National Church Residences

National Church Residences is an innovative and forward-thinking provider of caregiving services to seniors, employing hundreds of caregivers throughout the US.

What happens in those first 90 days that makes caregivers quit?

By mapping the caregiver hiring journey in a Service Map, we identified knowledge gaps in the caregiver’s experience that we needed to explore further in our focus groups.

Our focus groups consisted of employees in multiple different roles—caregivers, hiring managers, recruiters, and trainers—to gain a more holistic view of the caregiver hiring process.

The research revealed 17 unique opportunities for improvement within the caregiver hiring journey.

Research revealed misaligned expectations about the difficult realities of a caregiving job. Caregivers felt like they weren’t being prepped for this wake up call before it was too late.

Additionally, caregivers felt that the hiring process was overwhelming, unapproachable, and they felt unsupported throughout.

The future is focused on empowering caregivers to provide seniors with quality care.

Our final deliverable consisted of a roadmap of seven initiatives—ranging from adjusting internal processes to building digital products—all focused on addressing the opportunities found in our focus groups. Through this project, we were able to identify how issues throughout the caregiver journey had a deeper impact on the organization as a whole. National Church Residences will use this deliverable to align other key stakeholders on steps forward.

National Church Residences is answering the call for our aging seniors.

What we delivered to National Church Residences:

Customer Journey Development

Service Journey Workshop

Ideation & Strategy Workshop

Focus Groups

Experience Assessment

Service Journey Workshop

Service Journey Workshop

Focus Groups