Wellin5 for a time, was considered a top online mental health provider in Canada. Their goal was to remove the barriers of entry to therapy through technology, something that was in high demand.

They recognized that their desktop experience was lagging behind their competitors, affecting user onboarding and overall user satisfaction. 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. There was a need to enhance not only the desktop experience but also to introduce an iOS app. Moreover, the existing brand image did not fully resonate with the company's core values and mission or stand out in a sea of similarities.

The Process

When I first dove into the project, it was essential to understand the entire user journey. This understanding was done through interviews with customers (the Clients) and counsellors (the Providers). Secondary research was done by reviewing competitors and examples of other online healthcare providers where there was a self-serve experience, consumer-grade experience.

The qualitative perspective was invaluable, but that, paired with metrics on user behaviours, helped identify crucial bottlenecks, including friction zones - particularly with the onboarding experience.

One central area of concern was the booking system. My analysis showed inadequacies leading to missed appointments, client confusion and counsellor frustration. Armed with this insight, we set to work designing several approaches. We used simple wireframes to test internally, and once we had more confidence in the flow, we stepped up the fidelity. This also allowed the developers to start work on what we knew was ready and validated.

The overall approach and result was a more intuitive appointment scheduling system based on best practices and leveraged existing frameworks, allowing for quick validation and iteration base don user feedback.