Client
Calmerry is a platform that helps individuals overcome various mental health issues and facilitates positive change.
Calmerry is a platform that helps individuals overcome various mental health issues and facilitates positive change.
Calmerry is a platform that helps individuals overcome various mental health issues and facilitates positive change.
Client's Objectives
Understand how users would address the issues they encounter while using the service
Understand how users would address the issues they encounter while using the service
Understand how users would address the issues they encounter while using the service
Encourage users to provide detailed feedback about their experience with the service
Encourage users to provide detailed feedback about their experience with the service
Encourage users to provide detailed feedback about their experience with the service
Main problem
High Churn Rate
High Churn Rate
High Churn Rate
Identified causes
Mismatched customer expectations (unrealistic expectations): users lack updated knowledge about how therapy works
Mismatched customer expectations (unrealistic expectations): users lack updated knowledge about how therapy works
Mismatched customer expectations (unrealistic expectations): users lack updated knowledge about how therapy works
Lack of instructions regarding the next steps for users after paying for the service
Lack of instructions regarding the next steps for users after paying for the service
Lack of instructions regarding the next steps for users after paying for the service
Delays in responses from therapists
Delays in responses from therapists
Delays in responses from therapists
Delays or misunderstandings regarding their progress by users
Delays or misunderstandings regarding their progress by users
Delays or misunderstandings regarding their progress by users
Misunderstanding of the service's capabilities and what users can do
Misunderstanding of the service's capabilities and what users can do
Misunderstanding of the service's capabilities and what users can do
What if therapist isn’t a “match” for me?
What if therapist isn’t a “match” for me?
What if therapist isn’t a “match” for me?
What if therapist isn’t a “match” for me?
I'm willing to have as many sessions as it takes to solve my problem
I'm willing to have as many sessions as it takes to solve my problem
I'm willing to have as many sessions as it takes to solve my problem
I'm willing to have as many sessions as it takes to solve my problem
Don’t wanna answer too many questions from the start
Don’t wanna answer too many questions from the start
Don’t wanna answer too many questions from the start
Don’t wanna answer too many questions from the start
Having discounts for my first session would be nice
Having discounts for my first session would be nice
Having discounts for my first session would be nice
Having discounts for my first session would be nice
User Interview Insights
User Interview Insights
User Interview Insights
We validated assumptions, collected feedback, and identified opportunities
We validated assumptions, collected feedback, and identified opportunities
We validated assumptions, collected feedback, and identified opportunities
I don't want to pay for session until I see interface and therapists profile
I don't want to pay for session until I see interface and therapists profile
I don't want to pay for session until I see interface and therapists profile
I don't want to pay for session until I see interface and therapists profile
I'm fine with online counseling and have got a spot to do it
How can I solve problems if any?
How can I solve problems if any?
How can I solve problems if any?
How can I solve problems if any?
it's important to feel like I'm making progress
it's important to feel like I'm making progress
it's important to feel like I'm making progress
it's important to feel like I'm making progress
I'm fine with online counseling and have a spot to do it
I'm fine with online counseling and have a spot to do it
I'm fine with online counseling and have a spot to do it
Why is this question included in questionnaire?
Why is this question included in questionnaire?
Why is this question included in questionnaire?
Why is this question included in questionnaire?
Jobs To Be Done
Jobs To Be Done
Jobs To Be Done
Situation
Situation
→
→
Motivation
Motivation
→
→
Expected outcome
Expected outcome
When I am filling questionnaire,
When I am filling questionnaire,
I want to know why I am asked these questions
I want to know why I am asked these questions
not to waste time on unimportant questions
not to waste time on unimportant questions
When I'm matched with a therapist,
I want to evaluate them myself
to understand if there's anything about this person that might put me off or not suit me
When I'm matched with a therapist,
I want to understand what my next steps will be
to ensure that I'll get what I'm paying for
If I don't like the therapist,
I want to be able to easily change them
so I can work only with people I feel comfortable with
When I work with a therapist,
I want to be aware of my progress
so I can assess changes and receive confirmation of the therapy's benefits
When I'm matched with a therapist,
I want to evaluate them myself
to understand if there's anything about this person that might put me off or not suit me
When I'm matched with a therapist,
I want to understand what my next steps will be
to ensure that I'll get what I'm paying for
If I don't like the therapist,
I want to be able to easily change them
so I can work only with people I feel comfortable with
When I work with a therapist,
I want to be aware of my progress
so I can assess changes and receive confirmation of the therapy's benefits
Hypothesis
Hypothesis
Hypothesis
💭
💭
Showcasing the interface and matching a specialist before payment increases the likelihood of payment and encourages ongoing usage
Showcasing the interface and matching a specialist before payment increases the likelihood of payment and encourages ongoing usage
💭
💭
Highlighting the therapist change feature and online support prompts users to seek support more often for issue resolution and encourages ongoing app usage
Highlighting the therapist change feature and online support prompts users to seek support more often for issue resolution and encourages ongoing app usage
💭
💭
Optimizing the questionnaire leads to more users completing it, ↑ conversion into the desired action
Optimizing the questionnaire leads to more users completing it, ↑ conversion into the desired action
💭
💭
