APN Virtual
Match Made in Wellness
A teletherapy app that matches you with the best therapist suited for your needs.
Role
User Researcher
Timeline
12 months, 2023
Overview
APN Virtual is a teletherapy app that curates personalized therapy plans, connecting you with certified professionals for a tailored experience.
Personalized experience
AI-driven matching algorithms and data analytics enhance therapist-client compatibility by assessing client needs and virtual consultation insights, ensuring the best fit.
Flexible scheduling
Easily reschedule or cancel to accommodate busy and unpredictable schedules.
But before all this, let's go back to the COVID times…
Lockdown left many of us feeling isolated and lonely, and the shift in mental health care was just as dramatic.
Nearly 76% of mental health professionals were offering teletherapy exclusively.
Problem
How can we make a teletherapy app that feels personal and truly supports clients' needs?
Many teletherapy services fail to match clients with the right therapist, leading to drop-off and a lack of personalized care.
In 2023, BetterHelp had grown to ~370,000 active users, while Talkspace had ~11,700. The mental health market is growing annually at 4.8%. (Everyday Health)
Research
Conversations with therapy goers
I gathered 15 users who fit the target audience, including therapy veterans with 3+ years of experience, newcomers who just started, and individuals who have never attended therapy before.
Target Audience
• Veteran therapy go-ers (1+ years)
• New therapy go-ers (6 months or less)
• Male (40%) & female (60%)
• Medium to high income group
• Ages between 25-35
After identifying our target audiences, we began designing questions to explore during the user interviews.
What therapy platforms have you used in the past?
What are the most important factors for you when selecting a therapy platform?
What is the maximum amount you’d be willing to pay per therapy session? ($0–$25, $26–$50, $51–$100, $101–$150, $151–$200, $201+)
Some feedback were:
Common pain points:
Personalization is crucial
80% of clients have used BetterHelp or Talkspace, but later switched to other options. These platforms rely on brief questionnaires during onboarding, which doesn't allow them to truly understand their clients needs and pair the with the best therapist for them.
Quality over cost-effective options
All clients who started with affordable therapy options soon realized they were willing to invest more for higher-quality therapists and services. I soon noticed a pattern with those I interviewed, that people who have been going to therapy for 1+ years are willing to pay more for their sessions than those who just started off. After talking with them, it seems like the veterans value quality over affordability.
Limited time
Clients are busy and have unpredictable schedules sometimes. They want therapy that fits seamlessly into their lives, with flexible scheduling and communication options (text/video).
Research
Mapping user emotions
Based on user interviews, I created two personas that best represent our target audience. Creating this empathy map would be helpful as I'm able to check back regularly on the users needs and wants.
Based off of Brandon's persona and empathy map, I decided that it would be extremely helpful to create a journey map that showcases his experience signing up and booking a session with a therapist.
Competitive Analysis
Who's leading the pack
From user interviews, I analyzed the three most popular teletherapy apps to see if they met key user needs. Brightside Therapy scored the highest, but lacked personalization, which was one of the most important features according to the clients.
MVP
Based on the user interviews and feedback, it has led me to focus on these for the initial launch:
• Onboarding/Assessment
• Therapist's profile
• Booking/Rescheduling sessions
As I presented the research along with my proposed solution, I found that stakeholders had different plans in mind…
While my research identified key needs for the target clients, stakeholders insisted on integrating specific journeys and tracks to accommodate all types of clients even friends/family of clients. Despite my recommendation to keep the MVP as I have mapped out, the stakeholders were determined to include these additional features.
Additions from stakeholders
Specific tracks
• Mental health • Substance misuse • NFL
Specific account types
• On-site client at APN
• New clients
• Alumni
• Friend/family of client
Community feed
A page where clients can build a community and connect through events and shared interests.
Information Architecture
Mapping the anatomy of the experience
Timelapse of my team and I staying late at the office to map out the app's site map
The completed first round of edits
User Flow
Onboarding
User wants to sign up
Booking
User wants to schedule a session with a therapist
Searching
User wants to read into the therapist's profile
Wireframe
Solution
Onboarding
Therapist's Profile
Final Takeaways
How can we make it better?
