ADMR

Digitizing France’s largest home care network

As the sole designer within a design consultancy, I led the 0→1 UX/UI design of a unified digital platform for ADMR, France's largest associative home care network.

The project covered both a customer-facing portal and a mirrored back-office interface, harmonizing fragmented manual workflows across more than 3,000 local associations.

Shipped in 2021, the platform now serves 720,000 users and 94,000 employees and volunteers nationwide.

Shipped in 2022

monadmr.org

Client / Project Setup

ADMR

Industry

Home Health Care & Social Services

Date

2020

Timeline

8 months

Role

Solo UX/UI Designer

Team

Design consultancy at L'Atelier Universel, cross-functional multi-partner team. In collaboration with: Merlytech, Internet Evolution.

Platform

Web (Customer Portal + Back-Office)

Keywords

0→1

Healthcare Platform

Service Design

Accessibility

WCAG

Enterprise UX

Problem

Manual and fragmented operations limiting service efficiency across a national network

ADMR is France's leading associative home care network, operating through 94 provincial federations and nearly 3,000 local organizations. Supported by 100,000 employees and 105,000 volunteers, it delivers essential services to elderly, disabled, and vulnerable populations across France.

Hierarchical diagram illustrating the structure of the ADMR network, featuring local organizations grouped in federations and overseen by a central national entity.

Despite its scale and social importance, operations were largely manual and decentralized. Each association followed its own processes, resulting in inconsistent service delivery, administrative friction, and limited visibility for users.

There was no unified customer portal. Billing, scheduling, and service tracking relied on offline workflows, making it difficult for customers to interact with services and for staff to manage requests efficiently. The challenge was to harmonize thousands of local processes into a single coherent digital platform without erasing the autonomy of local organizations.

Photo by Centre for Ageing Better Unsplash.

UX Research

Mapping service complexity and user needs

User interviews and stakeholder sessions

Identified customer and staff pain points, operational constraints, and service expectations across different association contexts.

Ecosystem analysis

Mapped the complexity of ADMR's multi-entity structure to understand where workflow standardization was feasible and where local variation had to be preserved.

Persona development and scenario mapping

Defined representative cases and user profiles covering elderly clients, disabled individuals, families with children, and ADMR staff, each with distinct needs, literacy levels, and accessibility requirements.

User personas created to foster empathy for key users of the ADMR platform, including the elderly, disabled individuals, families, and young couples.

"I need my daughter to help me but I do not want her to have access to everything."

— Micheline / Elderly client, low digital literacy

"We handle requests by phone and paper. It takes too long and things fall through the cracks."

— Isabelle / ADMR association staff member

Key pain points

Disconnected journeys and operational friction

Disconnected digital experiences, limited accessibility, and process variability blocked user efficiency and clarity.

Process variability across entities

Each of the 3,000 associations followed its own workflow logic, making digital standardization a significant design and organizational challenge without removing local flexibility.

Manual processing dependencies

Offline steps for scheduling, request handling, and billing created delays, errors, and heavy administrative workload for staff with no digital tools to support them.

Limited accessibility support

Existing touchpoints did not adequately serve users with low digital literacy, visual impairments, or other accessibility needs, leaving ADMR's most vulnerable clients without adequate digital support.

Lack of transparency

Customers had no visibility into the status of their requests or upcoming interventions, creating uncertainty and repeated contact with association staff for basic updates.

UX Strategy

From fragmented workflows to a unified service platform

The strategy focused on harmonizing internal and external user journeys, aligning staff and customer needs, simplifying structures, and embedding accessibility principles throughout the UX.

How might we centralize communication and improve both customer experience and backstage operations?

Unified information architecture

Centralized structure for both customer area and back-office

Accessibility first

Emphasized WCAG compliance and support for varying digital literacy

Standardized service flows

Clear and intuitive digital flows for both staff and customers across entities

Transparency & feedback loops

Progress indicators and status tracking to reduce uncertainty

Iterations & Design Solutions

Designing an integrated customer and staff platform

Led the full design process from early workshops and card sorting through to final UI and developer handoff, as the sole designer on a multi-partner project. The work covered the complete dual-sided experience: customer portal and mirrored back-office, built in tandem to ensure operational continuity at every touchpoint.

Card sorting informed IA

Ran collaborative card sorting workshops with staff and users to build both information architectures from scratch. The resulting structures reflected real mental models rather than assumed ones, and directly informed back-end development.

Photo showing a card sorting workshop with various participants.

Outcome of card sorting activity: diverse information architectures for the ADMR customer area proposed by participants.

