Making it easier to get into care and book with a therapist
✹ Internship @ Lyra Health ✹
Team Product Manager, UX Researcher, three Product Designers, Developer
Role Product Design Intern on the Search for Care Team
Timeline Oct–Dec 2022 (12 weeks)
Making it easier to get into care and book with a therapist
✹ Internship @ Lyra Health ✹
Team Product Manager, UX Researcher, three Product Designers, Developer
Role Product Design Intern on the Search for Care Team
Timeline Oct–Dec 2022 (12 weeks)
Making it easier to get into care and book with a therapist
✹ Internship @ Lyra Health ✹
Team Product Manager, UX Researcher, three Product Designers, Developer
Role Product Design Intern on the Search for Care Team
Timeline Oct–Dec 2022 (12 weeks)
Context
Context
Context
How can we enhance the process of finding the right therapist and improve members' experience in the search for the right fit?
How can we enhance the process of finding the right therapist and improve members' experience in the search for the right fit?
How can we enhance the process of finding the right therapist and improve members' experience in the search for the right fit?
Lyra Health is a leading provider of innovative mental health benefits for more than 2.5 million global employees and dependents, connecting companies and their employees to world-class therapists, mental health coaches, and personalized medication prescribing.
As a product design intern on the Search for Care team, I worked on redesigning the experience of searching for and finding a therapist. Our goal was to increase program adoptions and make it easier for members to easily find the right mental healthcare match.
Lyra Health is a leading provider of innovative mental health benefits for more than 2.5 million global employees and dependents, connecting companies and their employees to world-class therapists, mental health coaches, and personalized medication prescribing.
As a product design intern on the Search for Care team, I worked on redesigning the experience of searching for and finding a therapist. Our goal was to increase program adoptions and make it easier for members to easily find the right mental healthcare match.
Lyra Health is a leading provider of innovative mental health benefits for more than 2.5 million global employees and dependents, connecting companies and their employees to world-class therapists, mental health coaches, and personalized medication prescribing.
As a product design intern on the Search for Care team, I worked on redesigning the experience of searching for and finding a therapist. Our goal was to increase program adoptions and make it easier for members to easily find the right mental healthcare match.
Overview
Overview
Overview
A top priority for Lyra Health is to increase therapy adoptions. We considered multiple opportunities on the provider results page to make it easier for users to get into care and book with a therapist.
We went wide in our provider results explorations and converged on three variations to test in order to understand user motivations when booking with a therapist. Since availability is what impacts booking directly, we tested variations that explore different ways to book with Lyra therapists on the results page.
A top priority for Lyra Health is to increase therapy adoptions. We considered multiple opportunities on the provider results page to make it easier for users to get into care and book with a therapist.
We went wide in our provider results explorations and converged on three variations to test in order to understand user motivations when booking with a therapist. Since availability is what impacts booking directly, we tested variations that explore different ways to book with Lyra therapists on the results page.
A top priority for Lyra Health is to increase therapy adoptions. We considered multiple opportunities on the provider results page to make it easier for users to get into care and book with a therapist.
We went wide in our provider results explorations and converged on three variations to test in order to understand user motivations when booking with a therapist. Since availability is what impacts booking directly, we tested variations that explore different ways to book with Lyra therapists on the results page.
What is Provider Results?
What is Provider Results?
What is Provider Results?
The provider results page enables users to book appointments or initiate contact with their chosen provider.
The provider results page enables users to book appointments or initiate contact with their chosen provider.
The provider results page enables users to book appointments or initiate contact with their chosen provider.
This page displays a list of mental healthcare providers that are a good match for the member, based on their specific needs and preferences. The current page showcases each recommended provider's brief bio, available meeting modes, their upcoming availability, and a call-to-action to view their calendar.
This page displays a list of mental healthcare providers that are a good match for the member, based on their specific needs and preferences. The current page showcases each recommended provider's brief bio, available meeting modes, their upcoming availability, and a call-to-action to view their calendar.
