Client initiated scheduling
During my time at SonderMind, I spearheaded a project to redesign the initial client experience. My focus was on enabling clients to schedule their first therapy session during their initial product visit. This strategic move directly influenced conversion rates and user satisfaction.
Roles
Research
Testing
Design
Implementation
Platform
Mobile
Web
Challenges
Addressing client-therapist dynamics
A significant misalignment existed between our clients and therapists. Clients expected to schedule their first session right away.
In contrast, therapists expressed apprehension about potential clients scheduling their own session. Some therapists preferred a brief introduction call to ensure compatibility before committing to a session, reflecting a desire for a more personalized approach. Additionally, concerns were raised about potential increases in no-show rates, posing challenges to therapists managing tight schedules and adding to their workload. This disparity in expectations emphasized the need for a nuanced and flexible approach in addressing the varied preferences of both clients and therapists.
A long, arduous flow
While the company initially perceived the onboarding flow as a simple three-step process, the actual effort involved in connecting with a therapist proved to be significantly more intricate than initially acknowledged. When visualizing the numerous friction points within the flow, the complexity of the problem became undeniably clear. This realization became a pivotal factor in persuading my team to collectively prioritize the development of a more effective and streamlined solution. By presenting a comprehensive view of the challenges, we were able to foster a shared commitment to improving the user experience and addressing the nuanced complexities of the onboarding process.
Approach
The old experience
After a client was matched with a couple of therapists, their journey hit a roadblock—limited to merely viewing therapist profiles with no actionable next steps. This stagnant experience left users without a clear path forward.
Moreover, the onboarding process required clients to input general information about themselves, insurance details, and payment methods without providing any immediate value or context for the consumer. This approach not only lacked engagement but also failed to leverage user input effectively, highlighting an opportunity for improvement in both the user experience and the data utilization process.
What I worked on
Initiating Session Requests: I initiated a strategic approach by initially validating the client's readiness and desire to request a session with a specific therapist. To facilitate this, I introduced a straightforward "request a session" button on each provider's profile, aiming to gather valuable click data throughout the interaction. This button triggered a concise one-step flow, allowing clients to communicate their general availability to the therapist.
Through user interviews, we discovered that our clients thought they would directly schedule on the therapist's calendar. We knew we were running in the right direction. Notably, the insights gained from this process were twofold. Firstly, clients typically opted to request a session with a single provider, indicating a readiness to start therapy rather than an inclination to explore multiple therapists. Additionally, therapists appreciated the transparency of knowing which clients were interested in working with them.
Schedule a session: Building on the success of the session request feature, we elevated the user experience by implementing a more comprehensive flow. This enhancement empowered our clients to seamlessly schedule sessions directly on a therapist's calendar. This user-centric approach not only streamlined the scheduling process but also provided clients with greater control and convenience in managing their therapy appointments.
Results
Increase in conversion
Implementing this feature yielded remarkable results, significantly boosting conversion rates. The introduction of this streamlined scheduling process led to an increase in sessions within the first month. Additionally, no-show rates were not impacted, showcasing the effectiveness of allowing clients to schedule directly on their calendars.
