TimelyCare App Redesign

Disclaimer: This project was completed as a personal project without affiliation with the TimelyCare Design/Development team. All designs and views expressed are of my own.

Overview

TimelyCare is a mental telehealth app that provides students virtual support through self guided meditation, counseling, live chats, and specialized medical services.

Role: UX Designer, UX Researcher

Duration: 3 Months

Tools: Paper/Pen, Figma

Prototype Link: Figma Prototype

Problem Statement

College students feel stressed and overwhelmed. University mental health services are overburdened with long waitlists which delays getting students the assistance they need. TimelyCare serves as a telehealth alternative to in person mental health support, but students aren't completely satisfied. How can we redesign the TimelyCare app to improve user experience? To learn more about what specific areas users want improvements on, I conducted user interviews.

TimelyCare App Redesign

Disclaimer: This project was completed as a personal project without affiliation with the TimelyCare Design/Development team. All designs and views expressed are of my own.

Users

Based on my understanding of the usage of the app, I divided users into two groups:

1. Students who are new to the app

2. Students who are experienced users of the app

Each has their own needs and concerns when using the app, so I conducted five interviews from representatives of both groups to gain insights

User Journey Map

To learn more about how the user interacts with the app, I created a user journey map to mirror how a user would navigate the different features and located pain points. This helped me see where the disconnects are and brainstorm ways to improve user experience.

User Flow Map

I created a user flow map to study the steps it takes for users to reach their goal when using the app. This helped me empathize with the users.

Users are frustrated with the number of steps it takes to get access to the support they need, so the process needs to be streamlined.

There are also so many features offered by the app but users feel lost and unaware of how to access them.

Insights

Autonomy

Users are concerned with the Message tab listing private information at the top of the screen and organization of the following messages
Users feel dependent on their providers for more information on their conditions/course of treatment.
Users feel helpless when it comes to joining a call with a provider or cancelling an appointment.
Users want to feel more in control of their condition and progression through support from the app.

Simplicity

Users find the application hard to navigate and time-consuming to locate counseling and TalkNow services.
Users confused with the different service options they have and how to access them.
Users annoyed with the need to login each time by retyping email

Adaptability

Users frustrated with the Home tab containing information that is not relevant to their specific needs
Users are uninterested in the Community tab due to lack of engagement.
Users are discouraged with the process it takes to select a provider that match in relatability and availability.

based on these insights, I revised the mission statement

Problem Statement 2.0

College students feel stressed and overwhelmed. University mental health services are overburdened with long waitlists which delays getting students the assistance they need. TimelyCare serves as a telehealth alternative to in person mental health support, but students aren't completely satisfied. How can we redesign the TimelyCare app to provide a variety of services in a simple and customizable manner?

Competitive Analysis

While interviewing, some users mentioned other apps they use that they prefer over TimelyCare. To understand why, I explored four apps with different functions.

One user wanted for TimelyCare to have more options for self guided meditation and yoga exercises like Headspace

One user wanted more options to customize meditation sessions and track moods like Insight Timer

Another user preferred the YikYak community board interface over the TimelyCare one

While TimelyCare aims to be an all encompassing mental health wellness app, there are several apps that focus on a specific feature that we can learn from: