One-to-one typed online therapy

Improvements for the live chat therapy for clinicians, patients, and therapists.

My role: Senior designer

Team: 2 product managers, 1 designer, 1 data engineer, 3 front end and 8 back end engineers

Year: 2024

My role

ieso were in the middle of replatforming their UK typed therapy product. I joined the UK team just after they’d been without a designer for a little while. There were some design decisions the development team had to make on the fly. There was a lot of work to do meeting the development team where they were and being able to provide designs to the dev team quickly so as not to slow down the momentum they’d built up was priority number one.

Successes

  • Able to provide designs to devs with no impact on speed

  • Start user testing on the product

  • Accessibility audit

  • Launch on time

User testing & prototyping

ieso UK caters to 3 user types. Clinicians, patients, and support staff. Each user type had their own set of needs in addition to already having used an existing ieso product.

We tested the changes we were making with all user types from experienced to new to see how different cohorts interacted with the changes.

We were able to put together an end to end test of the ieso environment for clinicians working with devs and building prototypes for anything not already in code. I interviewed lived experience practitioners for patient feedback, and worked with support staff on a regular basis to incorporate their expertise into the product.

Feedback

Feedback was collected and presented back to stakeholders with summaries and links provided to anyone who couldn’t attend. I then worked with our product managers to link the feedback to any existing ticket and create new tickets where the feedback aligned with company priorities.

Design and implementation

With a launch date of the 6th of June we managed to design and build with continuous testing across all user groups the chat room, launch pages for customers, patient list views & patient management pages and features.

App screens

Work lists, user lookup, and account pages.

Patient landing pages

Therapy interface