The theme of this year's World Usability Design Challenge, "Designing for a Better World," deeply resonated with me. Although I graduated from Politecnico di Milano with a Master’s in Urban Planning and Policy Design, my career has always been in the UX design field. Throughout my academic and professional journey, I have consistently focused on creating human-centered spaces. My thesis, titled “Improving User Experience in Urban Design using Visual Simulation” delved into the fusion of urban design and user experience, exploring the application of UX principles in urban planning to develop spaces that truly cater to their users. Under the guidance of my supervisor, Professor Barbara E.A. Piga, we utilized AI for real-world surveys to offer designers practical insights for reshaping urban environments.
Considering a 3 week deadline, challenge accepted!
However, when I saw this year’s theme, I felt compelled to reconsider my priorities. We live in a modern world where bad news bombards us daily, bringing nothing but anxiety and stress. Post-COVID, people endlessly scroll through social media, consuming vast amounts of information at a speed our brains struggle to digest. This constant hunger for more—more scrolling, more news, more stimulation—has left us addicted and, paradoxically, more anxious when we try to disconnect. In this world, where AI processes information at unprecedented speeds, humans must also adapt quickly. Yet, the psychological toll of this rapid consumption is evident in our growing mental health challenges.
News agencies, using sophisticated psychology, craft their content to captivate and sometimes manipulate their audiences. Even if we avoid the news, the impact of global conflicts, economic crises, and social unrest infiltrates our lives. We see the effects in our communities, in our friends and loved ones. You may know, a friend who laughs with us may have family in danger in another country, unable to escape the worry that consumes them. This is the reality we face everyday...
design process
I adapted the Double Diamond design model to suit the specific needs of this case study, allowing for iterative refinement throughout the process. This model served as the foundation for my approach.
problem brainstorming
When I thought about what it truly means to design for a better world, I realized that the most urgent need isn't just better public spaces, but better mental well-being. Many of my friends, both local and immigrants, suffer from depression and anxiety yet cannot access the treatment they need. High costs, lack of insurance coverage, and financial priorities focused on basic survival make mental health care inaccessible to many.This is where I see the potential to make a real impact. By creating a social platform that provides accessible, affordable therapy, we can address a critical gap in mental health care and, in doing so, contribute to a more peaceful, inclusive world. Designing for a better world means not just creating spaces, but also creating opportunities for healing and mental well-being.
Statistics
I began by researching the scale of this problem to understand how this can bring us a better world. My findings revealed that this is indeed a significant issue worldwide. In fact, it was a good reason for me to consider this problem and decide to tackle it.
The global problem of mental health 1
792 million
people living with mental or behavioral disorder
178 million
were drug or alcohol dependent
20 million
diagnosed with schizophrenia
264 million
suffered from depression
Reasons for not receiving mental health services despite an unmet need between adults age 18 or older 2
38%
Could not afford the cost
21 %
Did not know where to go for services
20 %
Health insurance does not cover or pay enough
11%
Negative opinions
6 %
No transportation or inconvenient
[1] uniteforsight
[2] Peggy Christidis, Luona Lin, and Karen Stamm, “An unmet need for mental health services,” Monitor on Psychology 49 (4) (2018): 19,
Survey
To better understand users and guide my design process, I used google forms to create a survey based on the statistics and assumptions I had gathered. It was designed to be conditional, so participants only answered relevant questions, helping to keep the responses accurate and avoid making participants tired.
Survey Result
I shared the survey with various groups and received responses from 11 participants. Here are the detailed results and analysis based on their feedback. Questions with no respond, skipped here.
According to the result and random sharing the survey which means could be involved any age group. User base is predominantly young, employed adults, which aligns well with the target demographic for an online mental health platform.
There is a strong belief in the effectiveness of mental health treatment among the target audience, but a small portion remains unsure. This highlights the need for the platform to educate and build trust in mental health services, especially for those who are hesitant.
