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SonderMind

SonderMind.png
 

SonderMind

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.

 
 

Challenge

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

 
 

Heuristic Evaluation

 

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

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Interviewing

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. 

I’m 62, I didn’t grow up on a computer.
— Therapist
Deal with insurance is such a rabbit chase.
— Therapist
 
 

Personas

Our personas are based on the general population of therapists and what might motivate them to join a practice like SonderMind

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Wireframes

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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.


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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.

&

Networking within a community.

SonderMind has a section on their current portal that serves as a network or community page. The sense of a community is also a key motivating factor why therapists might want to join an agency like SonderMind, instead of investing in a private practice. We wanted to showcase the idea of each therapist’s community so that it might be an easier process to reach out to other therapists for situations like advice, collaborations, transitioning clients to a different and suitable therapist if there is a miss-match with initial therapist/client connection, etc.


Process simplification.

With one of the main goals in mind of increasing the provider usage of the portal, we had the ideas of claims being auto-generated from the initial creation of the appointment through the calendar, as well as remaining static with the option to edit if needed. The main reason for this design decision was through feedback from interviewees that stated that most of this information seldom changes, and the fact that the providers were having to fill out the exact same information every appointment was both time consuming and taking away from personal time or therapy time, and it was not intuitive.


 
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Working with the client.

When the provider’s come across a billing error, one main reason for this situation to occur comes from out-of-date information from the client’s end (change of address, phone number, type of insurance, etc.)

We introduced an opportunity for the client to help both the provider and SonderMind to expedite billing by verifying their payment information via an SMS notification, based off of an appointment confirmation message that you might receive from places like doctors’ offices.


 
 

Keeping information in one place.

The current design of the therapist portal involved having to dig through several different area of the portal to have the ability to edit your therapist profile. We decided on a “one-stop-shop” , approach, much like a social media platform, to allow all aspects of the provider’s profile to be laid out onto one easy to read page with the ability to edit sections as needed.


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Next steps

 If the scope and time frame allowed us to do so, there were a few additional steps that my team would have taken; the biggest focus being on the concept of gamification and how we could further drive the motivation for providers to use the portal as much as possible.