BetterHelp
Improving system entries for therapists
Enhanced workflows
Most therapists reported feeling confident using this design
Limited visual clutter
Reduced system entry size by over 50%
Improved readability
Collaborated with Sr. UX Writer to edit copy
Context
As part of BetterHelp's strides to enhance the interface of their therapist experiences, I led a project to improve the design of system entries for their user base of over 30,000 therapists. I aimed to improve readability, reduce visual clutter, and help therapists keep track of conversations with clients.
Final designs are hidden to respect my NDA. Please contact me for access.
Impact
I tested my designs with 30 BetterHelp therapists and a majority reported feeling confident using the designs in their workflows. I synthesized these findings into a presentation to inform future BetterHelp design decisions.
Role
Product Design
UX Research
User Testing
Timeline
3 months
Collaborated with
Product Design team
Product Manager
Developers
UX Writer
UX Research Analyst
Challenge
Therapist's messages with clients get cluttered by recurring system entries, such as scheduling updates and goal changes, disrupting their flow of conversation.
Research
To better understand industry standards for messaging experiences, I conducted a competitive analysis primarily of other messaging platforms.
Insights
I found that BetterHelp was struggling with oversized system entries and uniform text styles that cluttered messages and were difficult to scan.
Ideations
With the goal of readability and size reduction in mind, I explored a variety of design changes such as different system entry layouts, collapsable system entries, and updating icons.
Iterations
I aimed to design a variety of high level and minimum level options to create flexibility when discussing decisions with developers and product managers.
Final Design
My final designs featured a reskin of the system entries that reduced their size by over 50%. Icons and copy were edited to make scanning system entries more efficient. These changes helped system entries not overcrowd messages between therapists and clients, so they can focus on their conversations and growth.
Final designs are hidden to respect my NDA. Please contact me for access.
Takeaways
01
Working cross functionally
Worked with a product manager, developers, researchers, and a UX writer to design within scope and consider business constraints while designing.
02
Collaborating with other designers
Completed a brainstorm and critique with senior designers to explore multiple ideations and narrow down my designs.
03
Measuring for success
Learned to create measurable goals and built a user testing plan to gain quantitative feedback on design effectiveness.