Onboarding
After launching APN Connection, we identified several sources of confusion. Users struggled with selecting an account type and track, despite stakeholders' intent to personalize their experience. Instead of simplifying, it added complexity. Another issue was the approval process—clients had to wait a day or two after onboarding to access the app, leading to user drop-off.
Improvements
• Eliminate account types and tracks to prevent confusion during signup
• Remove the admin approval requirement to allow immediate app exploration
• Implement a more streamlined and comprehensive questionnaire
Services
We found that users weren't engaging with the "Browse Our Practitioners" card under Services. Despite stakeholders' insistence on keeping it, it caused confusion since users were already using the option on the homepage. It felt redundant and unintuitive.
Improvements
• Remove "Browse Our Practitioners" from the Services page
• Eliminate the toggle between "My Services" and "Browse" — instead, provide options to choose between virtual or in-person services
• Add a "Therapists" section to the homepage, replacing "Communities" for better visibility
Community/Events
Communities and events seemed promising initially, but their execution proved challenging due to the time required to build a community and clients’ preference for anonymity.
Improvements
• Added for future launches, but this should not be the main priority for now
Final Thoughts
Stakeholder requests led us to expand beyond my initial MVP, resulting in a more complex and confusing app. Attempts to include specialized services for athletes, individuals with addiction issues, and general teletherapy users ultimately diluted the app’s focus. I believe adhering to the original research and clearly positioning the app as a teletherapy solution for mental health services would have been more effective.
As for our second launch, we focused intently on the feedback from our first launch.
Introducing
APN Virtual
I’d like to highlight a few significant explorations from the various iterations I've worked through with the feedback given from the first launch.
Rebrand
After
Before
Tab Bar
Through feedback, clients were having issues finding services and therapists so we decided to add that navigation for better acessbility
We combined the Home, Profile, and Calendar icons as one in the new version and renamed it You encompassing everything about the
client's schedule, care team, and profile
We added text below each icon so that clients would not be confused about what each icon means
Before
After
Onboarding & Virtual Consultation Booking
Got rid of the account type and tracks and made it very clear for all types of clients who are looking for teletherapy
Got rid of having to be approved before being able to access home screen
Using AI to recommend services that clients may need based on their questionnaire
More in-depth questionnaire with easy and straight-forward UI design to become more digestible
Added a complimentary virtual consultation with a care advisor so we can pair therapists/services that seem best fit for the clients
Before
After
Searching for therapist's profile
Added Browse in the navigation bar and grouped services and therapists under Browse making it more intuitive
Added the option to search by therapist's name or specialty for easy accessibility and search
Because APN Virtual pairs clients up with the best therapist for them through the initial onboarding process, clients would need to
consult with their care advisors in order to schedule a session with a new therapist
Final Takeaways
While the project didn't reach full implementation, I wish we had the chance to test the edits we made for our relaunch. Still, the experience provided valuable insights and a solid foundation for future improvements, sharpening my problem-solving skills and reaffirming the importance of aligning design goals with business realities.
Drop me a line
© 2024 Jennifer Hu. All Rights Reserved.
Made with love and Jasmine green milk tea (75% sugar, less ice).
Drop me a line
© 2024 Jennifer Hu. All Rights Reserved.
Made with love and Jasmine green milk tea (75% sugar, less ice).
APN Virtual
Match Made in Wellness
A teletherapy app that matches you with the best therapist suited for your needs.
Overview
APN Virtual is a teletherapy app that curates personalized therapy plans, connecting you with certified professionals for a tailored experience.
Personalized experience
AI-driven matching algorithms and data analytics enhance therapist-client compatibility by assessing client needs and virtual consultation insights, ensuring the best fit.
Flexible scheduling
Easily reschedule or cancel to accommodate busy and unpredictable schedules.
But before all this, let's go back to the COVID times…
Lockdown left many of us feeling isolated and lonely, and the shift in mental health care was just as dramatic.
Nearly 76% of mental health professionals were offering teletherapy exclusively.
