SonderMind's vision is to redesign behavioral health to become more accessible, approachable, and utilized.
Currently, providers (therapists) utilize an online portal on SonderMind's site to receive client referrals, schedule appointments, and submit claims for billing.
The portal currently has a minimal design in order to be functional, but SonderMind tasked us with evaluating the portal's UX to ensure it aligns with the rest of their website and that the user journey matched what providers need and want to see.
Working with their product team, my team simplified the portal's learnability and usability, as well as applying their unique branding and style to maintain a cohesive voice throughout the provider experience.
One of our biggest challenges was a quick turn around: with just three weeks, how do we ensure we have a thorough understanding of our user and business needs?
We were only able to interview one SonderMind provider within this time frame, so we called on non-SonderMind providers, as well as the team's provider training lead, to help us understand the motivations, frustrations, and goals of the general mental health professional.
User + Expert Interviews
We performed a heuristic evaluation to take stock of the functionality and existing usability of the provider portal.
There were three core functionalities of the provider portal that needed to remain: receiving and accepting new client referrals, scheduling appointments, and submitting claims for billing.
After evaluating, we landed on four key heuristics that we wanted to focus on:
We set out to tackle three key opportunities:
• How might we make claim submissions simpler and easier?
• How might we make the referral accept / decline process easier to understand?
• How might we make the portal more integrated into a provider's process?
After performing a few design studios to generate ideas, we designed a few quick wireframes and presented to the SonderMind team.
As the provider’s landing page after log in, we wanted to surface key tasks and information relevant to their work day.
One of the key behaviors we were aiming to change was ensuring providers responded to referrals (matches) and submitted claims in a timely manner.
As a starting point towards adding gamification elements to the provider portal, we made metrics such as Match Response Time, Clinical Hours, Recurring Clients visible so providers could begin to understand how they are performing on the platform.
Knowing that SonderMind would like to scale quickly, we introduced a conversational guide to assist with profile set up.
We’d be interested in delving more into this project, examining content strategy that helps providers create thorough profiles that are both appealing and helpful to clients.
Currently, editing your profile would involve navigating through several pages of different sections.
By placing all info on one page with editable sections, we’re allowing providers to see and access all information at once.
With the goal of increasing provider usage of the portal, we suggest that all claims are auto-generated from appointments made on their calendar.
We also received feedback that a lot of the details required on the submission forms typically doesn’t change from appointment to appointment. To streamline the submission process, we made all fields auto-filled based on the last claim, with an option to edit as needed.
One of the cases where processing errors occurred is when a client's information was outdated.
We did not want to place the burden of checking information solely on the provider, but also knew that we didn't want the patient to feel annoyed by constant reminders to update their information.
We introduced an opportunity for the client to help both provider and SonderMind to expedite billing by verifying their payment information via an SMS notification, similar to reservation confirmation text integrations used by restaurants and doctors’ offices.
As a next steps, we'd love to explore the whole eco-system of client / provider interactions to identify more ways to use e-mail and SMS to help streamline the billing process.
SonderMind wanted to reconfigure the referral terminology in a way that emphasizes the human connection + relationship between provider and client, rather than a simple referral process.
Our new flow allows providers to see all relevant info on a card that guides them through the matching process. We picked copy that felt more conversational and used CTAs that clearly outline next steps.