Simplifying the interface and adding tooltips enhances the user experience, facilitating quicker aha-moments, → increased conversion into the desired action and retaining users
Simplifying the interface and adding tooltips enhances the user experience, facilitating quicker aha-moments, → increased conversion into the desired action and retaining users
💭
💭
Creating a homepage with key app features improves the user experience and helps retain users
Creating a homepage with key app features improves the user experience and helps retain users
💭
Showcasing the interface and matching a specialist before payment increases the likelihood of payment and encourages ongoing usage
💭
Highlighting the therapist change feature and online support prompts users to seek support more often for issue resolution and encourages ongoing app usage
💭
Optimizing the questionnaire leads to more users completing it, ↑ conversion into the desired action
💭
Simplifying the interface and adding tooltips enhances the user experience, facilitating quicker aha-moments, → increased conversion into the desired action and retaining users
💭
Creating a homepage with key app features improves the user experience and helps retain users
Business Metrics
Business Metrics
Business Metrics
Retention
📑
The updated questionnaire design allows the user to provide the necessary information and set a goal for themselves effortlessly
📱
Push notifications will inform the user about the therapist search process and further actions
🫶🏻
After the session, we will track the user's feedback and provide suggestions on how they can improve or alter their therapy experience
Paying Convertion
👀
The user will explore the application, ensuring that the functionality meets their needs, and their decision to use the app will be more deliberate
🕵🏾♀️
The user will review the therapist's profile and confirm that the specialist suits them. Since the user is engaged in the selection process, they are more likely to prefer the therapist and will know that their choice can be changed if needed
Retention
📑
The updated questionnaire design allows the user to provide the necessary information and set a goal for themselves effortlessly
📱
Push notifications will inform the user about the therapist search process and further actions
🫶🏻
After the session, we will track the user's feedback and provide suggestions on how they can improve or alter their therapy experience
Paying Convertion
👀
The user will explore the application, ensuring that the functionality meets their needs, and their decision to use the app will be more deliberate
🕵🏾♀️
The user will review the therapist's profile and confirm that the specialist suits them. Since the user is engaged in the selection process, they are more likely to prefer the therapist and will know that their choice can be changed if needed
Retention
📑
The updated questionnaire design allows the user to provide the necessary information and set a goal for themselves effortlessly
📱
Push notifications will inform the user about the therapist search process and further actions
🫶🏻
After the session, we will track the user's feedback and provide suggestions on how they can improve or alter their therapy experience
Paying Convertion
👀
The user will explore the application, ensuring that the functionality meets their needs, and their decision to use the app will be more deliberate
🕵🏾♀️
The user will review the therapist's profile and confirm that the specialist suits them. Since the user is engaged in the selection process, they are more likely to prefer the therapist and will know that their choice can be changed if needed
Retention
📑
The updated questionnaire design allows the user to provide the necessary information and set a goal for themselves effortlessly
📱
Push notifications will inform the user about the therapist search process and further actions
🫶🏻
After the session, we will track the user's feedback and provide suggestions on how they can improve or alter their therapy experience
Paying Convertion
👀
The user will explore the application, ensuring that the functionality meets their needs, and their decision to use the app will be more deliberate
🕵🏾♀️
The user will review the therapist's profile and confirm that the specialist suits them. Since the user is engaged in the selection process, they are more likely to prefer the therapist and will know that their choice can be changed if needed
Questionnaire
Reduced step count, combined similar questions & added explanations to each question.
Reduced step count, combined similar questions & added explanations to each question.
Reduced step count, combined similar questions & added explanations to each question.
Managed user expectations with prompts.
Managed user expectations with prompts.
Managed user expectations with prompts.
Timely feedback and limitation information.
Timely feedback and limitation information.
Timely feedback and limitation information.
User focuses on themselves in the questionnaire.
User focuses on themselves in the questionnaire.
User focuses on themselves in the questionnaire.
Anticipate user comfort needs.
Anticipate user comfort needs.
Anticipate user comfort needs.
Homescreen
Introducing homescreen that contains summarised information relevant for user.
Introducing homescreen that contains summarised information relevant for user.
Introducing homescreen that contains summarised information relevant for user.
This screen is accessed upon completing the questionnaire, allowing the user to explore the app while the search for a specialist continues.
This screen is accessed upon completing the questionnaire, allowing the user to explore the app while the search for a specialist continues.
This screen is accessed upon completing the questionnaire, allowing the user to explore the app while the search for a specialist continues.
Here user can immediately schedule calls, view the specialist's status and schedule, update their information, and add funds.
Here user can immediately schedule calls, view the specialist's status and schedule, update their information, and add funds.
Here user can immediately schedule calls, view the specialist's status and schedule, update their information, and add funds.
Session request
Before selecting a session date, users can choose to a suitable subscription plan.
Before selecting a session date, users can choose to a suitable subscription plan.
Before selecting a session date, users can choose to a suitable subscription plan.
User receives a personalized payment link, eliminating the need to log in again in the browser.
