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.

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