Heal You
Year
2023 - 3 months
Brief
Heal You is a Taiwanese platform offering Chinese-language telepsychotherapy services, with a self-service matching function to connect users with the right services and therapists. The focus was on improving the user experience by reducing response times, streamlining the process from website interaction to appointment finalization, and increasing conversion rates for telepsychotherapy bookings.
Goal
The platform has encountered challenges, with internal personnel dedicating significant time to address a high volume of client inquiries on the platform and social media. There is a need to enhance the self-service media processing process for users and reduce the high bounce rate experienced on the homepage and when browsing therapists.
Ensure the platform has adequate resources and incorporates interactive features to improve user experience.
Redefine the user journey to increase the reservation conversion rate.
Research
Heal You offers psychological therapy, specialized artistic treatments, and hypnotic healing services with transparent pricing and scheduling. After examining our competitors, we identified a gap in the services offered by the platform.
We conducted user research, including 77 questionnaires, online interviews, and contextual inquiries. 13 Taiwanese interviewees had psychotherapy experience, and 6 had telepsychotherapy experience. The purpose was to understand user backgrounds, behaviour, and appointment habits.
Users prioritize professional information and prefer a swift, direct therapy process without involving third parties. Most users prefer the desktop version for information and therapy, but the mobile version is the main entrance due to its accessibility. Stakeholders also agreed on this.
Analysis
User Journey :
Phase 1: (Cognition) Browsing the information
Phase 2: (Consideration) Choosing a therapist from the list and begin the matching process.
Phase 3: (Conversion) Completing the appointment
Pain Point: Users had trouble understanding therapists and scheduling appointments independently on the original website due to unclear guidance.
HMW:
Utilize guidance and prepared answers to minimize confusion.
Ensure the stable operation of the display platform.
Comprehend psychologists' characteristics through diverse presentations.
To make users feel that the platform is safe, trustworthy and resonant.
Persona: Meet Lee, a Taiwanese product designer in the United States. Lee is searching for a platform to quickly assess and book telepsychotherapy in Chinese.
Navigation
To increase trust, which the users care about a lot, provide clear guidance and quick responses. Keep social media, articles, and news updated for stable communication. Develop the Therapist's voice introduction to enhance engagement.
Streamlining User Flow
Home Page: Originally, there were multiple buttons with different names but similar functions, like "Find a Therapist" and "Therapist List". As part of our Information Architecture redesign, we implemented clear call-to-action buttons to reduce user confusion.
Find a Therapist:
The therapist-matching process by adding new criteria such as "discussion topics," "therapist expertise," "therapist qualities," and "communication language" without creating a separate matching page.
Providing hover explanations for psychological terms to reduce the reading burden.
To prioritize user convenience, limit the specializations to three on the therapist's profile card. This helps users quickly access essential details like hourly prices, years of experience, and the option to listen to the therapist's voice.
Making an Appointment with a Therapist: The therapist's page includes links to their social media and articles that introduce the therapist comprehensively.
Style Guide
We aim to create a welcoming environment for our online counselling service with instant appointment scheduling. We iterated calming green shades via Figma to develop an accessible Design System that can adapt to our customer's evolving needs and grow with my colleagues.
Multi-Device Design
Most users prefer the desktop version for information and therapy. Still, the mobile version is the main entrance due to its accessibility and concern about using mobile to conduct online therapy, which would cause the mobile to overheat. In the layout design for various devices, I ensure a consistent image and user experience. This ensures continuity for users across multiple devices.
Evaluation
We developed a prototype for a previous participant and collected user feedback through contextual inquiries and the System Usability Scale (SUS). Participants liked the platform's emphasis on mental wellness, found the voice function to be unique, and appreciated the helpfulness of the matching and booking process. The SUS score increased from 65% to 84%.
