Product designer
Product designer
3 Months
3 Months
IOS / Android
IOS / Android
Gold standard digital care solution
Gold standard digital care solution
Get in touch
Get in touch
I led the design of a digital counseling solution that improves mental health accessibility by removing cost barriers. Through research, user testing, and a diary study, I refined the product to address key concerns around anxiety and depression. The solution is now live, showing significant growth in adoption, satisfaction, and engagement. My role was to ensure a seamless user experience while integrating clinical expertise and business needs.
I led the design of a digital counseling solution that improves mental health accessibility by removing cost barriers. Through research, user testing, and a diary study, I refined the product to address key concerns around anxiety and depression. The solution is now live, showing significant growth in adoption, satisfaction, and engagement. My role was to ensure a seamless user experience while integrating clinical expertise and business needs.
TL;DR
TL;DR
TL;DR
Problem
Well-being is at the heart of what we do, and we constantly strive to improve it. Mental health is a sensitive issue, often surrounded by barriers that make seeking help difficult. Trust and service quality are paramount when delivering counseling therapy. Traditionally, interactions between patients and counselors happen face-to-face, which requires time, incurs costs, and demands the willingness to acknowledge an issue. These three factors often discourage individuals from seeking help when they need it most.
Goal
Our ultimate objective is to create a sustainable, long-term solution that meets both user and business needs. This requires continuous dialogue to refine and shape the product experience.
We aim to develop a gold-standard digital care solution that integrates expertise and insights into a single offering. The goal is to build a model that encourages usage without fear of financial burden.
Why Are We Building This, and Who Is It For?
With our deep-rooted presence in the healthcare sector, we have gathered valuable insights that laid the foundation for this project. Our research and clinical teams, along with input from the call center—often the first touchpoint for individuals seeking help—provided key answers during the discovery phase.
Collaborating with the product team (designers, Product Owners, and Product Managers), we conducted multiple meetings and workshops. The findings were eye-opening:
65% of all calls were related to anxiety and depression (including stress).
78% of all granted counseling sessions supported participants dealing with these issues.
45% of immediate support calls were for individuals struggling with anxiety and depression.
How Do We Validate Our Assumptions?
Once we had a concept, we needed to test whether it made sense to the end user. We sought answers to the following questions:
What are users' overall perceptions of the program?
Do they see potential benefits in using the program?
Do they understand how to access it?
How do they currently manage their mental health?
Can they find all the modalities we intended for them?
Does the content deliver the desired outcomes?
After concept testing, we went back to the drawing board, iterating based on user feedback. This input was crucial in driving the product toward a successful solution.
Assessing the Long-Term Impact
This is where things get exciting! How do we measure the long-term impact of our solution?
One approach is a diary study, which we conducted to understand long-term user behavior. Specifically, we focused on:
Habits: When do users engage? For how long?
Usage Scenarios: What are their primary activities? Which sections and formats do they prefer, and why?
Attitudes and Motivations: What drives users to take specific actions? How do they feel afterward?
Behavioral and Perceptual Changes: What do they learn from using the product?
Customer Journey: What does the typical user journey look like? What are the key touchpoints?
Content Perception Over Time: How do users feel about different modalities (articles, activities, podcasts, videos) as they continue to engage?
We involved 12 participants over 14 days, divided into two groups of six. Half provided Typeform entries, while the other half submitted video entries, with engagement ranging from once daily to three times a week.
Additionally, we conducted further exercises with five participants:
Experience Mapping: Identifying pain points and when they occurred.
Push & Pull Diagram: Evaluating our product's advantages compared to existing user solutions.
Is Design Ever Finished?
From the diary study insights, we developed an action plan to help prioritize improvements. We categorized changes into short-term, quickly implementable updates and long-term enhancements. The immediate changes were swiftly integrated, while the long-term improvements are progressively making their way into development.
