Client: HelloSelf
Supercharging the therapy journey
An innovator in online therapy platforms, HelloSelf aimed to address the challenge of post-therapy relapse among users through the integration of AI and machine learning. Our mission was twofold: to enhance the therapy experience, thus reducing relapse rates, and to increase engagement with their app by improving its core UX design. The goal was to provide users with longer-lasting mental health benefits and tools but also set a new foundation for HelloSelf to explore and integrate emerging technologies, marking a significant leap forward in digital therapeutic support.
Product design, UX Research
The Solution
A Smart therapy coach, always focused on the next best action.
AI suggestions, session transcripts, summaries, and tracking measures help enhance both the in-therapy and post-therapy experience.
Regular check-in’s and goal setting helps users maintain their wellbeing after therapy has concluded.
Discovery
Given the sensitive nature of this project, it was important to pinpoint what we didn't know while utilizing the data we had, such as patient discharge rates and the low user engagement with the current app.
To build a better understanding of people living with mental health issues, I conducted a series of user interviews aiming to uncover the diverse experiences of patients. This effort was crucial for gaining insight into how they applied what they learned in therapy to their everyday lives, the different patterns of relapse, their behavior after ending therapy and also their relationship with AI.
Insight gathering and persona building
The user interviews led to some interesting findings. We initially thought people might be wary of AI, but it turned out they were more concerned about getting generic results rather than the AI itself.
The most important insight, however, was that users really wanted to control their therapy experience and customize their journey. Many mentioned that in traditional therapy, they didn't get to see their own data or choose their activities and actions much. Based on what we learned from these interviews, I created three distinct personas to represent the different ways people experience therapy.
Stakeholder workshops and ideation
After defining the user personas, I organised a series of workshops with key stakeholders to explore potential concepts for a new app experience. Through techniques like user journey mapping, "how might we" and "crazy 8" sessions, we identified various opportunities that fit the needs of our personas. Subsequently, I prioritised these ideas and opportunities using the MOSCOW method.
After defining our concepts, I delved into various product models to establish the optimal relationship between the user, therapist, HelloSelf, and AI. By considering questions such as "How much control should AI have?" and "What decisions should be left to the therapist?", I evaluated three models, conducting a SWOT analysis for each. This process was aimed at understanding how the therapy experience could be shaped by the therapist, AI, or HelloSelf as an organization.
The selected model strives for a balance, leveraging AI and machine learning to enhance patient support and empower users in their therapeutic journey. It also proposes developing tools to assist therapists in case management, supplementing rather than replacing their role.
Once we had an idea of the key actions users might want to take in the app, I conducted a card sorting exercise to determine where each key action should be placed within the information architecture.
After establishing the key areas, I stress-tested the architecture and began mapping out complete user flows to define the vision for the app.
I explored various ideas regarding the appearance of the AI coach and its interaction with the user, ranging from abstract elements, to iconography and more plainly typographical approaches.
Stakeholders also liked the idea of a visual representation of the user. The challenge was creating something visually appealing that also gives users a quick summary of their progress or mental state.
Outcome
Currently, the app is undergoing testing with a pilot group through a program we developed with one of our partner insurance companies. This initial version is primarily focused on enhancing the activity and goal-setting features.
While there's still work to be done to fully realize our vision, this new foundation significantly improves our ability to test and iterate on innovative tech solutions aimed at reducing relapse rates. This project represents a step forward in blending modern technology with therapy to empower users and therapists, addressing the initial challenge of enhancing the therapy experience and aiming for a reduction in relapse rates through a user-centric and technologically innovative approach.
Contact
Email: [email protected]
Instagram: @glenningdahl
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© Glenn Ingdahl 2024
