Overview
Re-imagining SimplePractice’s Teletherapy experience across web and mobile for an incredibly fast growing market during the pandemic. The previous Telehealth solution design in 2017 struggled to scale alongside the hyper-growth of the market.
My Role
I led end-to-end product design efforts including research, design, usability testing, validation and contributed to defining and prioritizing the product roadmap. Working across both web and mobile I established a design system to create a cohesive language for our core Telehealth offering.
Pre-appointment experience network quality
During a session, the call quality be greatly influenced by the network. Offering real time status to customers before even starting a session helps set better expectations for what’s to come during the video appointment.
Connection status feedbackMobile onboarding
The entire experience of finding and joining an appointment was revised for mobile. Leveraging onboarding to better educate customers on these changes was crucial.
Video appointment experience
Various layout options were explored with scalability in mind. These final designs represent variations in both Grid and Speaker view layouts with the ability to support a maximum of 16 participants.
Multi user layouts - wireframes
Web - High fidelity mocks
Small features big impact (Hide self view)
Practitioners try to replicate the experience of an in-person session as much as possible. The ability to hide yourself during a session, is a small bit of feature that exists within many platforms although buried. Surfacing this at a higher level alleviated a major pain point for customers.
Hide self view
Helping practitioners monitor time
Adding a timer allows practitioners who offer hourly based services to monitor their time much more effectively.
Appointment Timer
Offering chat as a secondary communication channel
Introducing chat into the platform allows practitioners to troubleshoot a call with a customers directly within the platform. This is also highly valuable to customers with certain speech impairments.
Chat for web & mobile
Design system
Creating a design system that establishes a cohesive design language across all platforms.
Positive results and more room to grow
The redesign of the Telehealth platform on web, iOS and Android has had a major impact for the business as a whole throughout the pandemic. However features and enhancements unique to certain specialities need to be introduced within the platform to gain a larger market share.
Number of sessions grew by 33% from 2020 to 2021.
Jump from 60k sessions/mo. (Mar2020) to 2.6 million sessions (May2021)
45k new paid Telehealth accounts added