Lessons Learned & Future Improvements
This was one of the most exciting projects I’ve had the privilege to work on. Mental health is a delicate subject, and designing a solution that serves as a first step toward recovery is no easy task. The challenge was immense, but the team was exceptional—we were all aligned in our mission to deliver the best possible experience for users.
Of course, there were obstacles along the way, but none that jeopardized the process. The product is now live, and we’re seeing significant growth in adoption, satisfaction, engagement, and retention. The journey continues, and we remain committed to improving the well-being of those who need it most.
Problem
Well-being is at the heart of what we do, and we constantly strive to improve it. Mental health is a sensitive issue, often surrounded by barriers that make seeking help difficult. Trust and service quality are paramount when delivering counseling therapy. Traditionally, interactions between patients and counselors happen face-to-face, which requires time, incurs costs, and demands the willingness to acknowledge an issue. These three factors often discourage individuals from seeking help when they need it most.
Goal
Our ultimate objective is to create a sustainable, long-term solution that meets both user and business needs. This requires continuous dialogue to refine and shape the product experience.
We aim to develop a gold-standard digital care solution that integrates expertise and insights into a single offering. The goal is to build a model that encourages usage without fear of financial burden.
Why Are We Building This, and Who Is It For?
With our deep-rooted presence in the healthcare sector, we have gathered valuable insights that laid the foundation for this project. Our research and clinical teams, along with input from the call center—often the first touchpoint for individuals seeking help—provided key answers during the discovery phase.
Collaborating with the product team (designers, Product Owners, and Product Managers), we conducted multiple meetings and workshops. The findings were eye-opening:
65% of all calls were related to anxiety and depression (including stress).
78% of all granted counseling sessions supported participants dealing with these issues.
45% of immediate support calls were for individuals struggling with anxiety and depression.
How Do We Validate Our Assumptions?
Once we had a concept, we needed to test whether it made sense to the end user. We sought answers to the following questions:
What are users' overall perceptions of the program?
Do they see potential benefits in using the program?
Do they understand how to access it?
How do they currently manage their mental health?
Can they find all the modalities we intended for them?
Does the content deliver the desired outcomes?
After concept testing, we went back to the drawing board, iterating based on user feedback. This input was crucial in driving the product toward a successful solution.
Assessing the Long-Term Impact
This is where things get exciting! How do we measure the long-term impact of our solution?
One approach is a diary study, which we conducted to understand long-term user behavior. Specifically, we focused on:
Habits: When do users engage? For how long?
Usage Scenarios: What are their primary activities? Which sections and formats do they prefer, and why?
Attitudes and Motivations: What drives users to take specific actions? How do they feel afterward?
Behavioral and Perceptual Changes: What do they learn from using the product?
Customer Journey: What does the typical user journey look like? What are the key touchpoints?
Content Perception Over Time: How do users feel about different modalities (articles, activities, podcasts, videos) as they continue to engage?
We involved 12 participants over 14 days, divided into two groups of six. Half provided Typeform entries, while the other half submitted video entries, with engagement ranging from once daily to three times a week.
Additionally, we conducted further exercises with five participants:
Experience Mapping: Identifying pain points and when they occurred.
Push & Pull Diagram: Evaluating our product's advantages compared to existing user solutions.
Is Design Ever Finished?
From the diary study insights, we developed an action plan to help prioritize improvements. We categorized changes into short-term, quickly implementable updates and long-term enhancements. The immediate changes were swiftly integrated, while the long-term improvements are progressively making their way into development.
Lessons Learned & Future Improvements
This was one of the most exciting projects I’ve had the privilege to work on. Mental health is a delicate subject, and designing a solution that serves as a first step toward recovery is no easy task. The challenge was immense, but the team was exceptional—we were all aligned in our mission to deliver the best possible experience for users.
Of course, there were obstacles along the way, but none that jeopardized the process. The product is now live, and we’re seeing significant growth in adoption, satisfaction, engagement, and retention. The journey continues, and we remain committed to improving the well-being of those who need it most.