Redesigning a platform from the ground up for all Huddle Up* patients and their families, while simultaneously developing a corporate-wide design system and internal guidelines for our Product, Clinical, and Sales teams.*
*Huddle Up, formerly known as DotCom Therapy.
Background
The original patient platform, Zesh, was designed to help patients and their families manage sessions, track progress, and access recommended resources. While functional, Zesh suffered from low conversion rates and an inconsistent user experience. Recognizing these challenges, the company made improving the patient and family experience its top priority.
For the product team, reimagining Zesh was a unique opportunity. For me, it was a chance to lead with a user-centered approach on a large-scale initiative. We all understood this would be a heavy lift, but one that promised meaningful value and impact.
The original onboarding screens, highlighting some of the shortcomings:
Approach
We faced several challenges, but the two most significant were:
Balancing diverse stakeholder needs.
We had to satisfy the needs of multiple groups: clients, clinicians, Marketing, and, most importantly, patients and their families. To address this, we built a design system from scratch and adopted the most appropriate component library. This enabled us to move quickly, stay flexible, and test multiple variations efficiently.
Restructuring legacy data for scalability.
Once the vision for Zesh’s transformation was clear, the next challenge was aligning the legacy data with the new design while ensuring scalability. This required close collaboration with team leads from Clinical, Sales, and Marketing to define key data requirements and uncover opportunities for analysis. Together, we reorganized the data into a hierarchical, modular system that allowed us to generate reports quickly and efficiently, without relying on custom engineering work.
Ultimately, the redesign focused on earning the trust of patients and their families. The new platform not only captures and stores essential data, but also personalizes and enhances each user’s experience. Paired with a refined onboarding process, the result is a product that feels more relevant, timely, and visually compelling.
Video walk-through of the new experience (some steps removed to protect company privacy):
Snapshot of the new design systems:
Impact
To evaluate the impact of the new design on core metrics post-launch, we implemented Mixpanel. The results showed a significant increase in account creation conversion rates. It’s worth noting that this improvement was also influenced by collaboration with Marketing.
