Calmerry. Improvement of the first session experience.

Calmerry, designers: David, Adriana, Daria, Roman, 2023

Calmerry is an application that helps users get quality psychological help and emotional support when needed, regardless of where they are.

The problem: People often give up on the therapists Calmerry advises them not to return the product, want a refund

The task: Work out the main scenario — onboarding, presentation of the found therapist.

The goal: Improve the selection of a therapist for the user, so that after the first session he books the next one.

Steps
  1. Storm the questions
  2. Conduct in-depth interviews
  3. Identify key insights
  4. Create a user flow
  5. Draw the interface
  6. Protest the solution
Discovery
  1. Hypotheses and questions. Formulated hypotheses and questions for conducting interviews.
  2. Interview. Interviews were conducted with 8 respondents who had experience in therapy.
  3. Insights and expectations. Gained insights and formulated user expectations.
Hypothesis
  • People want to see a therapist's testimonials, licenses, certifications, how many years of experience, and a description of the practice, to make sure that he will help them.
  • People want to be able to choose one of the proposed therapists.
  • People expect adequate non-mandatory communication and avoid condemnation, abuse, aggression, and depreciation.
  • People want to understand how long the therapy will last.
  • People expect the therapist to be in a suitable location and prepared.
  • People want to get an explanation of their request/problem in the first session and also some explanation about the therapy to understand what is going on.

Interviews →

Insights
  • People want to feel compassion and support, not aggression and judgment.
  • People want to understand, in general, how therapy works and what it is.
  • Poor connection and extraneous noises don’t allow people to open up.
  • People want to be able to choose their therapist.
Job Stories
  1. When I see a pre-selected therapist, I want to make sure that he is a competent specialist to receive quality therapy.
  2. If I don't like the therapist, I want to be able to change them to make me feel comfortable.
    When I paid the subscription, I wanted to understand what the next steps would be and what awaited me next.
  3. Once I have been matched with a therapist, I want them to contact me right away to start therapy or ask questions.
  4. When I think of something to share with a therapist, I want to jot down my thoughts somewhere so I can work through it with the therapist.
  5. When I am in a session for the first time, I want to know a brief information about the therapy to have a general idea about it.
  6. When the session begins, I want to see the therapist prepared, to understand that he treats the work responsibly.
Ideation & User Flow
  1. Make the registration part of the survey to approach the aha moment, that is, not to force the user to take unnecessary actions.
  2. Allow users to see a video presentation of the therapist and a detailed description of competence, achievements, and professionalism.
  3. Provide the user with a choice among several "perfectly matched" therapists, but give the opportunity to independently choose the most suitable one.
  4. Make payment at the final part of the therapy time reservation

Solutions

Sign Up

We added a welcome screen to immediately explain to the user: what awaits him at the next stage. Separated the registration process and the user survey so that this process does not seem too long, since the survey itself contains many questions.

Survey

We have also combined some questions into one: to reduce the number of questions and speed up the process, such as questions about first and last names and places of residence. For users who noted a lack of experience in therapy, we simplified the step of choosing a therapist's specialization, replacing it with defining goals.

Survey Results

After the survey, we greeted the user and unobtrusively asked permission to receive messages, explaining why we needed it.

Finding a therapist

At the next stage, the system selects a therapist for the user, and while this process is going on, the user can study the therapist and follow this process in the Sessions section.

When the search ends, we inform him about the found therapists and allow him to book an appointment, if the user wants to postpone this moment - there will always be a message indicator next to the Session tab, which will prompt him to go to this section and complete the action.

We've also combined the time slot and session duration screens to speed up booking.

Payment

And in the final step, the person goes to the site where he pays for the subscription and we return it to the application.

Video session

In the Sessions section, the user sees his next booked session with the selected therapist, and a reminder if the session has already started.

Change a therapist's request

After each session, the user leaves optional feedback, can change the therapist to one of those selected by the system at the very beginning, or request a new search for therapists.

Next steps

Usability testing: Testing and improvement of main scripts. Working out secondary scripts.

Analytic data: % conversion to registration. % churn on different screens in the target scenario, retention.

Usage metrics: Lifetime Value (LTV). Customer Acquisition Cost (CAC).

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© David Gor, 2023