2024
Telehealings Mental Health App
Increased User Retention by 65% with Redesigned TeleHealings App for Mental Health.
Solo Designer along with CEO, Product Manager, 3 Engineer, Marketing team, Operations Team & 3 Therapists
Product Design
2024
Telehealings Mental Health App
Increased User Retention by 65% with Redesigned TeleHealings App for Mental Health.
Solo Designer along with CEO, Product Manager, 3 Engineer, Marketing team, Operations Team & 3 Therapists
Product Design
2024
Telehealings Mental Health App
Increased User Retention by 65% with Redesigned TeleHealings App for Mental Health.
Solo Designer along with CEO, Product Manager, 3 Engineer, Marketing team, Operations Team & 3 Therapists
Product Design
My Role.
As the sole product designer for TeleHealings, I was responsible for leading the complete redesign of both the mobile and desktop platforms, ensuring a seamless and intuitive user experience for a new target audience—mental health patients. Working closely with key stakeholders, including the CEO, product managers, and marketing and operations teams, I addressed critical issues such as low engagement and user retention. I translated stakeholder feedback into actionable design strategies, creating responsive, accessibility-compliant interfaces that optimized appointment scheduling and improved overall user satisfaction. Additionally, I ensured design consistency across platforms, aligning the desktop app with the mobile app for a unified user experience.
Overview.
So are you planning your trip somewhere and you need to book a hotel? You browse for hours and spend a significant amount of time comparing hotels before making a purchase decision. However, due to time constraints or something you had to leave the app. You come back and realise you have to search all over again. This is where you as a user become frustrated and the company loses revenue. And both of which are not good.
So are you planning your trip somewhere and you need to book a hotel? You browse for hours and spend a significant amount of time comparing hotels before making a purchase decision. However, due to time constraints or something you had to leave the app. You come back and realise you have to search all over again. This is where you as a user become frustrated and the company loses revenue. And both of which are not good.
Problem Statement.
"How might we redesign the TeleHealings app and web experience to create a seamless, engaging, and user-friendly platform that boosts conversions, encourages deeper engagement, and enhances user retention?"
"How might we redesign the TeleHealings app and web experience to create a seamless, engaging, and user-friendly platform that boosts conversions, encourages deeper engagement, and enhances user retention?"
Objective.
Identify the root cause of the lower booking rates and poor user engagement and optimize the user journey through research and best practices.
Improve clarity in communication through design to increase retention.
Improve the web experience as well considering they are targeted to a similar audience and align with client and user needs.
Come up with an MVP to serve the new target users —- Users seeking mental well-being support.
Identify the root cause of the lower booking rates and poor user engagement and optimize the user journey through research and best practices.
Improve clarity in communication through design to increase retention.
Improve the web experience as well considering they are targeted to a similar audience and align with client and user needs.
Come up with an MVP to serve the new target users —- Users seeking mental well-being support.
Identify the root cause of the lower booking rates and poor user engagement and optimize the user journey through research and best practices.
Improve clarity in communication through design to increase retention.
Improve the web experience as well considering they are targeted to a similar audience and align with client and user needs.
Come up with an MVP to serve the new target users —- Users seeking mental well-being support.
Challenges & Constraints.
Business Constraints:
There were a few business constraints which I had to take into consideration.
There were a few business constraints which I had to take into consideration.
One of the most pressing issues was time. The business needed to release a Minimum Viable Product (MVP) quickly to secure early users and demonstrate viability in the competitive healthcare market.
Budget limitations were another concern. As a startup, TeleHealings operated with a lean budget, which meant every decision had to be both cost-effective and impactful.
In addition, the team was small, and I worked as the sole product designer on the project. Due to budget and time constraints, there wasn’t the option for formal user research, which meant I needed to get creative in finding solutions.
One of the most pressing issues was time. The business needed to release a Minimum Viable Product (MVP) quickly to secure early users and demonstrate viability in the competitive healthcare market.
Budget limitations were another concern. As a startup, TeleHealings operated with a lean budget, which meant every decision had to be both cost-effective and impactful.
In addition, the team was small, and I worked as the sole product designer on the project. Due to budget and time constraints, there wasn’t the option for formal user research, which meant I needed to get creative in finding solutions.
