Alan

How do we help therapy users build confidence in choosing the right therapist when selecting on a digital platform for the first time?

Discovery to delivery

Role

Product Designer

Timeline

1 week

Scope

Discover to Deliver

Tools

Figma

Context

(01)

What is Alan ?

Alan is a European health insurance company that combines coverage with a digital health platform, so members can book care, talk to doctors and get reimbursed from one app.

Why this project ?

Alan wants to design a user experience that optimises the matching process between members and therapists, that answers member's specific needs and facilitates video consultation.

What was the problem ?

The “Select a therapist” screen had the biggest drop-off in the booking flow. With digital therapy still new in France, the challenge was to design a matching experience that helps people confidently choose the right therapist and book a video consultation.

(02)

KPIs

Our success
metrics

↳ Drop-off rate at “Select a therapist” : The share of members who reach the screen but don’t choose a therapist. A lower rate shows the matching gives people what they need to decide.

↳ Booking rate for first video consultations : The share of members who select a therapist and go on to book a video consultation. It shows the matching leads to real use.

↳ Confidence in the choice : After three appointments, members rate from 1 to 5 how sure they are their therapist is right for them. It checks that people choose well, not just faster.

(03)

Design process

User test

Iterations

005

(04)

About my work

I led this project end to end as the sole designer, from user interviews and problem definition to ideation, user flows, high-fidelity UI design and prototyping. I then ran usability tests and used the feedback to refine the design.

(05)

User
Research

Objectives

↳ Understand the decision : How people choose a therapist, what worries or reassures them along the way.

↳ Identify barriers to digital therapy : What holds people back from online therapy in France, from stigma to discomfort with video.

↳ Uncover what builds confidence : Which information and signals help members feel sure they’ve picked the right therapist.

Interview
Parameters

＃5 participants
↳ Young adults (25-30 years old)
↳ Professionals
↳ Have experience with therapy or are interested in it
↳ 30-minute interview

What we learnt ?

5/5

users prefer in-person to online therapy

I think it’s less effective than real life. Because there are some markers that your therapist wouldn’t be able to pick up on such as your movements, your ticks.

— Zacharie, 29 years old

5/5

users want detailed, comparable profiles before choosing

I’d like to see their CV put into different metrics that are easy to compare between different doctors.

— Duy Anh, 28 years old

3/5

users need price and location upfront

I would look at the pricing that suits my price range. And the therapists are nearby where I live.

— Thu Phuong, 29 years old

5/5

users think they need time before deciding if it is a fit

I'd need 3 or 4 sessions to see if they're genuinely trying to help me.

— Hélen, 31 years old

(07)

Ideation

CRAZY 8

I sketched eight ideas to explore ways of helping users feel more confident in their choice of therapist, then chose the best ones from there.

Advanced filter system

Rating and reviews

Live assistance

Guided conversation-based journey

Community-based guidance

AI-personalised recommendation

USER JOURNEY

I sketched a user journey that gives members a support option: if they can’t decide, they can chat or video call a live assistant who recommends a therapist that matches their needs.

(07)

Prototype

I built an interactive prototype to test live assistance, where users can chat or call a real person to help them choose a therapist that fits their needs.

Advanced filters

↳ Find the right fit faster. Narrow down therapists by rating, location and availability, on top of speciality and language.

Ratings and reviews

↳ Real feedback from past patients adds a layer of trust to each profile, helping members compare therapists and feel sure about their decision.

Live assistance

↳ Members can chat or call a real assistant who helps them find a therapist that matches their specific needs, so a hesitant first step becomes a guided one.

(08)

User
Test

Objectives

↳ Validate the therapist selection flow
↳ Uncover critical information gaps
↳ Test the support pathway as a fallback

Interview
Parameters

＃3 participants
↳ Young adults (25-30 years old)
↳ Professionals
↳ 45-minute interview

What we learnt ?

2/3

Users prefered to see an onboarding section before the therapist list

3/3

users engaged with filters or considered them as part of browsing strategy

Ease of use

I'd prefer a section in the beginning as an introduction. It's confusing to me to see directly a list of people.

— Thu Phuong, 28 years old

2/3

Users would like to see pricing and specific locations in the profiles

2/3

users prefered to see review section positioned higher-up in the profiles

Information gap

I'd put the reviews higher up, that's the most important criteria to me, the education isn't relevant to me.

— Zacharie, 29 years old

3/3

struggled to find the therapist section from home

2/3

Users struggled to find or navigate to Support when needed

Navigation

The mental health section isn't clear to me. I clicked on the 'Talk to our medical team' again by accident.

— Duy Anh, 28 years old

3/3

Users reported the support flow was clear once accessed

1/3

Users found the layout of the profile cards confusing

Information gap

The screen looks a bit too busy to me. The design of the cards isn't clear to the background. The information bubbles look like buttons to me.

— Duy Anh, 28 years old

(09)

Adjustments following the test

Richer profiles

Added key details to each profile and moved reviews higher, where users look first

Clearer path

Added a second way to reach “Choose your therapist” straight from the first screen

Easier to scan

Moved Support to the top of the screen to be stickier, it also served as an intro before the therapist list

Clearer layout

Redesigned the profile cards so key information is easier to scan and compare

(10)

Final
Prototype

After several improvements, here's the final solution !

(11)

Conclusion

This project showed me that choosing a therapist is as much an emotional decision as a practical one. By giving members richer profiles, reviews, better filters and a live assistant when they feel unsure, the design turns a hesitant choice into a guided one. Usability testing helped me refine the flow, and the next step would be to measure its impact on drop-off, booking rate and confidence in the choice.