While in-person therapy is still the dominant form of access, a significant portion of users have used or are open to online platforms. This supports the idea of creating an accessible online therapy platform, especially for those who might face barriers to in-person therapy.
While in-person therapy is still the dominant form of access, a significant portion of users have used or are open to online platforms. This supports the idea of creating an accessible online therapy platform, especially for those who might face barriers to in-person therapy.
Cost is a significant barrier. The platform should focus on affordability and possibly offer tiered pricing or financial aid options. Additionally, ensuring that services are available and accessible in different regions will address the issue of service availability.
survey findings
I analyzed the survey result what showed an interesting findings regarding the subject. This leaded to build better foundations for the primary research phase.
81.8%
Believe in the effectiveness of therapy
72.7%
Tried mental health
62.5%
Were satisfied
Mind map
Building on the statistics and survey results, I used mind maps to dive deeper into the core problem of untreated mental health issues. This tool allowed me to explore various factors that contribute to the problem, such as financial barriers, lack of knowledge, and cultural challenges. The mind map also helped me identify potential solutions, like increasing awareness and providing access to volunteer therapists. By visually organizing these elements, I gained a clearer understanding of the complex web of challenges and opportunities, setting the stage for more targeted design solutions.
Interview
After organizing my thoughts with a mind map, I moved on in primary research by conducting an interview. I reached out to my friend Marzi, a psychologist working in a clinic in Isfahan, Iran, to discuss my ideas and the problem. Our conversation provided valuable insights from a professional perspective. Here are some parts of my interview.
Tell me about some barriers you face in your work.
We usually have people with good financial situations as the clinic fee is high, but even they aren't sure how much is reasonable to pay for therapy specially during first sessions. However, after they see the result, they are more likely to pay. In this clinic, my friends and I have a lot of patients who cannot afford clinic fees, so we also have some free patients discussing their problems outside the clinic. I have colleagues who have a lot of patients living outside of Iran and they cannot meet a foreign therapist due to the language and cultural barriers.
How do people feel after having a session with you?
It usually takes them some time to believe us and their problems. The pain in physical problems is a different story as you can feel it easily.
Is volunteering something you would like to do?
Yes, nearly all of us here in this clinic do it because they know about the stories each person has in their lives and we are the ones who can help them, but they don't know it.
Is volunteering something you enjoy doing frequently?
Actually it is what I do :D but I like it because I get to interact with a wide variety of people, not just those in our clinic who come from the same social strata.
How can we encourage people to think about their mental health?
Once our patients see the positive results in their lives, they usually refer their friends and families to us as well.
Focus Group
After my interview with Marzi, it's clear that our users fall into two distinct categories: Therapists and Counselors, who are trained professionals dedicated to helping others, and Patients or Clients, who are seeking support from these experts. To foster a deeper understanding and empathy for both groups, I've developed two personas.In order to make a comfortable space between these two groups and to have empathy with them, I named them Assistant & Partner.
ALYSSA
Assistant
31 | Hamburg | Therapists
3 days free
I feel that my job is more than just a job to me. While I love to help my patients as much as I can, sometimes I feel people come to me late.
Bio
Alyssa is a therapist who loves her job and is always searching for ways to help others. During the week, she works for free in a clinic one day a week. She believes that psychologists in our era have an important responsibility since our new world is full of anxiety and mental problems, yet people do not believe they should give as much attention to their mental health as they do to their physical health.
Motivations
Increasing mental health awareness.
Help people who are unable to afford expensive treatment.
Help people who are not convinced that therapy can make a difference.
Frustration
Many people begin therapy late.
People are too lazy to start treatment for the first time.
Even with insurance, people cannot afford it.
The reason why people don't enjoy paying for therapists is that they don't believe it will help them.
SIA
Partner
34 | Milan | Cashier
on weekends free
I feel lonely and my daily routine is exhausting. There is no goal or achievement in my life. I can't sleep well because I fall asleep late at night and wake up early in the morning.
