In collaboration with:
product manager, medical advisor, legal department
Empowering clients and care teams with shared therapy roadmaps
This case study explores how we designed the therapy planning experience that helps clients see what’s next, manage anxiety, and stay engaged. It also provides visibility for therapists and clinical teams to review notes, track outcomes, and support long-term progress.
Problem
Old therapy plan was too simple. The therapist can't create wide plan to his client. Clients without detailed therapy plans were not engaged into the therapy process. There satisfaction with the service was low.
Discover
Therapy plan is a sensitive information so we can't use competitors analysis or user sessions observation (Hotjar). The interviews with therapists and insurance protocols were the main source of insights.
▫️ According to analytics, 64% of users had the therapy plan field filled in.
▫️ In interviews therapists sad that they use their own documentation to create therapy plans for their clients.
▫️ Principle of working with insurance protocols is familiar to our therapists.
Client’s view
Therapist’s view
Business goals
Driving engagement, satisfaction, and scalable therapist support
💟
Increase client LTV
Increase
client LTV
The primary objective is to enhance client engagement in the therapy process by providing more detailed and comprehensive therapy plans.
👍
Improve client satisfaction
By providing therapy plans, the goal is to improve client satisfaction by setting clear expectations and making therapy progress more visible and drive visibility of therapy outcomes.
⬆️
Enhance therapist productivity
Streamlining the therapy planning process will enable therapists to create more effective and personalised plans for their clients efficiently.
Design challenges
Building cross-platform functionality without compromising usability
💎
Advanced therapist features
The tool must offer a wide range of features and functionalities to support therapists in creating thorough and personalised therapy plans. This includes options for goal setting, activity planning, progress tracking, resource integration, and note-taking.
🫶
User-friendly interface for clients
Despite the extensive functionality, the interface should be intuitive and easy to navigate for clients. This involves presenting information in a clear and organised manner, using simple language, and providing visual aids to enhance understanding.
📱
Accessibility and compatibility
According to the analytics, clients prefer to use mobile app to get therapy. Therapists prefer to work with web version on desktops mostly. The tool should be accessible across various devices and platforms, ensuring seamless integration into the therapist-client relationship.
Design solution approach
User-centred design process
Conduct thorough user research to understand the needs, preferences, and pain points of both therapists and clients. Utilise insights gathered from user feedback sessions, surveys, and usability testing to inform the design process.
Personas + Journey map
Iterative prototyping and testing
Develop prototypes of the therapy plan tool and conduct iterative testing with therapists and clients to gather feedback and refine the design. Iterate based on user input to ensure the final product meets the needs of both user groups.
Clear information architecture
Design an intuitive information architecture that organises the therapy plan content in a logical and easy-to-follow manner. Use visual hierarchy, grouping, and labelling to help users navigate the tool effortlessly.
Low fidelity prototype
Visual and interaction design
Employ a clean and minimalist visual design aesthetic that reduces cognitive load and enhances readability. Incorporate interactive elements such as dropdown menus, checkboxes, and drag-and-drop functionality to improve usability and engagement.
Educational resources and support
Provide educational resources and onboarding support within the tool to help clients understand the purpose and benefits of therapy plans. Offer tooltips, tutorials, and contextual help features to guide users through the process.
Animated prototype
Impact
Impact
Enabling continuity of care and better outcomes for clients and counsellors
Enabling continuity of care and better outcomes for clients and counsellors
✅
Lower drop-off
after intro session
We helped more clients continue beyond the first session, reducing early drop-off and turning one-time users into ongoing clients.
✅
Higher retention
across the client journey
Overall client retention improved, with users more likely to stay engaged thanks to clear next steps and visible progress.
✅
90% weekly usage
of therapy plans
Our therapy plan feature became a core engagement tool, with 90% of active clients using it weekly to stay on track.
Additional impact
Less admin, more care
Therapists reported less paperwork and fewer repetitive tasks, allowing them to focus more on delivering care.
Better visibility for clinical quality teams
The clinical team gained real-time visibility into client outcomes, improving oversight and quality assurance processes.
Outcome
We turned therapy plans into a growth and care engine — reducing early drop-off, boosting retention, and improving therapist productivity. With 90% of clients using plans weekly and clinical teams gaining real-time outcome visibility, we helped shift care from one-off sessions to long-term progress.
