Empowering Unpaid Carers: Carefree's New Digital Platform


Carefree is a charity that transforms vacant hotel rooms into vital breaks for unpaid carers, leveraging technology for much-needed respite. Our digital innovation project has revolutionised support for unpaid carers through a no-code digital platform enhanced with artificial intelligence (AI). In June 2023, after extensive beta testing, we launched four custom-built web applications to streamline user experience: the Breaks Hub for carers, a self-referral pathway, a Community Partners app, and a Hospitality Partners app. Leveraging AI, we improved customer support by sending over 20,000 automated proactive support messages monthly, tailored to user behaviour. This enabled 75% of users to self-serve, allowing us to support thousands with a team of just two efficiently. These tools enable carers to verify their status, book breaks, and access support while partners manage referrals and inventory seamlessly. This transformation led to exponential growth, with over 1,500 new carers verified monthly and nearly 8,000 breaks delivered. By leveraging no-code and AI technology, Carefree has provided an efficient, scalable solution that meets the needs of carers and partners, significantly improving carer wellbeing and social impact.