From Match to Mind: Rethinking Mental Health UX
Mobile App, Web Platform
Domain
Healthcare
My Role
Product Designer, UX Researcher
Scope
Research, Visual Design, Prototyping, Testing
Duration
5 months
OVERVIEW
A mental health platform was struggling with a manual matchmaking process: patients had no control over therapist selection or scheduling, ~20% missed their first session, and ~30% didn't book a second one. Coordinators spent up to 24 hours per match. Alongside this, therapists were stuck with an overloaded, expensive third-party tool that didn't fit their workflow.
WHAT I DID
01
Conducted competitive analysis of 8 mental health platforms
02
Led 6 user interviews with therapists and supervisors
03
Redesigned therapist matchmaking — from manual to algorithmic
04
Designed custom EHR system across 3 user roles (60+ screens)
05
Defined new visual identity and delivered brand book
06
Facilitated stakeholder alignment and usability testing
Part 1: Matchmaking
PROBLEM & CONTEXT
The therapist matchmaking process was entirely manual: coordinators reviewed client forms and selected therapists based on selected preferences, therapist at their own judgment. It looked like this:
Process before — manual
RESEARCH
Competitor Analysis
To evaluate market solutions, I performed a competitive analysis of 8 leading mental health platforms. Key findings:
2
Approaches commonly used
-Full automation
-Survey & personal video call
User Research
We’ve conducted a series of interviews for the second part of the project work, but in addition we asked some questions that were also related to the matchmaking functionality. Key insights included:
The manual process seemed technically challenging as there was a need to switch between 3 different platforms to reconcile data.
Matches often lacked confidence and alignment
Patients wanted more control and transparency
The first call’s scheduling had a major impact on therapy engagement
"I don't know anything about my therapist before the first call. I just get an email with a time — and honestly, if it doesn't feel right, I probably won't book a second session."
— Patient participant
"The whole process is really time-consuming. I have to manually cross-reference patient questionnaire answers with therapist parameters across multiple platforms just to make a single match."
— Therapist coordinator
SOLUTION OVERVIEW
Process after — automated
Algorithmic Matching
We introduced an automated matching algorithm that processes the patient’s questionnaire responses and therapist preferences (such as therapy type, therapist gender, experience, etc.) to suggest the most suitable therapist.
*We used a mobile-first approach, since according to statistics the vast majority of users filled out the questionnaire from their phones
Solved problem: Manual coordinator review took ~24 hrs per match → automated algorithm does it in under 2 min.
Therapist Profile Page
The system presents the matched therapist with a detailed profile to help the patient make an informed decision.
Solved problem: Clients had no choice in therapist selection → full profile transparency with ability to rematch and compare previous results.
Calendar & Booking Confirmation Screen
After booking, users see a clear confirmation page outlining next steps, including:
What to expect before the first session
A button linking to a required onboarding form
A welcome video from the platform’s CEO to build brand trust and emotional safety
Solved problem: No scheduling flexibility for clients → self-booking with clear next steps after confirmation.
VISUAL IDENTITY REFRESH
Alongside the product work, I defined a new visual direction for the platform. The key challenge: the stakeholders wanted a retro aesthetic with vintage elements and grainy textures — unconventional for mental health, where most products default to clean, clinical looks.
I explored the direction through moodboards and stakeholder workshops, landing on:
Vintage-inspired typeface
Carefully edited photography
Hand-drawn illustrations
Grainy textures
Warm palette (yellow, beige, brown) with sky blue accents
The result was a brand book used across product, web, and marketing.
OUTCOME
~24h → <2min
Matching time
-50%
First-session no-shows
Self-booking
Patients now choose therapists & Schedule
Part 2: EHR & Web Portal
OVERVIEW
Alongside the matchmaking redesign, we started working on another critical challenge: replacing the client’s current internal EHR system. At that moment, they were using a third-party platform customized to their needs. However, several issues made it clear that the system could no longer scale with the business:
High cost per therapist seat
Overloaded interface
Poor usability and outdated interface
Low adoption of the patient portal
Technical limitations and integration issues
RESEARCH
Understanding the Domain and Stakeholder Context
EHR systems can be built from scratch or based on templated solutions. We explored existing platforms and customization options, but after several Q&A sessions with stakeholders and careful analysis, we decided to go with a custom-built system. The existing template-based solution had already led to many of the current issues, and we wanted to avoid repeating them.
User Interviews
With a tight timeline and competing priorities, getting dedicated research time required active advocacy — but the insights it surfaced directly shaped the final solution.
To understand how people interacted with the current system and what the new solution should offer, we conducted six in-depth interviews with:
3 therapists
3 supervisors (2 of them also served as therapist coordinators)
Hypotheses confirmation
Confirmed
Therapists need a centralized client overview — they were switching between multiple sections to find basic info
Confirmed
Supervisors' primary task is reviewing and signing notes — they had no efficient way to track pending signatures
Partial
Therapists forget when to send forms, but the issue was manual process, not reminder timing
Partial
Dashboard concept was validated, but not all proposed sections were useful — we scoped down
Disproved
Internal calendar was unnecessary — therapists preferred their existing external tools for scheduling
These findings shaped the final scope: centralized overviews per role, streamlined note signing, automated form delivery — and no built-in calendar.
DESIGN DECISIONS
01 Centralized session overview
Therapists were switching between 3+ tools. Now one view with all session data.
(from Confirmed hypothesis #1)
02 Streamlined note signing
Supervisors' primary task was buried in the old system. Made it the default view.
(from Confirmed #2)
03 Automated form delivery
Manual reminders were unreliable. System now triggers forms at the right time.
(from Partial #1)
04 No built-in calendar
Research disproved the need. Saved ~3 weeks of development.
(from Disproved #1)
SCREENS
Wireframing & Visual Design
Wireframing and Design System Expansion
The EHR system required three distinct permission levels — we mapped therapist, supervisor, and admin workflows before designing any screens.
3
Platforms
Web, Mobile, EHR
The system spanned web, mobile, and an EHR platform — each serving therapists, supervisors, and admins with role-specific permissions.
Since we had already defined the visual language in the first project phase, I continued developing and applying the same design system. Consistency was crucial, not just from a branding perspective, but also to deliver a unified and user-friendly experience to therapists and supervisors.
Web App for Patients
The patient platform was created with a focus on clarity and accessibility.
EHR System for Therapists and Supervisors
Session Management for Therapists
Research showed therapists were switching between 3+ tools to piece together their daily schedule. This view consolidates everything into one screen: upcoming sessions, client names, note status, and actions, so therapists can start their day without opening anything else.
Client Overview
Therapists lacked a centralized view of their patients. Basic info was scattered across multiple sections. This overview surfaces only what therapists told us they actually check: contact details, diagnosis, session history, and pending forms.
Notes Management for Supervisors
This was the biggest pain point from research. Supervisors' primary task is reviewing and signing session notes, but they had no way to see which notes were pending. This view surfaces unsigned notes first, with filters by therapist, date, and status.
Note Creation and Signing
The clinical note form was redesigned around what therapists actually fill in. We removed unused fields, grouped related inputs (observations, affect, mood), and structured the form to match how therapists think through a session, not how the old database organized the data.
Additionally designed patient forms, admin tools, and internal workflows — 60+ screens total.
RESULTS
Replaced costly 3rd-party tool
Eliminated per-seat licensing dependency
3 tools → 1 platform
Consolidated therapist workflow from 3+ fragmented tools into one system
Validated via usability testing
Key flows tested before handoff