APN Virtual
Match Made in Wellness
A teletherapy app that matches you with the best therapist suited for your needs.
Overview
APN Virtual is a teletherapy app that curates personalized therapy plans, connecting you with certified professionals for a tailored experience.
Personalized experience
AI-driven matching algorithms and data analytics enhance therapist-client compatibility by assessing client needs and virtual consultation insights, ensuring the best fit.
Flexible scheduling
Easily reschedule or cancel to accommodate busy and unpredictable schedules.
But before all this, let's go back to the COVID times…
Lockdown left many of us feeling isolated and lonely, and the shift in mental health care was just as dramatic.
Nearly 76% of mental health professionals were offering teletherapy exclusively.
Problem
How can we make a teletherapy app that feels personal and truly supports clients' needs?
Many teletherapy services fail to match clients with the right therapist, leading to drop-off and a lack of personalized care.
In 2023, BetterHelp had grown to ~370,000 active users, while Talkspace had ~11,700. The mental health market is growing annually at 4.8%. (Everyday Health)
Research
Conversations with therapy goers
I gathered 15 users who fit the target audience, including therapy veterans with 3+ years of experience, newcomers who just started, and individuals who have never attended therapy before.
Target Audience
• Veteran therapy go-ers (1+ years)
• New therapy go-ers (6 months or less)
• Male (40%) & female (60%)
• Medium to high income group
• Ages between 25-40
After identifying our target audiences, I began designing questions to explore during the user interviews. Some main questions I asked were:
What therapy platforms have you used in the past?
What are the most important factors for you when selecting a therapy platform?
What is the maximum amount you’d be willing to pay per therapy session? ($0–$25, $26–$50, $51–$100, $101–$150, $151–$200, $201+)
Some feedback were:
Common pain points:
Personalization is crucial
80% of clients have used BetterHelp or Talkspace, but later switched to other options. These platforms rely on brief questionnaires during onboarding, which doesn't allow them to truly understand their clients needs and pair the with the best therapist for them.
Quality over cost-effective options
All clients who started with affordable therapy options soon realized they were willing to invest more for higher-quality therapists and services. I soon noticed a pattern with those I interviewed, that people who have been going to therapy for 1+ years are willing to pay more for their sessions than those who just started off. After talking with them, it seems like the veterans value quality over affordability.
Limited Time
Clients are busy and have unpredictable schedules sometimes. They want therapy that fits seamlessly into their lives, with flexible scheduling and communication options (text/video).
Research
Mapping user emotions
Based on user interviews, I created two personas that best represent our target audience. Creating this empathy map would be helpful as I'm able to check back regularly on the users needs and wants.
Click the image above to view the enlarged map
Based off of Brandon's persona and empathy map, I decided that it would be extremely helpful to create a journey map that showcases his experience signing up and booking a session with a therapist.
Click the image above to view the enlarged chart
Competitive Analysis
Who's leading the pack
From user interviews, I analyzed the three most popular teletherapy apps to see if they met key user needs. Brightside Therapy scored the highest, but lacked personalization, which was one of the most important features according to the clients.
Click the image above to view the enlarged comparison chart
MVP
Based on the user interviews and feedback, it has led me to focus on these for the initial launch:
• Onboarding/Assessment
• Therapist's profile
• Booking/Rescheduling sessions
As I presented the research along with my proposed solution, I found that stakeholders had different plans in mind…
While my research identified key needs for the target clients, stakeholders insisted on integrating specific journeys and tracks to accommodate all types of clients even friends/family of clients. Despite my recommendation to keep the MVP as I have mapped out, the stakeholders were determined to include these additional features.
Additions from stakeholders
Specific tracks
• Mental health
• Substance misuse
• NFL
Specific account types
• On-site client at APN
• New clients
• Alumni
• Friend/family of client
Community feed
A page where clients can build a community and connect through events and shared interests.
Information Architecture
Mapping the anatomy of the experience
Timelapse of my team and I staying late at the office to map out the app's site map
The completed first round of edits
User Flow
Onboarding
User wants to sign up
Searching
User wants to read into the therapist's profile
Booking
User wants to schedule a session with a therapist
Click the image above to enlarge
Wireframe
Wireframe
Solution
Onboarding
Therapist's Profile
Connect to Content
Add layers or components to swipe between.
