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Safe Space Mental Health Counseling

As the UX designer for Safe Space, I conducted user research on stakeholders and redesign the app user flow that is used by therapists and clients.

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PROJECT BRIEF

The clients and therapists encountered lots of frustration when using the existing web app. Therefore, my role is to find out the problem by conducting user interviews and usability tests; followed by consolidating the findings onto a journey map. Then design low-fidelity wireframes of the app to solve the problems based on the findings. 

BUSINESS GOALS

  1. Safe Space provides a mental health ecosystems that helps, heals, and energizes wherever clients are. Easily-accessible

  2. Safe Space's service is simple to operate and convenient. Streamline

  3. Safe Space gives therapists enough clients during the pandemic when only online counseling is possible. Virtual space

PROBLEM STATEMENTS

"Poor Communication and Unintuitive User Flow cause difficulties and unnecessary troubles for clients and therapists throughout the therapy process."

HIGH

Unintuitive user flow in the booking wizard making clients confused and tired.

Affected Stakeholders: Business, Clients, Therapists

MEDIUM

Poor communication before and during video call session causes therapists and clients feeling lost and frustrated.

Affected Stakeholders: Clients, Therapists

LOW

Unintuitive user flow price setting and calendar systems leaving therapists confused.

Affected Stakeholders: Therapists

PROBLEM 1

HIGH

"Unintuitive user flow in the booking wizard making clients confused and tired."

In order to better understand the issues that clients are facing, I conduct user interviews and usability testings with 3 clients and the support team over two weeks time. During the interviews, I take note of their verbal reflection on the experiences with therapy sessions. During the usability tests, I observe them executing a task I assigned: book a session with a therapist while thinking out loud.

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From the research, I learned about their pain points, goals, and the things they valued in the process of seeking a therapy session. I also had a better understanding on the usability problems in the existing booking wizard.

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Notes on the Issues in the Existing Booking Wizard

Key Usability Concerns

  • Easy to accidentally exit the booking bot and had to refill everything.

  • Navigation of therapist needs a lot of effort and can be difficult.

  • The UI of availability in calendar page is confusing.

  • Poor communication on the expectation of the session.

Key Observations

​Client Valued

  • Money spent (affordable).

  • Time compatibility.

  • Comfortness and security (trying to find the best therapist.)

​Therapist Valued

  • Number of clients they get.

  • Client's confidentiality (legal issue).

  • Client's mood and comfortness.

PROPOSED SOLUTIONS TO PROBLEM 1

With the research on client's behaviors, I constructed a journey map to display their experience throughout the engagement with Safe Space. Then I began drafting out the wireframe for the new Booking Wizard.

*Disclaimer: The work is still in progress, and I am not the final UI/UX writer, the text written here serves as a rough idea to the final text.

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A Project in Progress

There is still a lot of improvements that could be made to the wireframe, for example:

  • The Choose Your Therapist screen is too busy, might create too much cognitive load. ​

  • There is no button to select month for availability.

  • Sort By and Filter should be close to each other.

  • Reduce the size of each therapist's card in order to fit in at least 2 therapists above the fold.

SafeSpace Research

THE RESEARCH PROCESS

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JOURNEY MAPS

Client A who is completely new to the platform

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Client B who is knows which therapist she wants

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Therapist

Takeaways: The problem for this client is that the UI was not convenient, a lot of clicking involved. Most importantly, there wasn’t much information before the session so she didn’t know what to expect, and when the difficulties happened, it was frustrating and there was no guidance of recognition of the problem too.

Takeaways: We can see that the problems she experienced here are unintuitive user flow in booking bot and poor communication during video call.

Takeaways: The problem happened because of lack of information before the session, and client’s lack of awareness of confidentiality and the session itself, as well as inconvenient of booking during the call.

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