Team members
Flavio Pires (Me), Product Designer
Julio Quintella, Group Product Manager
William Porto, Front-end Developer
Fábio Sebastian, Back-end Developer
Raphael Brandão, Quality Assurance
Overview
Vittude is a company that promotes mental health to improve the quality of life, mainly for employees of client companies through data. While its side focused on B2C users seeks simplicity of personalization to find a psychologist with precision and quality to help you in the therapeutic process. The company's objective was to improve the app UX quality, which at that time was using poorly optimized webview for users to schedule and control therapy sessions.
Objective
Raise the app rating to get more users scheduling
Impact
+50% more user schedules from app
Over 130% more revenue from app
App store rating 3.6 to 4.5
Play store rating 2.6 to 4.9
Key Challenges
How might we raise users rating?
How might we enhance scheduling process UX?
How might we connect the pacient with the best psychologist?
Lenght
3 weeks (4th quarter, 2023)
Approach
Desk research through app store and google play store to understand and classify user complaints;
Benchmarking from mental health industry about other companies solutions outside Brazil, and also companies with sucessful straight funnels outside the industry;
Prototyping a solution based in the users feedback and benchmarking process for testing, with a hi-fi prototype, even for the loading time, to trully simulate reality;
Write business rules adjustements and meet with dev team to understand the limitations;
A usability test round with users to get feedback about the new implementations and usability, also valuing effort with CES to understand how easy was to get through the entire process;
Adjusting some of interactions through user feedbacks and handoff to front-end;
Implement the new scheduling process with event tracking using firebase to know more about users behavior and keeping iterating.
We add a prince range select to fit users budget and remove the minimum value. During the users interviews we understood that users are concerned with the max. price, rather than the minimum. The lower the price, the better for budget.
Created a new component (chip) for the users make their selections easily. It was a way to create a pattern through some new interactions in this flow and other parts of the product.
Knowing that users could be in suffering moment, we understood that the process to find a psychologist need to be fast and simple, so we removed the obligation to write in this step.
Loading using Vittude logo. Fortunelly users doesn't keep in this screen for too much time waiting. We enhance the performance in +40% with this native flow, in comparison with the webview version.
Result page with the top 3 professionals filtered based in all the information we gathered from the users, matching available time spots, specialization and academic formation.
Psychologist detail page with their name, rating, prices, biographic info, academic formation, time spots and patients reviews.