Bio
Sia works as a cashier in a large supermarket. Working there is stressful and tiring. Sia's work consists of the same activities every day and every hour, and he feels this repetition is not productive for him. He has health insurance, but it doesn't cover psychological treatment. He also feels that such a salary is not reasonable to pay for therapy.
Motivations
Believe that there is a way to help him feel better.
He does not have a problem sharing his situation with others.
He enjoys trying new things.
Since he reads psychological articles on Medium, he has no shame about visiting them.
Frustration
He has depression and anxiety, but does nothing about it or receives treatment.
The cost of seeing a therapist on a weekly basis is too much for him.
He believes he can manage it by himself.
5Ws
Based on the insights gathered during the discovery phase, particularly concerning our target users and their needs, I utilized the 5Ws framework to refine and adjust the problem. This approach helped clarify and address the core issues more effectively.
WHO
People with mental health problems
What
Do not receive the mental health treatment
Where
In all countries around the world
When
They can not afford the costs
Why
Based on statistics there is a large number of people who living with mental health problems
Problem Statement
The majority of individuals experiencing mental health issues do not have access to the necessary treatment. Barriers such as the high cost of care, lack of insurance coverage for mental health services, and limited access to qualified professionals make it difficult for individuals worldwide to obtain the necessary support. 1
[1] americanprogress, Mental Health Care Was Severely Inequitable, Then Came the Coronavirus Crisis, 2020
HMW
I created "How Might We" HMW to the purpose of having a clear idea of what I have to look for in next steps after primary researches and problem statement, also I can use it as a base for brainstorming solutions later.
Problem
Therapy is not affordable for most people.
HMW
How might we offer therapy to those who cannot afford it?
Problem
Paying for therapy is not considered reasonable by some people.
HMW
How might we convince them that they need it to maintain their mental health?
Problem
There are many people unaware of where to go for mental health services, or too lazy to go.
HMW
How might we provide mental health services that are accessible to all?
Competitive Analysis
I researched key competitors in the digital mental health space, including eTherapyPro, CIMHS, and 7 Cups. To streamline the process, I used a focused SWOT analysis, examining only strengths and weaknesses. This approach allowed me to quickly identify the key differentiators and areas where our solution can stand out.
etherapypro
cimhs
7 cups
Strengths
Choose the right therapist using a questionnaire
Totally online
Possible to have chat, video or phone call
Choose the right therapist using a depression test
Totally online
Giving helpful techniques using worksheet
24/7, free access to volunteer listeners
Q&A community
Weaknesses
Only free for 3 days
Not open to all therapist to join
Can not choose therapist by yourself
Only free for 8 session
Specifically for depreciation
Can not choose therapist by yourself
Online expert therapy is not free
Can not choose therapist by yourself
Brainstorming
To facilitate my brainstorming, I incorporated sticky notes with ideas derived from HMW analysis. This method allowed me to visually organize and prioritize key insights, making it easier to identify and explore potential solutions. By breaking down complex challenges into manageable pieces, I created a dynamic environment that fosters creativity and encourages diverse perspectives.
Business Model
Based on my competitive research, I recognized the need for a solid business plan to ensure that the platform remains free for all users. To achieve this, it was crucial to develop a strategy that supports the sustainability of the product while keeping it accessible to patients at no cost. The primary focus of the business model is on the website, rather than a mobile app. This approach ensures that users remain engaged and focused during their therapy sessions, rather than using the platform on the go. However, I am considering the addition of mobile channels in the future to enhance accessibility and meet evolving user needs.
User Story
Creating user stories based on personas and problem statements greatly enhanced my ability to achieve the goal and identify effective solutions. By mapping out detailed scenarios and interactions for each persona, I gained a deeper understanding of their needs and challenges. This approach allowed me to develop targeted solutions that address specific pain points, ensuring that the final product aligns closely with user expectations and requirements.
User Value
In developing the business model, I identified the need to emphasize user value more significantly. By focusing on attracting Assistant user type to the platform, I can also clarify and enhance the channels for growing the Partner user base, ensuring a balanced and effective expansion strategy.
