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In Your Corner

Overview

Online therapy tool In Your Corner provides people the ability to connect and have sessions with licensed therapists. The site was facing a drop-off in usage around their sign-up process, because the barrier of entry was too high for users to finish their onboarding process. People also felt the site was a bit clinical, making it difficult for them to put their trust in the product.

my team and I made the sign-up process shorter, reordered where the payment page was in the process, and prototyped an idea for a mascot to walk users through the process in a comforting manner. 

Role: UX designer

Responsibilities: User research, UX (flows, content) of onboarding, prototype design, user testing

 

Research

During user interviews, people expressed time and time again that finding the right therapist was integral to success in therapy. Mental health is such a personal topic, and the therapist-client relationship had to reflect that.

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Interview Quotes: 

“I just want to reiterate how important it is to match someone up… [Someone I know] had a problem, and his regular therapist pretty much was like, ‘This is out of my pay grade.’ Maybe that could have been avoided if he had gotten the right therapist… It impacts your whole way of living more than most other kinds of diseases… There’s more at stake.”

“I met with many before I found the right one.”

“I need to find therapist who really understands me.”

Competitive Analysis

In Your Corner stands out among its competitors because it gives clients the option to choose their therapist.

  • Talkspace chooses for you.

  • Breakthrough allows you to choose, but its interface is geared more toward serving practitioners.

  • 7 Cups of Tea is free but offers help from civilians, not experts.

 

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user testing of current site

When testing the current usability of the site, we found that the flow was not intuitive and users hesitated to finish the proccess.

Users felt that the payment option came before they were fully aware of or invested in what they were purchasing. Because of this, users felt an initial distrust of the company. 

Key takeaways: 

  • People were unsure whether their cards were charged at the time of the session or right away.

  • Users felt the need to learn more about the product and process before they confirmed payment.

  • Users were confused and surprised by the fact that they had to make a payment up front.

  • People needed to feel secure with their therapist, and a “money grab” did not reassure them.

  • The spartan visual design made users feel like the product was in a beta stage.

 

Persona creation

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WhiteBoarding

In order to synthesize our ideas, we wireframed the profile page individually and pulled the best aspects from each sketch.

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Design

home page iteration

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First:

  • Had a Freud-like character to guide the user through

  • Had the steps listed out with images

  • Had the payment plan listed

  • Explained what the credit system was

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Second:

  • Replaced the Freud with an elephant because Freud was considered creepy

  • Changed copy on button from “$25” to '“Join Now” to make it feel less like a money grab

  • Removed payment plan and automatically enrolled users in trial offer

  • Made the steps larger and clearer so users understood the process

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Third:

  • Changed copy of “Join Now” to “Schedule Now” for clarity

  • Add images of Ziggy the elephant
    to the steps for better clarity and comfort

  • Removed help line disclaimer at bottom of site

 

 

billing page iteration

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First:

  • Had a quote from the chosen therapist

  • Had an area for the user to send the therapist a message

  • Had a credit card form

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Second:

  • Removed quote from therapist, as it was unnecessary

  • Added the price and content of purchase so users knew exactly what they were paying for

  • Added note detailing when the user would be charged

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Third:

  • Added steps so users knew where they were at in the checkout process

  • Added scheduling session before payment so users felt like they were purchasing something tangible 

  • Made the payment amount a bright, clear color for clarity

 

final product

Users felt the new design was much more clear as to what services they were purchasing, when they were being charged, and who their therapist was.

The elephant mascot will have to be iterated on, because although people liked the idea of him, the rendering seemed a bit childish for such an emotionally serious product. 

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