Overview
Roles
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UX Research
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UX content strategy
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UX/UI Design
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Project management
Timeline
4 weeks​
Design tools
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Figma
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Adobe color
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Google Forms
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Google sheets
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Notion
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Discord
Summary
In recent years, mental health has become a top priority. People are recognizing the importance of their mental well-being and are learning ways to improve and maintain it. As a result, there has been a rise in the popularity of mental well-being apps, which have been beneficial and helpful to thousands of people.
The problem
Users want to improve and maintain their mental health with the support of a community. They desire to engage with mental well-being apps, programs, and content alongside people they know and trust - instead of just on their own. Additionally, they seek an app that is user-friendly and does not cause undue frustration.
The solution
Design a clickable prototype for a mobile app that promotes mental well-being and connection. The app should include the following features:
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A mental well-being program that allows users to participate with a partner.
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The ability for users to invite a partner to use the app and participate in the program with them.
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A seamless experience for current users to continue working on their individual mental well-being program.
Target audience
Individuals who use SilverCloud Health and wish to improve and maintain their mental health with the people they are in relationships with.
Design Process
I used the double-diamond design process. First, I learned about the product and its users. Then, I clarified and identified user needs, and brainstormed and ideated several possible solutions to meet those needs. Finally, I decided on the solution deemed best for now.
Discovery
"SilverCloud Health"
SilverCloud Health is a mental being platform available to users on a mobile and tablet apps, as well as on desktop. SilverCloud makes use of corporate licensing where they are contracted by medical groups, schools, and organizations that can refer their patients, and employees to use the app, free of charge to the individual user. SilverCloud makes use of cognitive behavioral therapy (CBT) and practical exercises designed to help users improve their mental well-being in sustainable ways.
Roses, thorns and buds
To begin the discovery phase, I conducted a "roses, thorns, and buds" exercise and recruited a current SilverCloud Health user to complete it under my observation.
The purpose of this exercise is to identify aspects of the current mobile app that work well, aspects that frustrate users, and aspects that are neutral but could be improved or innovated upon. The current user and I created affinity maps to categorize the roses, thorns, and buds.
After consolidating the maps, some important takeaways emerged:
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Users are limited to one program per account/email address and can only participate in one program at a time.
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The current app looks outdated due to the way the color scheme is used.
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The current app has alignment issues and lacks consistency across screens.
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Dropdown menus cause screens to jump, which can cause users to lose their place on the screen.
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The signposts for navigation are inconsistent; some pages have arrows while others do not.
Competitor analysis
I conducted a SWOT analysis of three competing mental well-being apps: Headspace, Happify, and Balance. Each app provides a range of mental health support in its unique way.
User surveys
I conducted a user survey using Google Forms to better understand the needs and experiences of mental well-being app users. The survey consisted of 19 questions that aimed at gathering information about users' expectations, preferences, and needs for mental well-being apps. I launched the survey and received responses from 32 individuals who were 18 years or older.
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The survey results provided valuable insights into what users are looking for in a mental well-being app and it helped me identify the most important features and functionalities that should be included in the SilverCloud Health app prototype. Additionally, the survey results allowed me to understand what users find frustrating about current mental well-being apps and how SilverCloud Health can address those issues.
78%
Of users had never made use of a Mental Well-being app before
80%
Of users would consider using one
82%
Of users Would only use an app that has been personally recommended by someone they know and trust
84.4%
Of users spend time with loved ones to improve and maintain their mental well-being
53%
Of users go on adventures with people they know
Aha moment...
While I initially believed that the "Roses, Thorns, and Buds" exercise exposed issues with the SilverCloud Health app, the user surveys were revealing something else: Users expressed a desire for connection and community, indicating that they seek to improve their mental well-being by interacting with others.
User interviews
To verify my deductions from the user survey results and confirm my understanding of what the user surveys revealed, I conducted user interviews with three individuals: one in-person interview and two via Discord video.
Users want to connect to people they already know - not strangers
Users want to do programs with people they know
Mental wellbeing is important and even sacred to users, they wont feel safe to share any depths of it with strangers
Users care about the interface as well
How might we...?
After identifying user needs and pain points, I created some "How might we" statements to start ideating potential solutions. By asking these "How might we" questions, I was able to generate a variety of potential solutions and ideas that we could implement to improve our product and user experience overall.
Define
User personas
The user surveys and user interviews painted a clear picture of who the users and target audience is and what they experience and expect from a mental health app.
Empathy maps
I'm a paragraph. Click here to add I utilized the data collected from user surveys and interviews to develop empathy maps. The purpose of this map is to gain a better understanding of the thoughts and emotions that users experience as they engage with mental health apps to manage their mental health. own text and edit me. It's easy.