Come up with an MVP to serve the new target users —- Users seeking mental well-being support.
One of the most pressing issues was time. The business needed to release a Minimum Viable Product (MVP) quickly to secure early users and demonstrate viability in the competitive healthcare market.
Budget limitations were another concern. As a startup, TeleHealings operated with a lean budget, which meant every decision had to be both cost-effective and impactful.
In addition, the team was small, and I worked as the sole product designer on the project. Due to budget and time constraints, there wasn’t the option for formal user research, which meant I needed to get creative in finding solutions.
Come up with an MVP to serve the new target users —- Users seeking mental well-being support.
User Challenge:
Discussion with the clients during the discovery call indicated the friction points in the user journey which led to poor metrics in their previous market strategy. These are some of the challenges which users could face in the new MVP as well even though the market is different.
Discussion with the clients during the discovery call indicated the friction points in the user journey which led to poor metrics in their previous market strategy. These are some of the challenges which users could face in the new MVP as well even though the market is different.
1
1
1
Unclear information about the services they are offering, hence the ease of use and accessibility is hampered.
Unclear information about the services they are offering, hence the ease of use and accessibility is hampered.
2
2
2
Lack of credibility, hence users find it hard to trust.
Lack of credibility, hence users find it hard to trust.
3
3
3
With poor record management, users find it difficult to get records of previous appointments.
With poor record management, users find it difficult to get records of previous appointments.
Client Requirements:
1
1
1
Include features which will keep the users engaged and bring users back every day.
Include features which will keep the users engaged and bring users back every day.
2
2
2
They want to collect information in such a way which do not disrupt user privacy and also they can provide recommendations based on the collected information.
They want to collect information in such a way which do not disrupt user privacy and also they can provide recommendations based on the collected information.
3
3
3
They wanted to include a blog/article feature which would provide users with articles and blogs related to mental health.
They wanted to include a blog/article feature which would provide users with articles and blogs related to mental health.
Outcomes.
So are you planning your trip somewhere and you need to book a hotel? You browse for hours and spend a significant amount of time comparing hotels before making a purchase decision. However, due to time constraints or something you had to leave the app. You come back and realise you have to search all over again. This is where you as a user become frustrated and the company loses revenue. And both of which are not good.
So are you planning your trip somewhere and you need to book a hotel? You browse for hours and spend a significant amount of time comparing hotels before making a purchase decision. However, due to time constraints or something you had to leave the app. You come back and realise you have to search all over again. This is where you as a user become frustrated and the company loses revenue. And both of which are not good.
20%
Increase in appointment scheduling efficiency.
65%
User retention after 30 days of launch.
4.9
Increased customer satisfaction (4.9/5.0 rating on Play Store)
20%
Increase in appointment scheduling efficiency.
65%
User retention after 30 days of launch.
4.9
Increased customer satisfaction (4.9/5.0 rating on Play Store)
20%
Increase in appointment scheduling efficiency.
65%
User retention after 30 days of launch.
4.9
Increased customer satisfaction (4.9/5.0 rating on Play Store)
Solution.
These are the updated UI of Telehealings. Due to privacy concerns the entire UI cannot be showcased. However, these images will give you an overview how the UI have been updated.
These are the updated UI of Telehealings. Due to privacy concerns the entire UI cannot be showcased. However, these images will give you an overview how the UI have been updated.
There are more than 110+ components designed from scratch for Telehealings App.
There are more than 110+ components designed from scratch for Telehealings App.
Brief Overview of the PROCESS.
Due to non disclosure I cannot show the entire process in details but here is a brief overview flow of the design process before handing off to the dev team.
Due to non disclosure I cannot show the entire process in details but here is a brief overview flow of the design process before handing off to the dev team.
User Flow.
Insights and Recommendations.
Insight
Insight
1
1
1
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
If Telehealings is not able to value time constraints and gain the trust of users, it could lead to increased drop-offs, poor engagement, and significantly impacted conversions.
If Telehealings is not able to value time constraints and gain the trust of users, it could lead to increased drop-offs, poor engagement, and significantly impacted conversions.