This page displays a list of mental healthcare providers that are a good match for the member, based on their specific needs and preferences. The current page showcases each recommended provider's brief bio, available meeting modes, their upcoming availability, and a call-to-action to view their calendar.
Current provider results page
Current provider results page
Current provider results page
Exploring the Problem Space
Exploring the Problem Space
Exploring the Problem Space
After reading through the PRD, we wanted to understand members' perspectives on provider booking.
After reading through the PRD, we wanted to understand members' perspectives on provider booking.
After reading through the PRD, we wanted to understand members' perspectives on provider booking.
We wanted to know how members were thinking about booking with a provider, what trade-off they are making, and what inspires confidence and trust when booking with a provider.
We looked through previous studies and research, and learned that information such as provider images, specializations, and general availability was what member were looking for when searching for a provider.
We wanted to know how members were thinking about booking with a provider, what trade-off they are making, and what inspires confidence and trust when booking with a provider.
We looked through previous studies and research, and learned that information such as provider images, specializations, and general availability was what member were looking for when searching for a provider.
We wanted to know how members were thinking about booking with a provider, what trade-off they are making, and what inspires confidence and trust when booking with a provider.
We looked through previous studies and research, and learned that information such as provider images, specializations, and general availability was what member were looking for when searching for a provider.
Problem Statement
Problem Statement
Problem Statement
✹ With the current provider results page, users experience difficulties in evaluating therapist options due to the lack of intuitive information display and availability visibility.
✹ With the current provider results page, users experience difficulties in evaluating therapist options due to the lack of intuitive information display and availability visibility.
✹ With the current provider results page, users experience difficulties in evaluating therapist options due to the lack of intuitive information display and availability visibility.
We seek to explore design alternatives that optimize the presentation of provider details to instill confidence and trust among users, facilitating informed decision-making and successful therapist bookings.
We seek to explore design alternatives that optimize the presentation of provider details to instill confidence and trust among users, facilitating informed decision-making and successful therapist bookings.
We seek to explore design alternatives that optimize the presentation of provider details to instill confidence and trust among users, facilitating informed decision-making and successful therapist bookings.
Design Process
Design Process
Design Process
With a better understanding of the problem space, we explored different ways of presenting therapist information and availability.
With a better understanding of the problem space, we explored different ways of presenting therapist information and availability.
With a better understanding of the problem space, we explored different ways of presenting therapist information and availability.
We honed in on the need for a more intuitive way of presenting therapist information and availability on the provider results page. We explored a lot of ways to present information through the individual provider cards. I regularly brought my ideas to design reviews and stakeholder meetings, to refine my iterations and gather feedback throughout the design process.
We honed in on the need for a more intuitive way of presenting therapist information and availability on the provider results page. We explored a lot of ways to present information through the individual provider cards. I regularly brought my ideas to design reviews and stakeholder meetings, to refine my iterations and gather feedback throughout the design process.
We honed in on the need for a more intuitive way of presenting therapist information and availability on the provider results page. We explored a lot of ways to present information through the individual provider cards. I regularly brought my ideas to design reviews and stakeholder meetings, to refine my iterations and gather feedback throughout the design process.
Design Principles
Design Principles
Design Principles
During my design process, I was guided at all times by the user needs and goals that were established at the beginning of the project and through research. However, as I iterated and got feedback while collaborating with team members, I also developed some principles that I knew that the final solution should embody. This helped dictate design direction and choices I made around my designs.
During my design process, I was guided at all times by the user needs and goals that were established at the beginning of the project and through research. However, as I iterated and got feedback while collaborating with team members, I also developed some principles that I knew that the final solution should embody. This helped dictate design direction and choices I made around my designs.
During my design process, I was guided at all times by the user needs and goals that were established at the beginning of the project and through research. However, as I iterated and got feedback while collaborating with team members, I also developed some principles that I knew that the final solution should embody. This helped dictate design direction and choices I made around my designs.