Final Takeaways
How can we make it better?
Onboarding
After launching APN Connection, we identified several sources of confusion. Users struggled with selecting an account type and track, despite stakeholders' intent to personalize their experience. Instead of simplifying, it added complexity. Another issue was the approval process—clients had to wait a day or two after onboarding to access the app, leading to user drop-off.
Improvements
• Eliminate account types and tracks to prevent confusion during signup
• Remove the admin approval requirement to allow immediate app exploration
• Implement a more streamlined and comprehensive questionnaire
Services
We found that users weren't engaging with the "Browse Our Practitioners" card under Services. Despite stakeholders' insistence on keeping it, it caused confusion since users were already using the option on the homepage. It felt redundant and unintuitive.
Improvements
• Remove "Browse Our Practitioners" from the Services page
• Eliminate the toggle between "My Services" and "Browse" — instead, provide options to choose between virtual or in-person services
• Add a "Therapists" section to the homepage, replacing "Communities" for better visibility
Community/Events
Communities and events seemed promising initially, but their execution proved challenging due to the time required to build a community and clients’ preference for anonymity.
Improvements
• Added for future launches, but this should not be the main priority for now
Final Thoughts
Stakeholder requests led us to expand beyond my initial MVP, resulting in a more complex and confusing app. Attempts to include specialized services for athletes, individuals with addiction issues, and general teletherapy users ultimately diluted the app’s focus. I believe adhering to the original research and clearly positioning the app as a teletherapy solution for mental health services would have been more effective.
As for our second launch, we focused intently on the feedback from our first launch.
Introducing
APN Virtual
I’d like to highlight a few significant explorations from the various iterations I've worked through with the feedback given from the first launch.
Rebrand
Before
Before
After
After
Tab Bar
Through feedback, clients were having issues finding services and therapists so we decided to add that navigation for better acessbility
We combined the Home, Profile, and Calendar icons as one in the new version and renamed it You encompassing everything about the
client's schedule, care team, and profile
We added text below each icon so that clients would not be confused about what each icon means
Before
After
Onboarding & Virtual Consultation Booking
Got rid of the account type and tracks and made it very clear for all types of clients who are looking for teletherapy
Got rid of having to be approved before being able to access home screen
Using AI to recommend services that clients may need based on their questionnaire
More in-depth questionnaire with easy and straight-forward UI design to become more digestible
Added a complimentary virtual consultation with a care advisor so we can pair therapists/services that seem best fit for the clients
Before
After
Finding the Right Therapist
Added Browse in the navigation bar and grouped services and therapists under Browse making it more intuitive
Added the option to search by therapist's name or specialty for easy accessibility and search
Because APN Virtual pairs clients up with the best therapist for them through the initial onboarding process, clients would need to
consult with their care advisors in order to schedule a session with a new therapist
Final Takeaways
Designing for telehealth comes with unique challenges, especially when navigating HIPAA compliance, data security, and regulatory constraints. This project taught me how complex it can be to balance user experience, accessibility, and legal requirements while ensuring that clients feel supported and empowered throughout their journey.
I also learned the importance of thorough UX research and continuously validating insights through testing. While it was tempting to rely on inherent biases or jump straight into high-fidelity designs, this project reinforced that design is never an isolated process. The feedback from the first iterations proved just how essential it is to invest in research upfront, not only to create a better user experience but also to effectively communicate findings with stakeholders, ultimately saving significant time and costs.
Drop me a line
© 2024 Jennifer Hu. All Rights Reserved.
Made with love and Jasmine green milk tea (75% sugar, less ice).
Drop me a line
© 2024 Jennifer Hu. All Rights Reserved.
Made with love and Jasmine green milk tea (75% sugar, less ice).
Information Architecture
Mapping the anatomy of the experience
Drop me a line
© 2024 Jennifer Hu. All Rights Reserved.
Made with love and Jasmine green milk tea (75% sugar, less ice).