Alleviate therapy

In the research phase, we embraced a user-centric approach and employed "How Might We" (HMW) statements to frame some of the challenges for both new and existing users

• Develop a platform that emphasises delivering high-quality care to users while ensuring transparency regarding user data.
• Enable users to select their therapist according to their specific needs. Implement a matchmaking process to foster rapport-building, allowing users to establish a strong alliance with their therapist.
• Incorporate built-in tools within the app to facilitate therapists in monitoring changes in assessment scores and engaging in Cognitive Behavioural Therapy (CBT) through worksheets and handouts.

Questionnaires & Surveys

1) Guiding Questions for patient users:

In the research phase, we embraced a user-cI sent surveys among individuals who had experience with online therapy and therapists to gather insights into the challenges they encountered on online therapy platforms.entric approach and employed "How Might We" (HMW) statements to frame some of the challenges for both new and existing users

1) Guiding Questions for patient users:

• How does your online therapy experience differ from traditional face-to-face therapy?
• Do you think online therapy is just as effective as traditional therapy?
• What are the benefits and drawbacks of using online therapy?

2) Guiding Questions for therapist users:

• How do these platforms or tools help you as a professional when treating your patients?
• Do you think online therapy apps that are readily available on app stores are effective in treating individuals suffering from mental health?
• Do you think online therapy apps that are readily available on app stores are effective in treating individuals suffering from mental health?

2) Define

Each app exhibited its strengths and weaknesses, through its features and user ratings. The questionnaires aimed to provide understanding of user pain points. Upon reviewing the responses, a recurring issue began to surface

Pain points from patient users

2) Define

Each app exhibited its strengths and weaknesses, through its features and user ratings. The questionnaires aimed to provide understanding of user pain points. Upon reviewing the responses, a recurring issue began to surface

Pain points from patient users

• Subscription-based payments
  
  Despite claims of affordability, users found monthly subscriptions on online therapy platforms to be costly. Many preferred a pay-per-session model, and some users noted their session lasted below the 50 minute standard.
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• Finding a suitable therapist
  
  Users often faced difficulties when assigned therapists at random, leading to a hit-or-miss situation. Many opted to switch if they found the assigned therapist incompatible with their needs.
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• Geographical time differences
  
  While online therapy apps boast a global reach, the concentration of professionals in the U.S. posed challenges for international users. The inconvenience stemmed from differing time zones and language barriers, impacting the accessibility and effectiveness of sessions.

Pain points from therapists

• Low Engagement rate
  
  Therapists noted that clients often discontinue therapy due to low motivation and a fear of judgment. Enhancing engagement is crucial to foster a stronger connection with their therapist and promote progress.
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•  Lack of psychological tools within the app 
  
  Therapists frequently task patients with activities during sessions to encourage self-discovery. However, the tools for these activities are typically provided by third-party vendors, and the process of downloading, editing, and sending worksheets to clients can be time-consuming.

After reviewing the questionnaire responses, I synthesised my research findings by creating an empathy map. This method allowed me to understand the perspectives of both patients and therapists, not only delving into their experiences but also identifying potential changes to enhance engagement and foster the client-therapist alliance.

4) Prototype

Based on my sketches and user flows, I began generating wireframes using Apple's Human Interface Guidelines and experimenting with various patterns and layouts.

Whilst MFA provides various methods, we discussed the pros and cons of each before ultimately choosing two primary approaches for implementation in our system:

1) Authenticator Apps

• Time-based one-time password (TOTP) generates a unique temporary password that changes at regular intervals based on current time. We adopted Microsoft's and Google’s authenticator apps as they are industry recognised and provide a robust solution.

2) Mobile Verification

• Integrating a mobile verification method offers a simpler and more user-friendly option. Using an SMS or automated call provides an additional layer of security and can be an alternative to users who are less tech savvy.

We mapped out a user journey during patient onboarding, streamlining the MFA setup process and allowing existing users to set up MFA within the platform, whilst ensuring a user-friendly experience.