Recommendation
Recommendation
1
1
1
Enhancing the user experience of Telehealings through designing a simplified and clear hierarchical structure, valuing users' time, and allowing them to quickly schedule an appointment.
Moreover, before the call is scheduled the user has to go through a pre-booking questionnaire which allows the therapist to have a brief idea about the patient they will be treating.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
What's the ROI for Business?
Providing therapists with more information ahead of time can improve their experience as well, leading to better interactions and potential improvements in service delivery.
Providing therapists with more information ahead of time can improve their experience as well, leading to better interactions and potential improvements in service delivery.
By allowing therapists to have a better understanding of patients before the session, the quality of the interactions and consultations improves, potentially increasing user satisfaction and trust in the service.
By allowing therapists to have a better understanding of patients before the session, the quality of the interactions and consultations improves, potentially increasing user satisfaction and trust in the service.
By valuing users' time and making the process easier, the overall satisfaction level will improve, as users appreciate fast, intuitive experiences.
By valuing users' time and making the process easier, the overall satisfaction level will improve, as users appreciate fast, intuitive experiences.
The improved user experience makes it easier and faster for users to navigate the app and complete tasks (like scheduling appointments), directly impacting the efficiency of task completion.
The improved user experience makes it easier and faster for users to navigate the app and complete tasks (like scheduling appointments), directly impacting the efficiency of task completion.
Insight
Insight
2
2
2
During the discovery call the client had certain requirements which they wanted to implement in Telehealings. Out of that, one of the important features they wanted to have was to include educational resources for the users. However, it was important to understand if the users wanted to have them. If they do not want then it would be a waste of resources for the business.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Recommendation
Recommendation
2
2
2
The UI has been designed which prioritises the needs and requirements of the users.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
What's the ROI for Business?
Offering a highly requested feature like video calling enhances satisfaction by aligning the app with user preferences.
Offering a highly requested feature like video calling enhances satisfaction by aligning the app with user preferences.
Providing video calls meets a significant need, making users more likely to return to the app for consultations, and boosting retention rates.
Providing video calls meets a significant need, making users more likely to return to the app for consultations, and boosting retention rates.
The text feature provides an alternative method for users to communicate, leading to more frequent, casual interactions, which boosts engagement.
The text feature provides an alternative method for users to communicate, leading to more frequent, casual interactions, which boosts engagement.
Providing therapists with more information ahead of time can improve their experience as well, leading to better interactions and potential improvements in service delivery.
Providing therapists with more information ahead of time can improve their experience as well, leading to better interactions and potential improvements in service delivery.
Educational resources can create a sense of ongoing value, encouraging users to keep coming back for new content, thus boosting retention.
Educational resources can create a sense of ongoing value, encouraging users to keep coming back for new content, thus boosting retention.
Insight
Insight
3
3
3
Users were hesitant about the therapists online which made potential users question Telehealings credibility and hesitant to schedule appointments.
During the survey interview, a key concern which emerged was the hesitation and lack of trust in online therapy over in-person therapy.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
"Is online therapy as effective as in-person sessions."
"can online therapy adequately address complex issues like workplace conflicts and my marital problems. How can we properly connect as we do in-person."
"Clear information about therapist credentials and confidentiality policies."
"Information about the therapists experience with workplace and relationship issues whom I can consult and trust."
"Positive reviews and testimonials about therapists am consulting."
"Is online therapy as effective as in-person sessions."
"can online therapy adequately address complex issues like workplace conflicts and my marital problems. How can we properly connect as we do in-person."
"Clear information about therapist credentials and confidentiality policies."
"Information about the therapists experience with workplace and relationship issues whom I can consult and trust."
"Positive reviews and testimonials about therapists am consulting."
I noticed a few things: users need testimonials, feedback, and proper credentials to impact the trust of potential users.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Recommendation
Recommendation
3
3
3
The UI has been designed which prioritises the needs and requirements of the users.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Leveraging the review and testimonial section for the users which lets the user view past stories of the patients who had their experience with the therapists.
Leveraging the review and testimonial section for the users which lets the user view past stories of the patients who had their experience with the therapists.