Affinity Map
Creating user stories based on personas and problem statements greatly enhanced my ability to achieve the goal and identify effective solutions. By mapping out detailed scenarios and interactions for each persona, I gained a deeper understanding of their needs and challenges. This approach allowed me to develop targeted solutions that address specific pain points, ensuring that the final product aligns closely with user expectations and requirements.
Scenario Development
Before diving into the detailed design, I wanted to ensure that the solutions would resonate with the real-life experiences of the users. I crafted scenarios based on the personas, imagining how they might interact with the product in their daily lives. These scenarios helped me to foresee potential challenges and opportunities, ensuring that every design decision is firmly rooted in the user's world. By doing this, I could create a more intuitive and empathetic experience that aligns perfectly with their needs and expectations.
Scenario 1: Alyssa
Alyssa learns about a new platform called "Therapyeer," designed to connect therapists with individuals seeking mental health support, particularly those who face barriers such as cost, cultural differences, or skepticism about therapy. Intrigued by the platform's mission, Alyssa signs up as a volunteer therapist.
Touchpoints
- Onboarding Process: Alyssa finds the onboarding process intuitive and appreciates that the platform verifies her credentials efficiently. Alyssa complete her profile, adds her availabilities, areas to cover, etc. - Request from Clients: Alyssa got request from Sia, a user who has expressed interest in therapy but has never tried it due to cost concerns and skepticism.
- Therapy Sessions: The platform allows Alyssa to accept the session request or re-schedule flexible sessions with Sia, who can choose between video calls, chats, or in-person meetings, depending on his comfort level.
- Feedback Loop: After a few sessions, Alyssa receives feedback through the platform, which helps her understand Sia’s progress and areas where he might need more support.
Opportunities
- Alyssa can help people who may not have thought about therapy before.
- The platform lets Alyssa offer her volunteer services in an organized way, for free, which matches her goal of making mental health care easy to reach.
Outcomes
- Alyssa feels fulfilled, knowing she’s making a difference in people’s lives who otherwise wouldn’t have access to therapy.
- The platform provides Alyssa with tools and resources to better understand her clients' needs, making her more effective in her practice.
Scenario 2: Sia
Sia comes across an ad for "Therapyeer" on social media, offering budget-friendly and culturally aware therapy choices. Feeling doubtful but intrigued, Sia decides to check out the platform.
Touchpoints
Sign-Up Process:: Sia appreciates the platform's simple sign-up process and is reassured by its confidentiality features. Choosing a Therapist: Sia finds Alyssa, a therapist who understands the challenges faced by people in his demographic. He feels comfortable choosing her because the platform offers detailed profiles and user reviews. First Session: Sia choose a date suitable for him on Alyssa’s availability calendar as his first step. Alyssa’s approach makes him feel heard and understood, and he begins to open up about his struggles. Follow-Up: The platform sends Sia reminders and self-help resources between sessions, which help him stay engaged and make gradual progress.
Opportunities
- Sia finds a free, accessible way to explore therapy without the initial commitment of in-person sessions.
- The platform’s flexibility allows Sia to fit therapy into his busy schedule, reducing the stress of attending sessions. Cancellation is available with pre-notice to the therapist.
Outcomes
- Alyssa feels fulfilled, knowing she’s making a difference in people’s lives who otherwise wouldn’t have access to therapy.
- The platform provides Alyssa with tools and resources to better understand her clients' needs, making her more effective in her practice.
Information Architecture
With a clear understanding of the goal, I proceeded to develop the information architecture. This process involved structuring all pages of the platform and iterating on the design to ensure nothing was overlooked. It helped me refine the organization and flow of content, ensuring a logical and user-friendly experience.
User Flow
I decided to focus on the website version of the "Request a Session" flow because it was a critical flow of the user experience and aligned with the primary goal of the project. By prioritizing this flow, I could ensure that a key feature was fully developed and refined, leading to a comprehensive and functional prototype. This approach allowed me to address the most crucial aspects of the user journey effectively.