✹ Flexible and adaptive
The design should be able to evolve and adapt to changing member needs, while sill maintaining its core functionality and usability.
The design should be able to evolve and adapt to changing member needs, while sill maintaining its core functionality and usability.
The design should be able to evolve and adapt to changing member needs, while sill maintaining its core functionality and usability.
✹ Scalable
The design should be able to adapt and scale seamlessly across platforms, while still maintaining consistent user experience and visual design language.
The design should be able to adapt and scale seamlessly across platforms, while still maintaining consistent user experience and visual design language.
The design should be able to adapt and scale seamlessly across platforms, while still maintaining consistent user experience and visual design language.
✹ Personal and focused
The design should prioritize the needs and goals of the members, creating an experience that feels personalized and welcoming.
The design should prioritize the needs and goals of the members, creating an experience that feels personalized and welcoming.
The design should prioritize the needs and goals of the members, creating an experience that feels personalized and welcoming.
Consolidating Three Variations for User Testing
Consolidating Three Variations for User Testing
Consolidating Three Variations for User Testing
I worked with two other designers to arrive at three distinct designs for user testing.
I worked with two other designers to arrive at three distinct designs for user testing.
I worked with two other designers to arrive at three distinct designs for user testing.
I collaborated with two product designers get targeted feedback on the pros and cons of different design directions, in order to propose a few variations that we believed we could learn from and better understand what motivates members to book with a therapist.
We arrived at three solutions with clear and actionable information, that we thought might enhance a member's confidence for connecting with the right mental health provider for their needs. These three designs all surfaced provider availabilities from their calendars, as well as their specializations, and highlights a "top" provider match, which were all elements not on the current provider results page.
I collaborated with two product designers get targeted feedback on the pros and cons of different design directions, in order to propose a few variations that we believed we could learn from and better understand what motivates members to book with a therapist.
We arrived at three solutions with clear and actionable information, that we thought might enhance a member's confidence for connecting with the right mental health provider for their needs. These three designs all surfaced provider availabilities from their calendars, as well as their specializations, and highlights a "top" provider match, which were all elements not on the current provider results page.
I collaborated with two product designers get targeted feedback on the pros and cons of different design directions, in order to propose a few variations that we believed we could learn from and better understand what motivates members to book with a therapist.
We arrived at three solutions with clear and actionable information, that we thought might enhance a member's confidence for connecting with the right mental health provider for their needs. These three designs all surfaced provider availabilities from their calendars, as well as their specializations, and highlights a "top" provider match, which were all elements not on the current provider results page.
User Testing
User Testing
User Testing
We found that availability and personality really mattered when looking for the ideal therapist match.
We found that availability and personality really mattered when looking for the ideal therapist match.
We found that availability and personality really mattered when looking for the ideal therapist match.
Note-taking stickies during an interview sessions
Note-taking stickies during an interview sessions
Note-taking stickies during an interview sessions
We worked with a UX researcher to craft questions and test the three designs with nine interviewees, in order to better understand what members were looking for and expecting when booking with a therapist. I worked with the team to take notes and synthesize the insights while observing the interviews. Hearing what participants had to say about their experiences and their thoughts about each design was really insightful, and helped us make key decisions for the provider results page moving forward. Here are some of the main takeaways:
We worked with a UX researcher to craft questions and test the three designs with nine interviewees, in order to better understand what members were looking for and expecting when booking with a therapist. I worked with the team to take notes and synthesize the insights while observing the interviews. Hearing what participants had to say about their experiences and their thoughts about each design was really insightful, and helped us make key decisions for the provider results page moving forward. Here are some of the main takeaways:
We worked with a UX researcher to craft questions and test the three designs with nine interviewees, in order to better understand what members were looking for and expecting when booking with a therapist. I worked with the team to take notes and synthesize the insights while observing the interviews. Hearing what participants had to say about their experiences and their thoughts about each design was really insightful, and helped us make key decisions for the provider results page moving forward. Here are some of the main takeaways:
💬 Personality (seen through their bio) is important for a user when searching for a provider. While the profile photos helped users judge the provider at a first glance, their personal bios were much more impactful.