Background information about the doctor including their education and years of experience. If they have a registration number, it is also provided.
Background information about the doctor including their education and years of experience. If they have a registration number, it is also provided.
A green badge is a symbol of trust, if the badge is present in the doctor’s profile it is a verified profile and users will be able to trust it.
A green badge is a symbol of trust, if the badge is present in the doctor’s profile it is a verified profile and users will be able to trust it.
What's the ROI for Business?
Providing reviews, testimonials, and background information about therapists, including the green badge for verified profiles, increases users' trust in the platform. This trust encourages more users to book appointments with therapists, boosting the conversion rate.
Providing reviews, testimonials, and background information about therapists, including the green badge for verified profiles, increases users' trust in the platform. This trust encourages more users to book appointments with therapists, boosting the conversion rate.
Displaying therapist credentials and verification badges builds credibility, increasing the likelihood of users trusting the platform and booking services. This also enhances the brand's reputation.
Displaying therapist credentials and verification badges builds credibility, increasing the likelihood of users trusting the platform and booking services. This also enhances the brand's reputation.
Positive testimonials and visible trust symbols encourage users to recommend the service to others, driving referral growth.
Positive testimonials and visible trust symbols encourage users to recommend the service to others, driving referral growth.
Insight
Insight
4
4
4
One of the primary issues clients faced with their previous app was that users were having difficulty managing their records of past sessions, making the process cumbersome for them.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Recommendation
Recommendation
4
4
4
Designed a record management system which will allow the users to look for particular records or prescriptions within the list of all the documents, hence improving accessibility and ease of use.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
What's the ROI for Business?
Providing a more organized and accessible way to manage records will improve the overall user experience, leading to higher satisfaction, which could be reflected in better app ratings and positive reviews.
Providing a more organized and accessible way to manage records will improve the overall user experience, leading to higher satisfaction, which could be reflected in better app ratings and positive reviews.
A streamlined record management system can reduce the time it takes for users to find documents, improving efficiency.
A streamlined record management system can reduce the time it takes for users to find documents, improving efficiency.
A clear, organized system reduces the likelihood of user errors when searching for specific documents, impacting the error rate and user frustration levels.
A clear, organized system reduces the likelihood of user errors when searching for specific documents, impacting the error rate and user frustration levels.
Insight
Insight
5
5
5
During the discovery call the client asked me to include mood tracking as it will bring in users every day.
However, without user feedback, the following feature cannot be included as it could be a waste of resources. Therefore, from the survey, it was found that around 50% of the users wanted to have the mood-tracking feature included in the app. Therefore, the client's need is being validated through the survey.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Recommendation
Recommendation
5
5
5
Build a mood tracker for the users within the app. Using the following feature users will be able to track their daily, weekly, monthly and yearly mood. Get a brief overview of their average mood.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
What's the ROI for Business?
Increased user engagement as it encourages regular app usage as they will interact with the app daily or weekly to track their emotions.
Increased user engagement as it encourages regular app usage as they will interact with the app daily or weekly to track their emotions.
Mood tracking creates a habit loop, making users return regularly, thus increasing app stickiness.
Mood tracking creates a habit loop, making users return regularly, thus increasing app stickiness.
Offering tools that help users actively monitor their mental health can lead to higher satisfaction levels, reflected in improved app ratings and customer reviews.
Offering tools that help users actively monitor their mental health can lead to higher satisfaction levels, reflected in improved app ratings and customer reviews.
Insight
Insight
6
6
6
During the discovery call the client asked me to design their web app as well as they have a significant number of users who are using their desktop app.
Telehealings had their previous version of the app in the desktop version as well. However, it was not as intuitive and lacked usability. Other than that, it needed to have the same design language as the Telehealings App.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
Recommendation
Recommendation
6
6
6
Redesigned the desktop version of the app which matches the design language of the mobile app thus making the transition seamless for the users.
Moreover, the design is similar to the SAAS app making it more accessible for the users to find a certain section or information within the app.
The research conducted for Telehealings suggested that around 50% of the users had one barrier which is time constraints. Around 40% of the users were not certain about the online process as to what could be offered and how the overall process will be done online which primarily requires face-to-face conversation and connection.