Journey maps
Next, I utilized insights gathered from users to empathize with their experiences and understand the processes they go through when using mental well-being apps. I conducted several user interviews and surveys to get a deep understanding of their needs and preferences.
Overall, my research allowed me to gain a better understanding of the user experience when it comes to mental well-being apps and helped me identify key areas for improvement.
Design
User stories and user flows
Scenario one: Users want to participate in mental well-being programs with someone they know and trust
Scenario two: Users want to invite a partner of their choosing to work on a program with them.
Scenario three: Users want a frictionless experience when doing a mental well-being program on SilverCloud Health
Sketches
I sketched out the screens for each of the user flows established in the previous step of the design process.
Wireframes
I created digital wireframes using the final sketches of the screens within each user flows. To receive feedback from colleagues and users, I added as much detail as possible to the wireframes.
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Some of the feedback received noted that the status bar did not match the device I was designing for. However, the overall layout seems clean and neat and could minimize cognitive load.
Branding
I used the same colors, logos, fonts, and images that are currently being used by SilverCloud Health on their apps and website. I obtained these elements by inspecting web page elements and color matching on Adobe Color. For icons, I used a Figma plug-in called Iconly.. Although I used the same colors, fonts and images used by SilverCloud Health currently, I altered the way they are each being used. For example, the colors were arranged differently to create a new visual hierarchy.
Style tile
Accessibility
Accessibility is a crucial consideration in design, as it allows products to be accessible to as many users as possible. To test the accessibility of my designs, I used Adobe Color. All texts and icons received an AAA pass for color contrast, and all colors are considered to be color-blind safe. As an additional accessibility feature, users have the option of using speech-to-text for all text input areas.
Deliver
Mock-ups
Here are comparisons of some of the current screens on the SilverCloud mobile app with the screens I designed to better meet user needs.
Current loading screen
New loading screen
Current landing screen
New landing screen
Current program screen
New individual program screen
New feature: partner program
Usability testing
To test the prototype, I used both online and offline user testing methods. First, I conducted user testing on a platform called Maze, where I recruited a diverse pool of users. Additionally, I conducted in-person user testing sessions where I observed users using the app in real-time and gained a deeper understanding of their experiences. By combining these two methods, I gathered comprehensive data to inform the next steps in development.
“There aren’t really buttons on the last screen so i’m not sure what to do once I’m there”
“Overall the design is very clean, looks very different from the original app and seems more seamless,”
“I like the feedback given”
“The progress screen is really nice, I wish it could somehow show me that I can click stuff”
“The screens don’t change in the same way or the same direction, some slide up and down while other slide left and right”
“I expected the loading screen to end, I didn’t think to click it to move to the next screen”
Impact
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The design improvements in the SilverCloud Health mobile app have significantly improved the user experience. By addressing user feedback and adding community-driven features, the app now provides a more engaging and supportive platform for improving mental health.
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Users can now participate in mental well-being programs with a partner, enhancing their connection and support. Inviting a partner to join the app strengthens the community aspect.
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Furthermore, existing users can seamlessly continue their individual mental well-being program, ensuring a continuous and personalized journey towards improved mental health. This results in a 4-second improvement in the average task completion rate and fewer user errors.
What next
Design the screens that users will encounter when working through a mental well-being program with a partner, starting with what they will see and do once their partner accepts their invitation.
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Design in-app ‘tools’ for partners to use to aid in their programs and progress. There are currently tools available to users completing their individual programs. Users have access to tools such as a journal and all the past exercises they have completed in the program. A future step would be to design tools to aid users as they complete their partner programs.
Reflections
You cannot solve every single problem at once
Throughout the project, I learned that you cannot and should not try to solve every problem at once. Instead, focus on that which is most important for users right now. Although I initially identified several challenges to work on through the "roses, thorns, and buds" exercise, the user survey revealed that users have a greater need right now. By adapting to these needs, we can create experiences that are meaningful and valuable to users.
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It’s better to ask than to assume
During the design process, I realized that collecting data at various points is crucial to creating a high-quality product. By asking users for clarification and more information, we can gain deeper insights and design better solutions that are effective and user-friendly.
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Simple flows can solve real user problems
Moreover, I learned that sometimes the simplest workflows can solve complex user problems. It can be easy to get caught up in the details and lose sight of the bigger picture. Overall, this project taught me valuable lessons about the design process, the importance of user feedback, and the power of simplicity in creating effective solutions. These insights will guide my work in future projects and help me create even better solutions for users.