User receives a personalized payment link, eliminating the need to log in again in the browser.
User receives a personalized payment link, eliminating the need to log in again in the browser.
Tooltips are used to guide users through the interface initially.
Tooltips are used to guide users through the interface initially.
Tooltips are used to guide users through the interface initially.
The treatment consent screen has been moved to the end of the flow.
The treatment consent screen has been moved to the end of the flow.
The treatment consent screen has been moved to the end of the flow.
Therapist’s profile
Therapist’s profile
Layout optimized, request session button and live chat button added & the therapist change request button has become more prominent.
Layout optimized, request session button and live chat button added & the therapist change request button has become more prominent.
Layout optimized, request session button and live chat button added & the therapist change request button has become more prominent.
Tooltip with explanations added on why the system recommends this therapist to the user.
Tooltip with explanations added on why the system recommends this therapist to the user.
Tooltip with explanations added on why the system recommends this therapist to the user.
Options for reasons for replacing the therapist are displayed as chips for easier access & request status for replacement is displayed in a bright and clear way.
Options for reasons for replacing the therapist are displayed as chips for easier access & request status for replacement is displayed in a bright and clear way.
Options for reasons for replacing the therapist are displayed as chips for easier access & request status for replacement is displayed in a bright and clear way.
Chat with therapist
Simplified navigation bar: information about therapist availability (whether they are currently in a session or if they are off today) has been moved to a tooltip beneath it.
Simplified navigation bar: information about therapist availability (whether they are currently in a session or if they are off today) has been moved to a tooltip beneath it.
Simplified navigation bar: information about therapist availability (whether they are currently in a session or if they are off today) has been moved to a tooltip beneath it.
Chat actions have been moved to a popover menu for easier access.
Chat actions have been moved to a popover menu for easier access.
Chat actions have been moved to a popover menu for easier access.
Now, users can access a therapist's profile with just one click.
Now, users can access a therapist's profile with just one click.
Now, users can access a therapist's profile with just one click.
Session feedback
After the user completes their first session with a specialist, it's important to know how it went. This allows us to quickly understand the user's opinion of the specialist and if there is a need to change them.
After the user completes their first session with a specialist, it's important to know how it went. This allows us to quickly understand the user's opinion of the specialist and if there is a need to change them.
After the user completes their first session with a specialist, it's important to know how it went. This allows us to quickly understand the user's opinion of the specialist and if there is a need to change them.
Showing less question and shifting the focus from communication quality to user experience.
Showing less question and shifting the focus from communication quality to user experience.
Showing less question and shifting the focus from communication quality to user experience.
If the user rates more than three stars, we automatically offer to schedule the next session.
If the user rates more than three stars, we automatically offer to schedule the next session.
If the user rates more than three stars, we automatically offer to schedule the next session.
Next steps
Next steps
Next steps
💡
Test the redesign through user interviews or unmoderated research.
These methods provide valuable insights into user interactions, preferences, and potential issues, helping refine the redesign effectively.
💡
Draw the user's attention to progress tracking tools and involve the consultant or assistant in processing this information (remind the user about these tools, offer to use them, provide feedback).
💡
Work on engaging the user in case their activity decreases or stops (offer discounts, inform about new features through push notifications or newsletters, activate communication with the assistant).
💡
Test the redesign through user interviews or unmoderated research.
These methods provide valuable insights into user interactions, preferences, and potential issues, helping refine the redesign effectively.
💡
Draw the user's attention to progress tracking tools and involve the consultant or assistant in processing this information (remind the user about these tools, offer to use them, provide feedback).
💡
Work on engaging the user in case their activity decreases or stops (offer discounts, inform about new features through push notifications or newsletters, activate communication with the assistant).
💡
Test the redesign through user interviews or unmoderated research.
These methods provide valuable insights into user interactions, preferences, and potential issues, helping refine the redesign effectively.
💡
Draw the user's attention to progress tracking tools and involve the consultant or assistant in processing this information (remind the user about these tools, offer to use them, provide feedback).
💡
Work on engaging the user in case their activity decreases or stops (offer discounts, inform about new features through push notifications or newsletters, activate communication with the assistant).
💡
Test the redesign through user interviews or unmoderated research.
These methods provide valuable insights into user interactions, preferences, and potential issues, helping refine the redesign effectively.
💡
Draw the user's attention to progress tracking tools and involve the consultant or assistant in processing this information (remind the user about these tools, offer to use them, provide feedback).
💡
Work on engaging the user in case their activity decreases or stops (offer discounts, inform about new features through push notifications or newsletters, activate communication with the assistant).
Other projects
Other projects
Other projects
Currently based in Seattle, WA
anastasiiasiedova12@gmail.com
+1 (253) 366 4361
Contact me
Currently based in Seattle, WA
anastasiiasiedova12@gmail.com
+1 (253) 366 4361
Contact me
Currently based in Seattle, WA
anastasiiasiedova12@gmail.com
+1 (253) 366 4361
Contact me
Currently based in Seattle, WA
anastasiiasiedova12@gmail.com
+1 (253) 366 4361
Contact me