What's the ROI for Business?
A consistent design across desktop and mobile enhances brand identity and trustworthiness. Users are more likely to engage with a brand that presents a cohesive experience, leading to improved brand perception and loyalty.
A consistent design across desktop and mobile enhances brand identity and trustworthiness. Users are more likely to engage with a brand that presents a cohesive experience, leading to improved brand perception and loyalty.
Market Differentiation By focusing on a seamless user experience across devices and drawing on familiar SaaS design principles, TeleHealings can differentiate itself in a competitive market. This could attract more users who prioritize usability and accessibility in mental health applications.
Market Differentiation By focusing on a seamless user experience across devices and drawing on familiar SaaS design principles, TeleHealings can differentiate itself in a competitive market. This could attract more users who prioritize usability and accessibility in mental health applications.
A well-designed interface can minimize user errors and confusion, leading to fewer support inquiries and complaints (Reduced support cost). This can result in cost savings over time, as customer support teams can focus on more complex issues rather than basic navigation problems.
A well-designed interface can minimize user errors and confusion, leading to fewer support inquiries and complaints (Reduced support cost). This can result in cost savings over time, as customer support teams can focus on more complex issues rather than basic navigation problems.
Components and Variants.
These are some of the variants and components which are designed from scratch for Telehealings smartphone and desktop application.
These are some of the variants and components which are designed from scratch for Telehealings smartphone and desktop application.
Components and Variants for smartphone
Components and Variants for smartphone
Components and Variants for desktop
Components and Variants for desktop
Final.
Key Learnings:
Holistic Ownership and Cross-functional collaboration —
Working as the sole product designer likely required me to own multiple facets of the project—from UX/UI design to interaction with developers and stakeholders. I gained insights into:
How to effectively communicate design rationale and decisions to non-design stakeholders.
Managing the entire design process from end to end, helped me refine my leadership, project management, and collaboration skills.
Taking on a strategic role by aligning my design decisions with both business goals and user needs, particularly in making the pivot toward mental health users.
Working as the sole product designer likely required me to own multiple facets of the project—from UX/UI design to interaction with developers and stakeholders. I gained insights into:
How to effectively communicate design rationale and decisions to non-design stakeholders.
Managing the entire design process from end to end, helped me refine my leadership, project management, and collaboration skills.
Taking on a strategic role by aligning my design decisions with both business goals and user needs, particularly in making the pivot toward mental health users.
User-Centric design with limitations —
Although I didn’t have time for formal user research, I still had to empathize with a new target audience (mental health patients) and make informed design decisions. This likely helped me learn how to:
Leverage indirect user data and insights to inform the design process.
Maintain a user-centred focus, even with limited direct feedback.
Make rapid, iterative decisions and trust my design instincts to solve user pain points, based on market understanding and experience.
Although I didn’t have time for formal user research, I still had to empathize with a new target audience (mental health patients) and make informed design decisions. This likely helped me learn how to:
Leverage indirect user data and insights to inform the design process.
Maintain a user-centred focus, even with limited direct feedback.
Make rapid, iterative decisions and trust my design instincts to solve user pain points, based on market understanding and experience.
Adapting to constraints and driving creativity and efficiency —
As a solo product designer working under significant time, budget, and team constraints, I likely learned how to prioritize tasks and come up with creative solutions quickly. Without the luxury of user research and a larger design team, I had to rely on the initial discovery call insights and devise efficient strategies for redesigning the user experience. This experience likely taught me how to:
Adapt my design process to work within tight constraints.
Use limited resources (customer insights, existing features) to still deliver a product that meets user needs.
Streamline workflows and be highly resourceful in ideating and testing solutions.
As a solo product designer working under significant time, budget, and team constraints, I likely learned how to prioritize tasks and come up with creative solutions quickly. Without the luxury of user research and a larger design team, I had to rely on the initial discovery call insights and devise efficient strategies for redesigning the user experience. This experience likely taught me how to:
Adapt my design process to work within tight constraints.
Use limited resources (customer insights, existing features) to still deliver a product that meets user needs.
Streamline workflows and be highly resourceful in ideating and testing solutions.