📝 Surfacing all of a provider's specializations wasn't impactful to the user, when it was assumed that the results were already personalized. Users just wanted to know (on a basic level) that the provider had the relevant knowledge and experience for their needs.
📅 Users liked the ease of seeing a provider's availability from the results page, without having to click into their profiles. Availability was a big determinant for users when selecting a provider to move forward with.
Final Design Solution: Redesigned Provider Results Page
Final Design Solution: Redesigned Provider Results Page
Final Design Solution: Redesigned Provider Results Page
Armed with the insights we took away from user testing, we were able to develop a final design that was better tailored to member needs.
Armed with the insights we took away from user testing, we were able to develop a final design that was better tailored to member needs.
Armed with the insights we took away from user testing, we were able to develop a final design that was better tailored to member needs.
Ultimately, this approach resulted in a more effective and user-friendly provider results page that makes it easier for members to find care.
Ultimately, this approach resulted in a more effective and user-friendly provider results page that makes it easier for members to find care.
Ultimately, this approach resulted in a more effective and user-friendly provider results page that makes it easier for members to find care.
💬 Availability as Call-to-Action
To improve user convenience, we incorporated multiple CTA buttons displaying provider availabilities, eliminating the need for additional clicks to find suitable schedules.
To improve user convenience, we incorporated multiple CTA buttons displaying provider availabilities, eliminating the need for additional clicks to find suitable schedules.
To improve user convenience, we incorporated multiple CTA buttons displaying provider availabilities, eliminating the need for additional clicks to find suitable schedules.
✨ "Recommended Match" Feature
We introduced a "Lyra Recommended Match" feature, which highlights a top provider based on member goals, adding a personalized touch to the search results.
We introduced a "Lyra Recommended Match" feature, which highlights a top provider based on member goals, adding a personalized touch to the search results.
We introduced a "Lyra Recommended Match" feature, which highlights a top provider based on member goals, adding a personalized touch to the search results.
👩⚕️ Enhanced Visual Impact
We increased the size of provider images, recognizing their role as influential factors in users' perception and judgment of character and compatibility.
We increased the size of provider images, recognizing their role as influential factors in users' perception and judgment of character and compatibility.
We increased the size of provider images, recognizing their role as influential factors in users' perception and judgment of character and compatibility.
📝 Streamlined Display of Specializations
To enhance clarity and avoid overwhelming users, we streamlined the display of provider specializations, focusing on the top five most relevant to members' needs.
To enhance clarity and avoid overwhelming users, we streamlined the display of provider specializations, focusing on the top five most relevant to members' needs.
To enhance clarity and avoid overwhelming users, we streamlined the display of provider specializations, focusing on the top five most relevant to members' needs.
💬 Prominent Provider Bios
We prioritized the prominence of provider bios by enlarging their size, allowing for more comprehensive and engaging representation of their personalities.
We prioritized the prominence of provider bios by enlarging their size, allowing for more comprehensive and engaging representation of their personalities.
We prioritized the prominence of provider bios by enlarging their size, allowing for more comprehensive and engaging representation of their personalities.
Old Provider Results Page
Old Provider Results Page
Old Provider Results Page
Redesigned Provider Results Page
Redesigned Provider Results Page
Redesigned Provider Results Page
Handoff
Handoff
Handoff
After completing the redesign, I handed off the design to the engineering team for implementation. While my internship ended and I wasn’t able to see the immediate impact that the redesign had, I worked closely with the product manager to identify the metrics that would be most useful in tracking the success of the redesign.
