SonderMind is a behavioral health start up company local to Denver, CO that helps to match individuals seeking a variety of therapies to licensed therapists. A motivation for therapists to want to join SonderMind’s agency includes being able to take more types of insurances, receive help with submitting insurance claims, building a network and community of other therapists, etc. SonderMind also makes the steps for trying to find a therapist easy and seamless for perspective clients.
Currently, providers utilize an online portal to schedule appointments, submit insurance claims, take clinical notes, etc. The portal does a nice job of having a minimal design so that providers are not distracted from the key functions of the features, however, many aspects are hard to navigate and providers are often left digging for important components, leaving them confused and often frustrated. Our team wanted to re-evaluate the Provider User Experience to ensure that our portal design aligns with the beautifully and intuitively designed website of SonderMind, along with the need to alleviate the key pain-points as stated by the providers.
Time frame: 3 weeks
Deliverables: a redesigned desktop therapist portal
Tools: Sketch, Invision, Capian, Whimsical, Adobe Photoshop
Brief: SonderMind is in need of an intuitive and well laid-out portal for therapists
My role: UI designer, researcher, UX designer
Group members: Elyza Brillantes and Colleen Keegan
Performing a heuristic evaluation using the tool Capian, my team was able to discover key aspects of the therapist portal that we wanted to focus on:
• visibility of system status
• consistency of standards
• flexibility and efficiency of use
• aesthetic and minimalist design
As a collaborative effort, our team was able to interview 1 SonderMind provider, 5 non-SonderMind providers, and 1 SonderMind provider training lead. Through our interviewing, we gathered some valuable insight and key take-aways.
• Many providers feel that technology takes away from the personal connection with their clients
Most providers stated that they were not “tech savvy”
Many still use pen and paper resources for taking notes, using a calendar, etc.
Most providers have a difficult time with the insurance and billing portions of their jobs.
Our personas are based on the general population of therapists and what might motivate them to join a practice like SonderMind
Creating an agenda.
The dashboard would serve as the provider’s landing page after logging in to the portal. A key function we wanted to focus on was giving the therapist a version of an agenda so they could see first thing what their day looked like, important upcoming due dates, and other information relevant to their work day. A couple key behaviors we were aiming to change was ensuring providers responded to referrals (matches) and submitted claims in a timely manner.
Showcasing provider metrics.
Through this entire process, the team was interested in how we could incorporate gamification into various aspects of the portal, the dashboard being a great place to start. We wanted to focus on the idea of what might motivate a provider to help them engage more with the portal. We made metrics such as Match Response Time, Clinical Hours, Recurring Clients visible on the dashboard so providers could begin to understand how they are performing on the platform.