BetterHelp UI Design
BetterHelp is the world’s largest therapy platform that aims to make professional therapy accessible, affordable, and convenient. As a Visual Designer on the Product Team, I built and maintained the brand’s visual system and features while resolving critical user needs.
UI Design: Group Sessions
Problem: My team and I were tasked with building a group therapy experience that flowed seamlessly and intuitively with the BetterHelp product, which previously had only supported individual therapy sessions. This experience launched as an experiment to see if a group therapy feature would improve client feedback, retention, and usage of the platform as a whole.
Solution: Our for building the group therapy experience were:
Make group sessions feel balanced. The group therapy experience should be was distinguishable from individual sessions so that clients feel excited to explore the new feature, but still integrate seamlessly into the BetterHelp experience.
Make group sessions intuitive and attractive. Users should be able to easily navigate this experience with little friction, and each design decision should be attractive and intentional.
See statistically significant lifts in one or more of the following categories: client feedback, client conversion, client and therapist retention, live session usage, and group therapy usage.
Our result is the following flow and design. The experiment was launched with a 50-50 split between clients who were allocated the control variant (no group sessions, only individual sessions) and the test variant (both group sessions and individual sessions). The experiment shows a lift in retention, but there is not high enough of a registration rate to make the statistically significant call. Our next step is to increase test variant allocation and continue running the experiment.
UI Design: Ratings Tab
Problem: Our product previously included a Ratings Tab, where therapists could view how their clients rated their effectiveness in various categories. However, we received user feedback that this page was unhelpful, confusing, and generally unattractive. We wanted to launch an experiment to see if a new design would positively impact therapist and client retention.
Solution: My goals for the Ratings Tab were to:
Make the Ratings Tab user-centered. If I am a therapist looking at this page, can I understand what is happening at a glance? Does the product help guide me to improve in certain areas? Can I easily find information about where this data is gathered, and why it is relevant to me?
Make the Ratings Tab attractive. Taking the original design, we studied similar UI/UX patterns and brainstormed how to communicate the information in ways that are not only functional, but also intentional and pleasant to the eye.
Our result is the following design. This experiment launched in early 2022 with a 50-50 split between therapists who receive the control variant (old design) vs. the test variant (new design). In this new variant, we hope to see a lower quit rate and stronger upward trend in ratings for those therapists, as well as a lower quit rate for clients matched with those therapists.
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