Together, we aligned on several key metrics, including engagement rates (such as click-through rates and time spent on the page) and conversion rates (such as the number of members who contacted a provider or made an appointment). By tracking these metrics, we could better understand how the redesign was impacting user behavior, and whether it was successful in driving members to feel confident about booking with a provider. Ultimately, these metrics would help us refine the design further and optimize the search for care experience.
After completing the redesign, I handed off the design to the engineering team for implementation. While my internship ended and I wasn’t able to see the immediate impact that the redesign had, I worked closely with the product manager to identify the metrics that would be most useful in tracking the success of the redesign.
Together, we aligned on several key metrics, including engagement rates (such as click-through rates and time spent on the page) and conversion rates (such as the number of members who contacted a provider or made an appointment). By tracking these metrics, we could better understand how the redesign was impacting user behavior, and whether it was successful in driving members to feel confident about booking with a provider. Ultimately, these metrics would help us refine the design further and optimize the search for care experience.
After completing the redesign, I handed off the design to the engineering team for implementation. While my internship ended and I wasn’t able to see the immediate impact that the redesign had, I worked closely with the product manager to identify the metrics that would be most useful in tracking the success of the redesign.
Together, we aligned on several key metrics, including engagement rates (such as click-through rates and time spent on the page) and conversion rates (such as the number of members who contacted a provider or made an appointment). By tracking these metrics, we could better understand how the redesign was impacting user behavior, and whether it was successful in driving members to feel confident about booking with a provider. Ultimately, these metrics would help us refine the design further and optimize the search for care experience.
Takeaways
Takeaways
Takeaways
I had the chance to learn from an incredible design team, who were all so supportive and helped me every step of the way. In the 12 weeks, I grew tremendously as a designer. Some of my learnings…
I learned so much from the level of autonomy and responsibility that I had during my internship. I was being treated as an actual product designer, and felt that my input and work was appreciated and encouraged at all times. As a result, I learned a lot about effective communication, taking initiative, being pro-active and creative.
Embracing the learner mindset and collaborating: I realized that I started learning and making so much more progress once I fully embraced the learner mindset and was communicative about my goals, stretches, and interests. I really appreciated all of the 1:1s and coffee chats I had with different people at Lyra. I learned so much from everyone’s guidance and experiences, and tried to contribute my own interests and ideas as well. I grew so much from the constant support and learning I was engaging in as a designer and a team member.
I had the chance to learn from an incredible design team, who were all so supportive and helped me every step of the way. In the 12 weeks, I grew tremendously as a designer. Some of my learnings…
I learned so much from the level of autonomy and responsibility that I had during my internship. I was being treated as an actual product designer, and felt that my input and work was appreciated and encouraged at all times. As a result, I learned a lot about effective communication, taking initiative, being pro-active and creative.
Embracing the learner mindset and collaborating: I realized that I started learning and making so much more progress once I fully embraced the learner mindset and was communicative about my goals, stretches, and interests. I really appreciated all of the 1:1s and coffee chats I had with different people at Lyra. I learned so much from everyone’s guidance and experiences, and tried to contribute my own interests and ideas as well. I grew so much from the constant support and learning I was engaging in as a designer and a team member.
I had the chance to learn from an incredible design team, who were all so supportive and helped me every step of the way. In the 12 weeks, I grew tremendously as a designer. Some of my learnings…
I learned so much from the level of autonomy and responsibility that I had during my internship. I was being treated as an actual product designer, and felt that my input and work was appreciated and encouraged at all times. As a result, I learned a lot about effective communication, taking initiative, being pro-active and creative.
Embracing the learner mindset and collaborating: I realized that I started learning and making so much more progress once I fully embraced the learner mindset and was communicative about my goals, stretches, and interests. I really appreciated all of the 1:1s and coffee chats I had with different people at Lyra. I learned so much from everyone’s guidance and experiences, and tried to contribute my own interests and ideas as well. I grew so much from the constant support and learning I was engaging in as a designer and a team member.
Old Provider Results Page
Old Provider Results Page
Redesigned Provider Results Page
Redesigned Provider Results Page