Revitalizing Online Therapy

Streamlining the therapy booking and client communication experience through a targeted, user-centric redesign, so that clients could access therapy, anywhere, anytime. Oh yeah… this was before the Covid Pandemic!

Structured & Iterative

To understand the full user journey, interviews were run with clients and counsellors, paired with behavioural metrics and competitive research. This surfaced key friction points in onboarding, especially around booking.

The work focused on redesigning scheduling. Early wireframes were tested internally, then moved to higher-fidelity prototypes once the flow was validated, with proven pieces handed off so development could start in parallel. The result was a more intuitive booking experience that could be validated and iterated quickly based on user feedback.

Crafting a New Intake Experience

The intake process also stood out as an opportunity for better time to value for clients. Most of the intake mechanisms were still through email forms and PDFs, so the approach was to break down the process in a way that allowed clients to not only create their account, but also answer the necessary questions to ensure they get the right counsellor.

Since filling out forms is a pain, it was important to only ask for what was relevant — counsellors would still be able to ask for the necessary context with followup conversations, whether through the app or during the session itself.

Enhancing Communication

Communication between therapists and clients is the heart of any therapy platform. Acknowledging its paramount significance, time and effort went towards improving the messaging capability of the platform.

This exploration yielded new features such as read receipts, scheduled messages, and automated reminders that elevated the communication experience.

Evaluating Success

Usability: The redesigned platform significantly improved the user experience, reducing missed appointments and enhancing communication.

Brand Alignment: The rebranding aligned the visual and emotional tone with the company's mission, leading to increased user satisfaction and retention.

Growth: Wellin5 secured $2M in seed funding in 2022, aiming for a 300% growth by 2023, underscoring the redesign's success.