Mirrored dual architecture

Designed the customer portal and back-office as structurally aligned, complementary systems. Every customer-facing feature has a matching staff interface, ensuring that the experience delivered to users is operationally supported end to end.

Mirror-built information architecture for ADMR customer area and back-office platform, ensuring cohesive structure and functionality.

Flexible request management flows

Addressed the gap between customer request timing and staff processing capacity by designing availability-based forms rather than fixed time slot pickers. Customers communicate when they are available; ADMR proposes schedules in return.

Flowchart outlining the steps for booking an ADMR service and planning a specific intervention.

Responsive form design allowing users to share availability instead of selecting fixed time slots, accommodating staff processing delays

Progress tracking and status indicators

Introduced visual status indicators throughout the customer journey, giving users clear, real-time feedback on request progress without requiring staff intervention for every update.

ADMR platform with integrated status indicators for tracking the progress of customer requests.

ADMR's back office platform, dektop view

Integrated back-office platform

Designed a dedicated staff interface mirroring the customer area, enabling ADMR employees to receive, process, schedule, and confirm service requests within a unified, efficient workflow.

Assisted access for vulnerable users

Designed a secure delegated access system allowing clients to nominate a trusted family member or carer, who receives unique credentials to connect to the linked account, empowering vulnerable users while protecting their data.

Diagram showing connections between an ADMR user and linked individuals with assisted access for user support.

Desktop display featuring registered relatives with assisted access for user convenience.

Embedded support system

Integrated contextual help, a chatbot, and easily accessible association contact details at key moments in the user journey, reducing support friction without redirecting users away from their task.

ADMR client support options: FAQs, chatbot, and information cards.

Web accessibility & WCAG compliance

Defined shared accessibility responsibilities across ADMR, the dev team, and design from the outset, embedding compliance into the process rather than treating it as a late-stage check. Delivered WCAG-compliant features including: adjustable text size, contrast modes, dyslexia-friendly fonts, linearized content, and clearly identifiable links, consistently applied across all responsive breakpoints.

Custom accessibility features implemented in the header of ADMR platform.

ADMR schedule: compare with/without accessibility features, highlighting contrasts and dyslexia-friendly fonts.

Responsive web design

Designed all interfaces to adapt fluidly across screen sizes, ensuring the experience remains functional and accessible whether accessed from a desktop, tablet, or mobile device (particularly critical given that many users access services from home, often on older or shared devices).

Responsive design of crucial UI elements like intervention cards and billing information.

Aesthetics with inclusivity

Approached visual design with the specific sensitivities of the user base in mind, avoiding aesthetics that could feel clinical, patronizing, or stigmatizing for elderly and disabled individuals. The resulting design is minimal yet warm, built on ADMR's brand guidelines and a clear color system that associates strong primary colors with distinct service types.

Visual Identity of ADMR Services and digital platform

Impact

Scaling a unified platform across 3,000+ entities

Released in 2022, the platform established a consistent, accessible digital foundation across the entire ADMR network.

Shipped in 2022

monadmr.org

720,000

users served through a unified online customer portal

94,000

employees and volunteers operating through streamlined, standardized digital workflows

50%

reduction in administrative delays for scheduling and service tracking

WCAG-compliant accessibility

paragraph research step #1 / what methods where used to explore problem space, what was the outcome, to what next step did it lead.

Takeaway

From fragmented processes to a unified service ecosystem

With the ADMR project, designing for scale meant designing for both sides of the service at once. By leading the design of a fully mirrored dual platform, embedding accessibility as a non-negotiable foundation, and aligning the constraints of 3,000 independent associations into a coherent shared experience, the project transformed how ADMR delivers care at a national level.

It resulted in more consistent care delivery, reduced administrative friction, and a sustainable digital foundation for one of France's largest home care networks. It is not just a UX outcome. It is a service outcome.

Digitizing France’s largest home care network

Manual and fragmented operations limiting service efficiency across a national network

Mapping service complexity and user needs

User interviews and stakeholder sessions

Ecosystem analysis

Persona development and scenario mapping

Disconnected journeys and operational friction

Process variability across entities

Manual processing dependencies

Limited accessibility support

Lack of transparency

From fragmented workflows to a unified service platform

Unified information architecture

Accessibility first

Standardized service flows

Transparency & feedback loops

Designing an integrated customer and staff platform

Card sorting informed IA

Mirrored dual architecture

Flexible request management flows

Progress tracking and status indicators

Integrated back-office platform

Assisted access for vulnerable users

Embedded support system

Web accessibility & WCAG compliance

Responsive web design

Aesthetics with inclusivity

Scaling a unified platform across 3,000+ entities

WCAG-compliant accessibility

From fragmented processes to a unified service ecosystem

Nakala