Activation was low, compared to number of downloads.

Based on usage data, we were seeing nearly half of our users drop off after completing the intake questionnaire, and not choosing a therapist. Only 51% of our users had actually chosen a therapist.

This was one of the driving factors behind the app redesign.

User feedback pointed to a need for more intuitiveness and clearer instructions.

I gathered feedback from 2 sources: private clients who were testing the app, as well as moderated usability testing. Throughout the client testing period, we were inundated with support requests - users didn’t know how to book an appointment, see how many sessions they had, or how to start a session. Eventually, I created a series of “How-to” videos to help users get started with Ayana.

Moderated testing sessions allowed us to see exactly how users were behaving, and their thought process while using the app. This allowed us to identify points within their workflow where the app was confusing, or deviated from users’ mental models.

The app was plagued by confusing navigation and task flows, and lacked visual polish.

How might we improve this “clunky” experience?

Users need to accomplish their most common tasks within 3 taps or less.

The core features of the app - chatting, video sessions, and journaling - needed to be clearly accessible from every screen on the app. These formed the basis of the app, and made up the bottom navigation.