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Design approach
The first thing we did for the customer was to analyze 22 competitors.
For each of these 22 competitors, we created a folder with detailed information on how to build the customer journey map (CJM), on how much the services of a psychologist cost, and on the rates. The folder also contains information on whether insurance can be used, on how much time it takes from the moment a user is registered on the site till he or she gets the long-awaited appointment with a psychologist, on whether one can choose one’s own psychologist or not, and a lot of other potentially useful information for building your own therapy platform.
Next, our product manager and team studied more than 1,000 reviews on the largest competitor platform, betterhelp.com, and several other major only therapy platforms, too. This enabled us to compile a list of must-have features that could improve user interaction and enhance user experience. Our flexibility and constant study of our competitors was becoming a major business advantage over other platforms because competitors are more sluggish and cannot afford to implement new functionality so quickly.
We analyzed the most common screen extensions in the countries where our customer wanted to be present – USA, Turkey, Georgia and Russia – and began to make the design in 4 extensions.
After approval of the UX and UI parts, our customer told us that he wanted us to make not only an MVP but a fully-featured platform with all the functionality that we put into his therapy platform.
Our team insisted that we go in stages and first launched the MVP version with limited functionality, and then we started full development.
Why? We really could have charged the customer a lot of money at once to do whatever he wants. BUT we launch startups every month, and experience has taught us that this is not a working strategy.
What happens if the customer makes a full-blown platform at once?
1. It would drag out the timeline before the first client appears. And what matters to us is the kind of user experience that the therapy platform could give. Even after studying a large number of competitors, we can't be 100% sure that users of the platform will need the same features as those of competitors.
It was important for us to launch the MVP as quickly as possible in order to start attracting the first users, and then, later on, to supplement the therapy platform with only the functionality needed by real users.
After our team helped find and interview a good media buyer, we worked with him on the CJM and ran ads.
Our team helped calculate the required conversions and the overall business plan the customer was following.
After approval of the UX and UI parts, our customer told us that he wanted us to make not only an MVP but a fully-featured platform with all the functionality that we put into his therapy platform.
Our team insisted that we go in stages and first launched the MVP version with limited functionality, and then we started full development.
Why? We really could have charged the customer a lot of money at once to do whatever he wants. BUT we launch startups every month, and experience has taught us that this is not a working strategy.
What happens if the customer makes a full-blown platform at once?
1. It would drag out the timeline before the first client appears. And what matters to us is the kind of user experience that the therapy platform could give. Even after studying a large number of competitors, we can't be 100% sure that users of the platform will need the same features as those of competitors.
It was important for us to launch the MVP as quickly as possible in order to start attracting the first users, and then, later on, to supplement the therapy platform with only the functionality needed by real users.
After our team helped find and interview a good media buyer, we worked with him on the CJM and ran ads.
Our team helped calculate the required conversions and the overall business plan the customer was following.
To develop new functionality, it is the business logic that needs to be worked out. Here's an example: we were thinking about how we could increase conversion from registered user to a customer that paid at least once.
The problem was that a user saw the list of psychologists but did not choose any of them.
Then we started developing a CJM with the goal of boosting potential customer engagement.
One idea is to add a preliminary questionnaire through which the user would share his problem and get involved in the process of finding a psychologist. It also helps psychologists better understand the potential client. And at the moment when a client will look for a psychologist, his completed questionnaire will be sent to psychologists to help them have a clearer picture of the client.
The problem was that a user saw the list of psychologists but did not choose any of them.
Then we started developing a CJM with the goal of boosting potential customer engagement.
One idea is to add a preliminary questionnaire through which the user would share his problem and get involved in the process of finding a psychologist. It also helps psychologists better understand the potential client. And at the moment when a client will look for a psychologist, his completed questionnaire will be sent to psychologists to help them have a clearer picture of the client.
And, indeed, after the questionnaire was introduced, clients became more conscious, they began to understand that if there is such a thorough approach, then perhaps they will really get help on this therapy platform.
Then we talked to real clients by email and realized that some of them prefer to send in their problems and complaints via audio record, not by email. And it worked, too, there were more customer requests with pre-recorded audio.
Then we talked to real clients by email and realized that some of them prefer to send in their problems and complaints via audio record, not by email. And it worked, too, there were more customer requests with pre-recorded audio.
Still have questions?
After all the analysis, we prepared an Assignment Specification for ourselves because the customer had many other tasks, and we understood that we could help him in this way. The Assignment Specification was 37 pages long and took into account almost all the requirements at the initial stage for MVP.
Two months later, we started adding additional content there every month.
An important point is that we also keep technical and business documentation in Jira. So, at almost any point, if the customer wants to leave us for another team or he now has his own in-house team, he will be able to do it without any problems.
After we started doing the design, we began working on the UX part.
An important point is that we also keep technical and business documentation in Jira. So, at almost any point, if the customer wants to leave us for another team or he now has his own in-house team, he will be able to do it without any problems.
After we started doing the design, we began working on the UX part.
Then there was a big pain – clients would send in their questionnaire and just wait for the psychologist to respond. It could take up to an hour before the response comes. So, we had to introduce a timer to enable the client know how long it would take the psychologist to respond.
And when the time runs out or when a psychologist responds, a list of potential psychologists that the customer could contact right away is displayed.
And then, once the client chooses a particular psychologist, he can start chatting him up directly.
But before that, he will need to buy a subscription. This can be annoying for clients, but it gives good business results.
And we have solved more than 50 such cases within the framework of this therapy platform.
So, at the end, the customer got a platform that is scalable in terms of number of users with functionality used (paid for) by real customers. We continue to support the platform and add necessary functionality on a regular basis.
So, at the end, the customer got a platform that is scalable in terms of number of users with functionality used (paid for) by real customers. We continue to support the platform and add necessary functionality on a regular basis.
Technical approach
UI&UX
We have a very robust approach to UX&UX development. Each screen is pre-designed in at least 2 screens - desktop and mobile.
We have a very robust approach to UX&UX development. Each screen is pre-designed in at least 2 screens - desktop and mobile.
Tech stack
For the backend, we used ASP .Net MVC with PostgreSQL database as for the Customer’s preference. For the frontend, we used Vue.js as it was the most prominent frontend framework at the time. It proved to be a great choice, the platform works well without any maintenance required.
For the backend, we used ASP .Net MVC with PostgreSQL database as for the Customer’s preference. For the frontend, we used Vue.js as it was the most prominent frontend framework at the time. It proved to be a great choice, the platform works well without any maintenance required.
Development schedule
We always provide our customers with a detailed schedule, so it is very easy to track our progress.
