Improved Trust and Safety in Home Healthcare
Designed a platform that connects NHS patients to private nurses at home.
Context
About
Mynursetogo is an early stage health startup, with goal to fill the gap of long waiting period for patient in UK and at the same time empower nurse.
Challenge
As a solo designer, I was tasked to design an app where user can book nurse from home, where the biggest challenge was huge mental model, safety and trust building in the platform with just team of two.
Impact
100+ signups from patient and nurses.
Identified transparency in pricing as a major trust factor and key for retention.
My role
UX design, UI design
Team
Product Designer (me), Founder (NHS Nurse)
Timeline
4 months
🎯 It was never about replacing NHS
7.4 million patients are waiting for planned care up to 9 months in NHS, and nurses are burning out.
Options outside the NHS are thin, and appointment waiting period is high. Private hospitals are expensive and there's no simple way to access a qualified nurse without going through an overwhelmed system.
Nurses are overworked and under-resourced, struggling to deliver consistent in-home support.
Goal is to bridge this gap by exploring ways to make healthcare more accessible, continuous, and focused on the patient's needs, especially during the waiting periods.
Current status
We validated product-market fit and generated early qualified leads by launching a lightweight waitlist experience before committing engineering resources.
The initial launch focused on validating demand and building investor confidence before committing engineering resources.
100+ signups
Nurse sign-ups in first month demonstrating measurable demand before product launch.
↗ Trust
The website became a centralised trust and acquisition layer, improving brand perception.
Booking app was not the solution!
Field research with nurses changed the direction completely. What looked like a matching problem was three overlapping problems:
What we are actually trying to solve : trust, transparency, safety
#1 Money transparency is tie-breaker
During research, a nurse said it -
When I was working at X, I found out that the patient paid £100, and I only got £27. That's crazy; my effort, travel, petrol, and time all for just £27!
This gave me insight that earnings transparency isn't a feature, it's retention. Money transparency is tie-breaker on whether a nurse will stay on the platform. Not the work. Not the patients. The number.
Earnings shown upfront, before a nurse accepts any job, not buried in a confirmation screen.
Trust and Safety
"I had a few complicated procedures to do. No support at all. You were just expected to know how to do it and do it."
Nurse safety: Emergency contact protocol if something escalates at a patient's home. Clear guidance on what to do in edge cases — so nurses aren't making clinical judgment calls alone in someone's living room.
Patient safety
Every nurse verified before going live: NMC registration, DBS Enhanced Check, professional indemnity insurance, and Clinical Safety Test.
When we realised trust and safety are big blockers, the founder took extra steps to learn the Clinical Safety Test process herself, which became the platform's baseline standard that competitors had skipped entirely.
💥 Founder did not prioritize user research and user testing
The conflict: The founder was concerned that user research and testing would expose the product idea to others before launch, leading them to avoid validating the concept with users.
What I did about it: Researched the problem, not the solution.
Learned user frustration through founder
My questions focused on NHS frustrations, what patients do while waiting, and how they feel when care isn't available. Problem-space only without sharing product idea.
📘 Learnings
Learning in ambiguity.
The project started without a clearly defined problem, metric, or scope. Instead of jumping into screens, I focused on reducing uncertainty through strategic decisions.
I reframed research around patient and nurse frustrations, which uncovered the real issues: trust, safety, and pricing transparency. Rather than building the full product immediately, we validated demand first through a waitlist launch.
