Better Handoffs Between Shifts – Feature Case
Bringing clarity and continuity to feedback across teams
Role
Lead Product Designer
Industry
Health
Duration
2 month
On the enterprise platform at MyCareforce, we noticed that institutions were misusing the "report a shift" feature to leave internal notes about professionals — things they did well, things they didn’t. This indicated a gap in the experience: there was no dedicated space for qualitative context, making it harder for teams to keep track of past interactions or performance insights.
This case study explores how we approached, designed and scoped the "Add Notes" functionality for healthcare institutions.
Problem
There was no way for teams to store informal feedback or context about professionals directly on their profile. As a workaround, institutions were using the shift report flow — which is meant for operational issues — to leave internal comments. This not only polluted reporting data, but also fragmented communication and reduced traceability.
Goals
Allow institutions to store contextual notes about professionals
Support both shared and private notes within a unit
Keep the experience lightweight and intuitive within the current UI
Lay groundwork for future features (like tagging users or attaching files
On the enterprise platform at MyCareforce, we noticed that institutions were misusing the "report a shift" feature to leave internal notes about professionals — things they did well, things they didn’t. This indicated a gap in the experience: there was no dedicated space for qualitative context, making it harder for teams to keep track of past interactions or performance insights.
This case study explores how we approached, designed and scoped the "Add Notes" functionality for healthcare institutions.
Problem
There was no way for teams to store informal feedback or context about professionals directly on their profile. As a workaround, institutions were using the shift report flow — which is meant for operational issues — to leave internal comments. This not only polluted reporting data, but also fragmented communication and reduced traceability.
Goals
Allow institutions to store contextual notes about professionals
Support both shared and private notes within a unit
Keep the experience lightweight and intuitive within the current UI
Lay groundwork for future features (like tagging users or attaching files
Research & Insights
This wasn’t a request uncovered through formal research, but rather through repeated feedback passed from support and the operations team. Once identified, we worked with product to define the scope and technical constraints.
Two privacy models were introduced:
Internal Notes: Visible to all users within the same unit
Private Notes: Visible only to the person who wrote them
Design
The professional profile had to be restructured to make room for this feature. I redesigned the page layout to introduce a stats section (aggregating shift data and performance) and a notes module.
Since there were no existing patterns to support this kind of interaction, all components and logic were designed from scratch, using our design system foundation as a base.
Challenges
Adapting the feature to a UI that wasn’t originally built for it
Ensuring visibility rules were clear and respected across user types
Avoiding over-designing for a first iteration while leaving room for scalability
A planned feature — tagging users in notes — was postponed due to development complexity, but scoped for the next iteration.
Collaboration & Delivery
I worked closely with our Head of Product to align scope and prioritisation, and with the engineering team to validate feasibility early. Communication was fluid, with feedback loops built into the process.
The feature is currently in development, with usability testing already conducted on early prototypes. Feedback was positive, particularly around the ability to differentiate between private and shared notes, and the clarity of the new professional profile layout.
We made sure the experience wasn’t just designed — it was shared and understood.
Each user story was handed off with detailed documentation, flows and UI notes to guide implementation and ensure clarity.
Below is an example of one of those handoff packages, where we break down edge cases, design rationale and usage logic — making it easier for developers to bring the vision to life with confidence.
Challenges
Adapting the feature to a UI that wasn’t originally built for it
Ensuring visibility rules were clear and respected across user types
Avoiding over-designing for a first iteration while leaving room for scalability
A planned feature — tagging users in notes — was postponed due to development complexity, but scoped for the next iteration.
Collaboration & Delivery
I worked closely with our Head of Product to align scope and prioritisation, and with the engineering team to validate feasibility early. Communication was fluid, with feedback loops built into the process.
The feature is currently in development, with usability testing already conducted on early prototypes. Feedback was positive, particularly around the ability to differentiate between private and shared notes, and the clarity of the new professional profile layout.
We made sure the experience wasn’t just designed — it was shared and understood.
Each user story was handed off with detailed documentation, flows and UI notes to guide implementation and ensure clarity.
Below is an example of one of those handoff packages, where we break down edge cases, design rationale and usage logic — making it easier for developers to bring the vision to life with confidence.
Outcome
Although the feature is still under development, early usability testing has shown positive reactions — particularly around clarity and ease of use.
We expect this feature to:
Reduce misuse of the shift report tool for internal notes
Help teams retain important context across shifts and professionals
Improve communication between multiple users managing the same professional
The redesign of the professional profile page also sets a cleaner foundation for future features — such as evaluation history, tagging or shift-specific feedback.
A small addition with high operational impact — designed to support continuity, reduce friction, and bring meaningful context to team workflows.
Outcome
Although the feature is still under development, early usability testing has shown positive reactions — particularly around clarity and ease of use.
We expect this feature to:
Reduce misuse of the shift report tool for internal notes
Help teams retain important context across shifts and professionals
Improve communication between multiple users managing the same professional
The redesign of the professional profile page also sets a cleaner foundation for future features — such as evaluation history, tagging or shift-specific feedback.
A small addition with high operational impact — designed to support continuity, reduce friction, and bring meaningful context to team workflows.