Redesigning a therapist platform from the ground up for speech, mental health, occupational, and school psychology providers to streamline workflows and shift time from administrative tasks to therapy sessions.
Background
This transformation had been a long time coming. Our therapists and school psychologists had requested a way to minimize time wasted on workarounds, as the platform was previously built with many band-aid solutions. These inefficient workflows increased our organizational costs over time, making it clear that we needed to address these issues.
Anyone in the healthcare product space knows that building this platform involved tackling a vast number of clinical edge cases, not only to protect the business from legal risk, but also to ensure positive outcomes for patients. As challenging as it was, it expanded the product team’s legal expertise and equipped our end-users to deliver the highest quality care.
Original onboarding screens, highlighting its shortfalls:
Approach
We encountered several challenges, but the two most significant were:
Accommodating diverse care types.
Our platform supports mental health, speech therapy, occupational therapy, and school psychology — each with distinct workflows and requirements. We prioritized our most common service, speech therapy (89%), and used its workflow as the foundation for building solutions for the other care types. This strategy allowed us to focus on one primary workflow, accelerating the development and testing of initial designs.
Ensuring compliance and addressing clinical edge cases.
Once the strategy was in place, our next hurdle was legal and clinical compliance. We partnered closely with the clinical team to identify key scenarios and worked with legal counsel to review potential solutions, ensuring both the business and practitioners were protected.
Ultimately, the redesign created an intuitive, streamlined platform that enables therapists and psychologists to spend more time with patients. The new design not only provides insights into how practitioners allocate their time, but also delivers a platform that is more relevant, timely, and visually compelling.
Video walk-through of the new experience (some steps were removed to protect company privacy):
Snapshot of their new calendar feature:
Impact
To measure the impact of the new design on our core metrics post-launch, we implemented Mixpanel for deeper insights. The data revealed a significant reduction in time spent on administrative tasks, along with an increase in on-time time card submissions.
Previously, users had to manually create events twice, once on our platform, and again on Google Calendar. In addition, events did not automatically populate on time cards, requiring even more manual input. With the new system, these processes are now seamlessly integrated, reducing user effort and improving overall efficiency.
