Digital CBT Management:
Tailoring Experiences for Every Role
April 2022 – August 2022
Figma, Miro, Balsamiq
My Role
As the lead Product Designer for this project, I spearheaded the redesign of the admin and clinician-facing platform while contributing to the patient-facing experience.
The Problem
Cognitive Behavioral Therapy (CBT) equips individuals with tools to improve their mental health and overall well-being. TELUS Health Specialized Digital Therapy delivers CBT in a digital format.
However, the admin and clinician-facing platform struggled to meet its users’ needs:
Tracking participant journeys was cumbersome.
Poor information hierarchy hindered efficiency.
Prioritized flows resulted in excessive time-on-task.
To provide the highest standard of care, the platform required a comprehensive redesign of both its UX and UI.
!spoiler!
The Outcome
Through a collaborative, iterative design process, we:
Improved participant journey tracking for clinicians and admins.
Streamlined workflows, reducing time-on-task for key actions.
Delivered a reorganized and intuitive information hierarchy, enhancing overall user satisfaction.
The Journey
1. Understanding the Landscape
Goal: Map and analyze the existing platform to identify key challenges.
Actions:
Conducted two dedicated sprints to document all features and visualize existing flows.
Compiled a detailed inventory of features to establish a foundation for improvement.
2. Learn from the users
Goal: Uncover the needs, priorities, and frustrations of clinicians and admins.
Actions:
Conducted user interviews over one sprint.
Synthesized findings into actionable requirements to address pain points.
3. Ideating Solutions
Goal: Translate insights into practical, user-centered solutions.
Actions:
Conducted two sprints to refine feature lists, reorganize information hierarchy, and propose flow optimizations.
Created alternative flow designs that reduced steps and improved usability.
