity to share their existing records, streamlining the exemption process for Resource Family Approval (foster family) applicants. This combination of low-tech and high-tech solutions, implemented within existing workflows, addressed user needs without extensive software modifications.
Insights
User trust is undermined by CCL when they tell agencies to upload exemption documents to Guardian AND to email them to make it “easier to access”.
CCL doesn’t seem to have a standardized method of communication with users.
The RFA process is completely different from any other program.
Users are frustrated by the
“In Process” status in Guardian. They want more information about where an exemption is in the process.
User Feedback
Exemption Flowchart
“Simplified & straightforward.”
— Evelyn M. – Director, Retirement Community
“This helps visually show how lengthy the process actual is. The more transparency the better.”
— Graceanne, Foster Family Agency
Tracking Tool & Auto Reply Email
“So simple!”
— Cory F., Director, Assisted Living Community
“This would be helpful so we don’t have to guess.”
— Evelyn M. – Director, Retirement Community