TheraConnect

UX Design

Dates

4/2021 - 7/2021

My Role

UX Designer for TheraConnect app from conception to delivery.

My Responsibilities

Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.

The Product

TheraConnect is designed to help therapists connect more easily with clients who are unable to physically come to their offices for therapy or counseling.

The Challenge

Therapists and counselors who want to connect remotely with clients are often met with frustrating interfaces, connectivity issues, and high no-show rates.

The Solution

Design an app so therapists and counselors can easily engage with clients remotely who might otherwise be excluded from mental health services.

Understanding the User

User Research: Pain Points

1. Internet

Connectivity issues during video calls is often not reliable. Clients may not have access to WIFI in a private location.

2. Modality

Video calling is not an ideal modality for all potential clients.

3. No-Shows

Video calling is not an ideal modality for all potential clients.

4. User Interface

Existing technology used may not be designed for therapy or counseling sessions or may require clients to download something.

Personas

Problem Statement:

Katrina is a private-practice therapist who needs an easy, reliable way to meet clients remotely because this will allow her to meet with a more diverse clientele, especially those who live far away or can’t take time to travel to her office.

Problem Statement:

Lin is a student and part-time mental health consultant who needs a free way to organize her client information and appointment schedule because increased organization will help her maintain a strong work-life balance.

User Journey Map

Starting the Design

Paper Wireframes

Digital Wireframes

During user testing, users appreciate a quick and easy way to start upcoming meetings from the home screen.

Users appreciated being able to add items to a to do list, as this way they won’t ever forget to write notes for clients!

Low-fidelity Prototype

Usability Studies & Findings

I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.

Round 1 Findings:

1. Additional confirmation of tasks completed was desired

2. Users wanted a way to book recurring appointments for clients

3. The “schedule next appointment” button featured during appointments was confusing due to language

Round 2 Findings:

1. Users liked the “switch appointment type” feature, but it was confusing to use

2. Users wanted a better of understanding of how “due dates” are set in the to-do list and how to change them

3. Frustration with the "change appointment type" feature

Refining the Design

Mockups

Before Usability Study

After Usability Study

Early designs didn’t have any additional confirmation of scheduling a future appointment or an option for recurring appointments, so these features were added after usability testing.

The second usability study revealed frustration with the “change appointment type” feature, which is designed to allow the client and provider switch the appointment modality should a connection be interrupted. Users liked this feature but found the initial single button to be confusing.

High-fidelity Prototype

Accessibility Considerations

1. Modality

Offers a variety of modalities so clients and providers can choose the best fit for their needs.

2. CC

Offers a closed caption option for video calls.

3. Contrast

High-contrast icons and text used in conjunction for clarity on navigation menu and elsewhere.

Going Forward

Takeaways

Impact

The TheraConnect app gives ease and flexibility to therapists and counselors who want to expand their practice to remote clients.

Learnings:

While designing the TheraConnect app, I learned the importance of doing usability studies before, during, and after each iteration of the app’s design.

Quote from user testing: “I would love to use this app in my practice! It's great how easy it is to start appointments and give my clients a phone call if the connection is unstable or switch to a messaging appointment if the client is no longer able to access a private space.”