Revitalizing Online Therapy

The Problem

Wellin5 is now considered one of the leaders in the online mental health industry. The goal is to remove the barriers of entry to therapy, through technology. However, with the rise in demand for online counseling and therapy, Wellin5 recognized that its desktop experience was lagging behind, affecting user onboarding and overall user satisfaction. There was a need to enhance not only the desktop interface but also to introduce a user-friendly iOS app, especially in light of emerging trends before the pandemic.

The geographically vast landscape of Canada meant that many potential users in remote areas did not have stable internet connections, underscoring the need for flexibility in online therapy delivery. Moreover, the existing brand image did not fully resonate with the company's core values and mission.

My Role

As a product designer, I was at the forefront of reimagining the Wellin5 experience. I was entrusted with:

  • Conducting stakeholder interviews to understand the full spectrum of user needs.

  • Orchestrating and analyzing user research to pinpoint existing pain points.

  • Benchmarking and identifying areas of opportunity through competitive analysis.

  • Developing a new identity that aligned with company ethos and appealed to the younger market.

Revamping the Booking System

One major pain point was the existing booking system. Through usability testing, it became evident how its inadequacies were leading to missed appointments and widespread client confusion. Armed with this knowledge, I championed a transformative redesign. The result? A more intuitive appointment scheduling system that drastically cut down on unnecessary client-therapist back-and-forths.

Before

Mapping the User’s Journey

When I first dove into the project, I realized the importance of understanding the entire user pathway. I meticulously analyzed every touchpoint, right from the initial website interaction to the end of an iOS session. This comprehensive mapping allowed me to identify crucial bottlenecks and zones of friction within the user experience.

After

Crafting the Intake Experience

The intake process stood out as a pivotal touchpoint for users. I approached its design iteratively. By methodically breaking down and restructuring the questions, and by integrating feedback from actual users, I ensured that clients neither felt overwhelmed nor lost during this process. They not only engaged with every question but also understood their relevance.

Enhancing Communication

Communication between therapists and clients is the heart of any therapy platform. Acknowledging its paramount significance, I directed significant effort towards overhauling the messaging component of the platform. Introducing functionalities like read receipts, scheduled messages, and automated reminders revolutionized the interaction quality.

Insights

The reimagined Wellin5 platform not only offered a seamless user experience but also bolstered the company's reputation as an industry leader. A direct result of the improved booking process was an almost 45% reduction in lost or forgotten appointments, highlighting the efficacy of the redesign.

Last I checked in 2022 Wellin5 closed a $2M round of seed funding, looking to scale its growth by 300% by 2023.