Rodrigo Fernando

Project

(A)

Helsa Helps

Connects users with specialised LGBTQ+ psychologists who understand the unique challenges and experiences of this community.

Overview

(B)

Problem

How might we address the gap in mental health services for LGBTQ+ individuals by providing tailored support that meets the growing demand beyond what the NHS and LGBTQ+ charities can offer?

Outcome

The team secured funding from a venture capital-backed startup accelerator thanks to the high-fidelity prototype, which the program deemed a Minimum Viable Product (MVP).

This research project focused on improving the Case Template by identifying usability issues and proposing enhancements to its configuration, which is one of the platform's main tasks.

The team secured funding from a venture capital-backed startup accelerator thanks to the high-fidelity prototype, which the program deemed a Minimum Viable Product (MVP).

Info

(C)

Role

UI Designer

Timeline

4 weeks

Team

Project Owner

Project Manager

Tools

Figma

Design Sprint

(D)

My role was to translate research findings into a user-friendly, clickable prototype.

This experience gave me valuable insights into the process of delivering a successful prototype for user testing.

Time constraints were a significant hurdle. The Product Owner had a tight deadline for delivering a business plan with an MVP prototype for the venture program.

The tickets raised with the Customer Delivery Support team mainly guided the product's improvements. This project presented an opportunity for the UX team to influence the Product Roadmap and create a backlog of improvements.

Week: 1 - 2

In the first week, I reviewed the initial research findings and brainstormed user flows and visual boards with the Project Manager and Product Owner. Once they approved the initial flow, I began sketching and iterating based on the team’s feedback. After completing the prototype, we conducted usability testing and UX interviews with 10 participants.

At the start of the project, the UX/UI designers and I conducted a heuristic evaluation of the feature, identifying design and UX best practice issues and technical problems.  We categorised these issues and discussed them with the Project Manager, ensuring a systematic approach that paved the way for a user-centric design process.

Week: 3 - 4

After collating the new insights, I updated the prototype for the next round of testing. We then conducted another usability testing session with 25 participants, including some from the previous session and new participants.

Visual Board

(E)

Wireframe #1

Feature #1

(G)

Onboarding

The onboarding process was the first feature we drafted. It aims to give users an initial glimpse of the platform's services while allowing them to set up their profiles and personalize their app experience.

Our primary goal was to create a friendly and inviting user flow and language, helping users gradually feel comfortable sharing personal information about their lives. By focusing on a seamless and empathetic onboarding experience, we aimed to build trust and ensure users felt supported from the very beginning.

Prototype #1

(H)

Dashboard and Tool Kits

The dashboard helps users track their emotions and progress, providing a clear view of their activity streak and prompting them to engage in new activities tailored to their personalised psychology journeys.

With visual progress indicators and motivational messages, the dashboard reassures users of their progress and keeps them motivated.

The Tool Kits feature, with its diverse range of programs on various topics, serves as a comprehensive guide for users. It leads them through self-reflection journeys, helping to boost positive feelings and reduce negative ones. Integrating with the dashboard forms a robust support system, fostering continuous engagement and personalised growth.

Prototype #1

Feature #1

(I)

Chat bot and Matching

The final prototype significantly evolved based on testing insights. Users are now onboarded by a chatbot that asks questions to configure their profiles, assess their emotional state, and recommend psychologists specialising in the necessary treatments.

This conversational approach makes onboarding engaging and ensures accurate therapist matches, enhancing the overall user experience and outcomes. Integrating the chatbot and matching feature creates a seamless, supportive entry point, fostering a sense of connection and care.

Insights

(J)

(G)

The client managed to secured their place in the incubation program.

The team secured their funding, but they were encouraged continuous research users needs and pain points to further refine the idea

Lessons Learnt

(K)

(H)

Video Therapy

There is a high demand for video therapy, with 80% of users preferring this format. This highlights the importance of incorporating interactive elements to facilitate better connections between users and therapists. Ensuring a seamless and engaging video therapy experience is crucial for meeting user needs and enhancing the overall effectiveness of the platform.

Complementary Tools

The importance of complementary features such as Tool Kits and chatbot support. These elements proved crucial for ongoing support between therapy sessions, helping users maintain progress and feel supported even when not directly interacting with their therapist.

Pre-diagnosis Questionnaire

A key lesson learned was the participants' desire for a pre-diagnosis questionnaire. This tool would help determine the type of support needed and facilitate better matching with therapists, ensuring users receive the most appropriate and effective care right from the start.

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