TARA Mind

Patient Onboarding

2024

Role: UX Designer

Tools: Figma

Team: Head of Product • CTO • UX Designer • Clinical Team

Timeline: 3 weeks

Overview

TARA Mind is a mental health startup enabling affordable access to Ketamine-Assisted Therapy (KAT) for individuals suffering from Treatment-Resistant Depression. TARA Mind’s Product and Clinical team developed a patient onboarding flow to check patient eligibility for the Ketamine-Assisted Therapy Benefit.

Challenge

Our existing patient onboarding flow was long and we feared that potential users would drop off in the process. We wanted to create an easy experience that incorporated all necessary clinical steps without frustrating users.

Solution

Through usability testing, competitive research, and design and copy refinement, we improved our patient onboarding flow and ultimately delivered a simplified, accessible experience that brought users closer to their goal of receiving treatment for their mental health struggles.

Setting the Scene

In order for an individual to qualify for TARA Mind’s Ketamine-Assisted Therapy benefit, they needed to complete an onboarding process to verify both their employer and clinical eligibility.

Identifying Points of Friction

In order to identify ways in which we could improve the onboarding process, we conducted an internal QA session with our entire team. Our CTO led us through the mobile onboarding and each team member documented points of friction and areas for improvement.

Findings

After gathering points of friction, we met as a team to synthesize our findings. We used an affinity map to group categories of feedback. Here were our top findings:

Burdensome Length

There was unanimous feedback from the group that the onboarding flow felt too long. We didn’t set expectations with users about how long the process would take.

Poor Mobile Usability

The experience was not mobile-optimized. Completing health history surveys involved finicky scrolling, and rating scale buttons that were small and difficult to press.

Jarring Language

The mental health history and survey involved questions about suicide, which felt shocking and potentially triggering for users.

Competitor Insights

Prior to diving into design changes based on our usability testing feedback, I conducted a competitor audit of AbleTo’s onboarding flow. Here’s what I found:

Mobile-Friendliness

AbleTo limited their questionnaire to one question per screen. This allowed user to focus on the question, and eliminated the need to scroll down to the following questions. Their rating scale included both a descriptor as well as a number, and was easy for a user to tap with their finger.

Managed User Expectations

AbleTo’s onboarding flow started by listing out three steps user would take in order to discover what kind of mental health care was right for them. With friendly and succinct language, they outlined what a user should expect before they embarked upon the onboarding flow.

Visual Pauses

To create a mental pause for users between sections, AbleTo created visual dividers through survey results visualization and inspirational content. Although their onboarding flow was long, these pauses allowed users to rest and prepare for the section that followed.