Redesigning a platform from the ground up for our therapists and psychologists to streamline their workflows and shift time spent on administrative tasks to delivering therapy sessions.
Background
This transformation had been a longtime coming. Our therapists and school psychologists had requested a way to minimize time wasted on workarounds, as the platform was previously built with many band-aid solutions. These inefficient workflows increased our organizational costs over time, making it clear that we needed to address these issues.
Anyone in the Healthcare product space knows that building this platform involved tackling a vast number of clinical edge cases, not only to protect the business from legal risks but also to ensure positive outcomes in patient treatments. As challenging as it was, it expanded the product team’s legal expertise and equipped our end-users to deliver the highest quality care.
Original onboarding screens, highlighting its shortfalls:
Approach
We encountered several challenges, but I’ll highlight the two most significant:
The first was accommodating the diverse types of care we offer — mental health, speech therapy, occupational therapy, and school psychology — each with distinct workflows and requirements. We prioritized our most frequently provided service, speech therapy (89%), and leveraged its workflow as the foundation for developing solutions for the other care types. This strategy allowed us to focus on one primary workflow, accelerating the development and testing of initial designs.
Once the strategy was established, the next hurdle was ensuring compliance with legal requirements and equipping our therapists and psychologists to handle clinical edge cases. To overcome this, we collaborated closely with our clinical team to identify key scenarios and worked with legal counsel to review potential solutions, ensuring we protected both our business and our practitioners.
Ultimately, the updates were aimed at providing our end-users with an intuitive platform, enabling them to spend more time delivering care. The new design not only offers valuable insights on how therapists and psychologists are allocating their time, but also presents a platform that is more relevant, timely, and visually compelling.
Video walk-through of the new experience (some steps in the flow were removed to protect the company’s privacy):
Snapshot of their new calendar feature:
Impact
To assess the impact of the new design on our core metrics post-launch, we implemented Mixpanel for deeper insights. The data revealed a marked reduction in time spent on administrative tasks, coupled with an increase in punctual time card submissions. Prior to the update, users were required to manually create events twice—once on our platform and again on Google Calendar. Additionally, events didn’t automatically populate on their time cards, requiring further manual input. With the new system, these processes are now seamlessly integrated, significantly reducing user effort and improving efficiency.