Let's keep in touch
Let's keep in touch
In collaboration with:
product manager, medical advisor, legal department
Empowering clients and care teams with shared therapy roadmaps
This case study explores how we designed the therapy planning experience that helps clients see what’s next, manage anxiety, and stay engaged. It also provides visibility for therapists and clinical teams to review notes, track outcomes, and support long-term progress.
Problem
Old therapy plan was too simple. The therapist can't create wide plan to his client. Clients without detailed therapy plans were not engaged into the therapy process. There satisfaction with the service was low.
Discover
Therapy plan is a sensitive information so we can't use competitors analysis or user sessions observation (Hotjar). The interviews with therapists and insurance protocols were the main source of insights.
▫️ According to analytics, 64% of users had the therapy plan field filled in.
▫️ In interviews therapists sad that they use their own documentation to create therapy plans for their clients.
▫️ Principle of working with insurance protocols is familiar to our therapists.
Client’s view
Therapist’s view
Business goals
Driving engagement, satisfaction, and scalable therapist support
💟
Increase client LTV
The primary objective is to enhance client engagement in the therapy process by providing more detailed and comprehensive therapy plans.
👍
Improve client satisfaction
By providing therapy plans, the goal is to improve client satisfaction by setting clear expectations and making therapy progress more visible and drive visibility of therapy outcomes.
⬆️
Enhance therapist productivity
Streamlining the therapy planning process will enable therapists to create more effective and personalised plans for their clients efficiently.
Design challenges
Building cross-platform functionality without compromising usability
💎
Advanced therapist features
The tool must offer a wide range of features and functionalities to support therapists in creating thorough and personalised therapy plans. This includes options for goal setting, activity planning, progress tracking, resource integration, and note-taking.
🫶
User-friendly interface for clients
Despite the extensive functionality, the interface should be intuitive and easy to navigate for clients. This involves presenting information in a clear and organised manner, using simple language, and providing visual aids to enhance understanding.
📱
Accessibility and compatibility
According to the analytics, clients prefer to use mobile app to get therapy. Therapists prefer to work with web version on desktops mostly. The tool should be accessible across various devices and platforms, ensuring seamless integration into the therapist-client relationship.
Design solution approach
User-centred design process
Conduct thorough user research to understand the needs, preferences, and pain points of both therapists and clients. Utilise insights gathered from user feedback sessions, surveys, and usability testing to inform the design process.
Personas + Journey map
Iterative prototyping and testing
Develop prototypes of the therapy plan tool and conduct iterative testing with therapists and clients to gather feedback and refine the design. Iterate based on user input to ensure the final product meets the needs of both user groups.
Clear information architecture
Design an intuitive information architecture that organises the therapy plan content in a logical and easy-to-follow manner. Use visual hierarchy, grouping, and labelling to help users navigate the tool effortlessly.
Low fidelity prototype
Visual and interaction design
Employ a clean and minimalist visual design aesthetic that reduces cognitive load and enhances readability. Incorporate interactive elements such as dropdown menus, checkboxes, and drag-and-drop functionality to improve usability and engagement.
Educational resources & support
Provide educational resources and onboarding support within the tool to help clients understand the purpose and benefits of therapy plans. Offer tooltips, tutorials, and contextual help features to guide users through the process.
Animated prototype
Impact
Enabling continuity of care and better outcomes for clients and counsellors
✅
Lower drop-off after intro session
We helped more clients continue beyond the first session, reducing early drop-off and turning one-time users into ongoing clients.
✅
Higher retention across the client journey
Overall client retention improved, with users more likely to stay engaged thanks to clear next steps and visible progress.
✅
90% weekly usage of therapy plans
Our therapy plan feature became a core engagement tool, with 90% of active clients using it weekly to stay on track.
Additional impact
Less admin, more care
Therapists reported less paperwork and fewer repetitive tasks, allowing them to focus more on delivering care.
Better visibility for clinical quality teams
The clinical team gained real-time visibility into client outcomes, improving oversight and quality assurance processes.
Outcome
We turned therapy plans into a growth and care engine — reducing early drop-off, boosting retention, and improving therapist productivity. With 90% of clients using plans weekly and clinical teams gaining real-time outcome visibility, we helped shift care from one-off sessions to long-term progress.
Let's keep in touch