Mable connections
Guiding new clients to find their first support worker.
Mable is reimagining aged care and disability support for Australians.
Challenge
Only around 14% of new clients who sign up to Mable will get to a first session with a support worker.
Objectives
Increase the number of new clients booking their first support session on Mable.
Reduce funnel drop-offs from client sign-up to first support session.
Remove design and technical debt from Mable’s inbox experience.
Reduce the number of workers taking clients off platform.
Role
Product Design Lead
When
2024 – current
Team
Connections Squad: Product Manager, Engineering Manager, and a delivery team of engineers.
Discovery
Data analysis highlights
35% of clients who sign up to Mable leave after their first logged-in session and never come back.
New clients who share their needs on Mable and receive 1+ support worker applications are 20-30% less likely to reach a support session than an experienced client.
New clients who try to move forward with a worker who is also new to Mable only reach a support session taking place ~2% of the time.
Funnel analysis shows key drop-off points throughout the flow, as well as many clients clicking in and out of flows and circling back.
Clients who receive 5–10 applications from workers are most likely to reach a support session, clients who receive 15+ are much less likely to reach a session.
“If I’m new to Mable it’s intimidating and overwhelming to have a lot of applications and I’m on a time limit to reply.”
How do clients assess worker applications?
It varies enormously depending on the person, but there are some patterns and themes that can inform design.
Workshop graphics illustrating how the importance to a client of objective and subjective support worker traits varies by support type. These insights can help us guide clients to book workers by highlighting key worker information based on segment and service needs.
Outcomes (so far)
This project is currently in progress with phased delivery and continuous discovery cadence.
Increased first sessions for target cohort
For clients where application restrictions have been applied for hard requirements, there appears to be a 4% increase in first sessions with a worker (data is maturing).