TheraBook
Therapy booking made easy.
THE PRODUCT
Concept for Google UX Course: A cost effective app that allows therapists to easily book appointments and send forms.
MY RESPONSIBILITIES
Sole UX Researcher and UX/UI designer: User research, wireframing, prototyping, mockups, usability testing
DURATION
July to September 2022
Problem
Arranging appointments with clients can be a major pain point for therapists. The back and forth dialogue to attempt to align schedules is very time consuming. Additionally, it can be tedious to send intake forms every time a new client books.
Goal
To create an app that makes the appointment booking process easy, and automates the sending of forms for new clients.
UNDERSTANDING THE USER
User Research
I interviewed therapists, including business owners and employees, about their client intake process. I discovered that many did their booking, client intake and data entry manually. It was time consuming and frustrating for them.
Customer Journey
Pain Points
Reviewing Inquiries
Need to sort through emails and texts to find appointment requests.
Arranging Times
Client and therapist go back and forth trying to find a date/time that works for both of them.
Sending Forms
Therapist must manually send forms and request client to fill them out.
Competitive Analysis
Summary: Designing a product that is simple to use, more affordable than its competitors, and PIPEDA compliant would give TheraBook a competitive advantage. The cost would be kept low by addressing the main pain points: booking and sending forms, without all of the “extras” that a more expensive product might provide.
Summary: Designing a product that is simple to use, more affordable than its competitors, and PIPEDA compliant would give TheraBook a competitive advantage. The cost would be kept low by addressing the main pain points: booking and sending forms, without all of the “extras” that a more expensive product might provide.
STARTING THE DESIGN
Therapist - Client Interactions
Steps to Completing Main User Flow
This "swim lane diagram" shows the process flow between the client, the therapist and the app as an appointment is booked and forms are sent.
Paper Wireframes
Wireframe options for the “Create Session Type” screen which required the user to input a title and also the length of time for both the session the space between sessions.
I chose the highlighted wireframe design because the drop downs would save space and reduce opportunity for user error vs. a free-form field.
Digital Wireframes
A main feature is allowing the therapist to quickly and easily see appointment requests and discern if they want to book them.
When the user first uses the app they are guided through several steps to get set up for booking appointments.
Low Fidelity Prototype
Usability Study Findings
The product was tested via an unmoderated usability study with 3 men and 2 women, ranging in age from mid-30s to late 60s. I found several ways that I could make the product better.
Findings
1. Users want most appointments automatically approved - with the exception of select patients
2. Need ability to add multiple availability blocks for each day
3. Shouldn't have to confirm the sending of forms for each new client
Action Taken
1. Added settings so therapists can edit individual client privileges (to have appointments auto approved)
2. Included an icon next to each day that allows for this
3. Ask users once, during initial setup, if they want forms sent to new clients
"I like [the app], very user friendly. I would be interested in trying this app out."
- Usability Test Participant
REFINING THE DESIGN
Edits Based On Usability Study Findings
Usability studies showed that users wanted to be able to add multiple availability blocks for each day. A “+” icon was added to allow for this.
Key Mockups
Accessibility Considerations
1
Provided access to those who are vision impaired by adding alt text to images for screen readers.
2
Used icons to help make navigation easier.
3
Used headings with different sized text for clear visual hierarchy.
High Fidelity Prototype
Click here to view the high fidelity prototype on Figma.
Going Forward
Impact
Through listening to the needs of users and getting feedback along the way, I was able to address the problem of specific menial tasks that were taking up too much of Therapists’ time.
Learnings
From the outset, you should define key deliverables and how to measure them. This was challenging in a academic project. I also learned the importance of capturing every detail during user testing, as you never know what may turn out to be a common theme.