SonderMind

Provider Portal Re-design

Introduction

SonderMind's vision is to redesign behavioral health to become more accessible, approachable, and utilized.

Problem

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.

Solution

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.

Timeline

3 weeks

Role

Research
UI + Prototyping
Interaction Design

Team

Colleen Keegan, Skylair Hilton

SketchInVisionWhimsicalZeplinCapian

Research

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.

Methods

Heuristic Evaluation
User + Expert Interviews
Competitive Analysis
Journey Maps
Personas

1
SonderMind Provider
5
Non-SonderMind Providers
1
SonderMind Training Lead

Evaluating the current portal's usability.

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:

Visibility of system status
The process of accepting / declining referrals is complex and it isn't always clear what the next step of the process was. Improving the visibility of next steps and system statuses could help increase learnability and ensure that SonderMind could scale their provider base quickly and efficiently.
Consistency and standards
Terminology differed slightly from one area of the platform to another, preventing easy learnability. Before we had the chance to chat with SonderMind's provider training lead, we took a first pass at using the platform as a brand new user, but struggled to understand exactly what some buttons or sections were for.
Flexibility and efficiency of use
The user flows for the three core functions of the portal often times were difficult to navigate.  We wanted to improve the site's information architecture to make accessing core functions dead simple and give providers access to the info they needed, where they expected it.
Aesthetic and minimalist design
Our stakeholders acknowledged that the portal was designed primarily for functionality; it didn't carry over any of the brand vision that was present throughout the client facing site. SonderMind's brand was a unique offering that we felt could be leveraged in making the portal a delight for providers to use.

Ideation

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.

Methods

Design studio
Wireframing
Design review

Claims

Referrals

Dashboard

Final Mock Ups

Create an agenda.

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. 

Showcase provider metrics.

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.

Streamline set up.

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.

Process simplification.

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.

Visibility for payment updates.

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.

Working with the client.

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.

Re-thinking Referrals.

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.

Next steps.

  1. With more time, we would have loved to interview more SonderMind providers, preferably from a wider range of experience and age. We would have also been interested in increasing our user testing to help validate our findings.
  2. Along with interviewing more providers, we wanted to explore what quantifiable metrics we could present as a gamification play to incentivize providers on the platform. Knowing that most providers focus on their clients' success, we were stumped as to how to quantify that success. More exploration and testing would be needed here to ensure we were providing the right incentives.