Zenklub App - Redesign

About the Project

Zenklub is a mental heath platform that allows users (b2b & b2c) find therapists for online sessions.

There was a problem with user engagement in sessions. Many users don't schedule the first appointment, and many who do, don't continue in the following ones.

It's important to ensure that the experience of scheduling the first therapy session is great, to retain and engage.

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Problem:
‍Many users don't schedule the first appointment, and many who do, don't continue in the following ones.

Goals:
‍Understand users' behavior in the scheduling process. What are the main problems and frustrations?

For the user:
‍An easier way to decide the best suitable specialist and schedule a therapy session.

For the business:
‍More users scheduling sessions and coming back for the next ones.

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User Research

Contextual Interviews with b2b and b2c users (app & web) to identify behavior, frustrations, and feedback related to the entire scheduling process while they walk us through it (12 participants). We also Interviewed 5 professionals (therapists) to understand their relationship with patients and their behavior profile.

Due to contextual interview it was possible to understand how users interact with the platform and wha were the struggles and pain points while they navigate. It was also possible to identify some misconceptions they had about some elements and copy.

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User Journey Map

Based on the interviews we identified the user journey and how they feel throughout the process of scheduling an appointment.

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Designs

Once we gathered all the insights we were able to map the opportunities identified alongside with stakeholders, and prioritize them based on how important it was for the user and how complex it was to build.

Searching for a specialist: It's important to have a record of the professionals of interest. Education level, gender, and age can be relevant criteria when choosing

Filtering: Some filters are “hidden” and not used. It's important to be able to search for a specific timeframe

Analyzing Profile: Professionals who have a video commenting on their approach are more attractive. Viewing and analyzing schedules is not practical (the day of the week is more important than the date)

Missing info: Personal information and experience are missed in the analysis of the professional profile

Ratings: The rating itself is less relevant than the quantity and content of the comments. The amount of reviews serves as "validation". A more objective form of evaluation would facilitate comparison

Reviewing: Some users don't review because they don't want to identify themselves. Most forget to review

With all the context stablished, we began the design phase building the wireframes for the main screens of the flow: Search List and Specialist Profile

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1. Sticky main filters and show the selection
2. See all filter at once
3. Add to favorites feature
4. Show video in the card
5. Show rating number (easier to compare)
6. Highlight selected option
7. Chunking related reasons (personal, professional, relationships)
8. Education filter
9. Custom price range
10. Add sorting option
11. Add availability filter

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1. Video as hero section
2. Highlight new specialists with tag
3. Show the most useful info up front
4. Highlight filtered experiences
5. Simpler date selection
6. Add approaches explanation
7. Sticky CTA and schedule info
8. Add icebreaker session
9. Highlight education
10. Approaches explanation content
11. Modal form when you scroll down the schedule options
    

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Final Layouts

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Refinements

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Discarded

• Due to performance issues for this particular screen, we ended up getting rid of the video preview in the list.
• Adding a second layer for filter options was also an idea but it takes too much real state and may get confusing
• Selection a list the day in a list prove itself to be better than a calendar view

‍Added

• In sorting, we added a disclaimer that the default sorting was already considering the best options.
• For no results cases, we added an easy way to simplify the filter and make sure some results are shown

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Before

• Overwhelming filter list and some ”hidden” ones
• Not clear what filters were applied
• No way to record the interesting specialists' profiles
• Too much scrolling to have a profile overview
• No clear scheduling CTA
• Hard to compare the ratings
• The video not catching the attention

‍After

• Most used filters upfront (open one at a time); related filters chunks
• Highlight applied filters
• Add to favorites feature; Recently visited on search
• Most important topics listed upfront, more scannable
• Stick CTA bar with schedule options
• Rating number is shown
• Embedded video on the profile page

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‍Checkout

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New:

• Enable users to share their profile (personal info) with the specialist beforehand
• Allow connecting personal calendar

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Review

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‍New:

• Allow anonymous review
• Add objective feedback
  

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