Wellin5
Revitalizing Online Therapy
Literally predicting the future...Streamlining the therapy booking and client communication experience through a targeted, user-centric redesign, so that clients could access theraphy, anywhere, anytime.
Oh yeah…this was before the Covid Pandemic!
Structured & Iterative
To understand the full user journey, I ran interviews with clients and counsellors and paired that qualitative insight with behavioural metrics and competitive research. This surfaced key friction points in onboarding, especially around booking.
I focused the work on redesigning scheduling. We tested early wireframes internally, moved to higher-fidelity prototypes once the flow was validated, and handed off proven pieces 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, and so the approach here 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 we all know filling out forms is a pain, it was important to only ask for what was relevant, as counsellors would be able to still 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, we spent some time and effort 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.