Research Goals

• To understand what impact the pandemic is having on users’ mental health and what resources and activities they use to cope during the pandemic.

• To uncover user needs, motivations and behaviors when choosing online and in-person therapy.

• To document their pain points, constraints, and experience with teletherapy.

Key Insights

• Search functions are limited and/or non-existent.

• Lack of availability of therapists decreases users’ satisfaction and retention.

• Users want to be able to seek therapists based on their preferences.

• Visually appealing interface design is key to keeping users engaged.

• Users are hesitant to use online therapy because of impersonality and privacy.

How Might We…

• How might we offer a higher degree of anonymity and privacy that allows users to express their emotions without worrying about judgment.

• How might we create a positive and streamlined experience for users when searching the therapist that matches their needs.

• How might we create a positive and engaging experience when seeking therapy.
  

With the help of the personas and user journeys, I created user flows based on their goals and needs. This helped lay out the foundation for the information architecture (IA) and to prioritize the key features for the Well Being app.

After conducting six remote testing sessions, the test results and data were analyzed using affinity map and spreadsheets to help identify usability issues and what to improve. No big usability issues occurred during each session and most participants were able to complete the assigned task without any intervention or guidance.

I synthesized the data and created a list of issues for improvement next iteration:

• Subscription requirement prevented further commitment.

• Users did not understand what to do with Toolkit from Navigation Bar.

• Users would like to have the option to skip coach marks to explore the app freely.

• Too many search result boxes caused minor cognitive overload for first time users.

• Users would like to be able to book appointments in fewer steps.

Throughout the design process, I was cataloging all of Well Being visual design elements and documents in the Well Being design system. Below is the design language system explaining Well Being’s visual identity and a library of components that allow the team to develop the app in a consistent way.