Sketches
In my view, the two most critical pages in the "Request a Session" flow were "Find an Assistant" and "Assist Profile". These pages are pivotal as they enable users to search for and select an assistant. The main potential improvements and areas to focus that I got from the research phase, survey and analysis. I began by sketching various solutions to explore different design options. To refine these sketches, I employed the Role Play technique using my user personas, which helped me evaluate and choose the most effective design.
Mood Board
Effective branding is key to promoting the product and encouraging users to return to the platform. In this project, I aimed to create a sense of trust and calm as users navigate the menus. To achieve this, I incorporated curved shapes and a color palette of green and blue, which evoke tranquility and reliability. I also selected sharp fonts to convey the platform's strength and capability. The mood board was instrumental in guiding these design choices and helped me quickly develop a simple, effective logo for the idea as well.
Design System
To develop a high-fidelity prototype for the "Request a Session" flow, I needed to create a user interface. Given the deadline, I established a basic design system that enabled me to efficiently test and iterate on the UI. This approach allowed for consistency in design while ensuring that I could quickly refine the prototype.
From Sketch to UI
Having all requirements ready, it was the time for starting to craft some interfaces. Every single steps I've done now was my hand to craft the actual interface. Thanks to Figma Variables and Auto-Layout I could quickly have changes in my designs and see the result.
Prototype
I started to develop a high-fidelity prototype for the "Request a Session" flow, Given the deadline, a basic design system establishment, enabled me to efficiently test and iterate on the UI. This approach allowed for consistency in design while ensuring that I could quickly refine the prototype.
Accessibility was a key consideration in developing the design system for the selected flow. Considering, Web Content Accessibility Guidelines (WCAG), I prepared different states for buttons, including Hover, Pressed, Disabled and Focused to ensure that users can easily navigate and interact with the interface, especially using both mouse and keyboard. Sharp fonts were selected for their readability, paired with suitable styles to enhance text clarity across the platform.
Additionally, I prioritized color contrast to make sure that all text and UI elements are easily legible, even for users with visual impairments. These design choices not only improve accessibility but also contribute to a more inclusive and user-friendly experience.
Usability test
With the prototype in hand, I aimed to ensure the design was not only visually appealing but also intuitive and user-friendly. Usability testing was the next crucial step to validate these assumptions.I conducted a moderated usability test with two users. The scenarios and tasks were carefully prepared, focusing on Scenario 2 from the "Scenario Development" step and aligned with my "Partner" user persona type needs.
Scenario
Sign in to the Therapyeer website, find a suitable therapist for anxiety, and schedule a session with them on December 10th at 5 PM.
Observations
- Both users successfully signed in and found suitable therapists without any issues.
- Both users easily located the "Request Session" button.
- User #1 had no issues with scheduling but felt uncomfortable and made an extra click after selecting the day and hour.
- User #2 made an extra click while selecting the day and hour and looked for a "Next" button.
Iteration
Following the usability test, I identified a few key areas that needed refinement based on user observations. Iteration was necessary to ensure the design met user expectations and provided a smoother experience.
I added a "Next" button after the day selection, replacing the automatic transition that previously occurred with a delay. This change allows users to move to the next step at their own pace, reducing the risk of misclicks and eliminating the need to navigate back and forth to correct mistakes.
Conclusion & Insights
Throughout this journey, the goal was to create a platform that truly connects users with mental health professionals in a way that is intuitive, accessible, and user-centered. By applying the Double Diamond design process, conducting thorough research, and iterating based on real user feedback, I’ve taken meaningful steps toward a solution that can help make mental health care more accessible and effective for everyone.
User-Centered Design is Crucial: Understanding the needs and frustrations of both therapists and those seeking help was essential in crafting a platform that resonates with users.
Simplicity is Key: The usability testing highlighted the importance of straightforward, intuitive design, particularly in high-stress contexts like mental health care.
Continuous Iteration Enhances Experience: Small but focused iterations, such as improving the scheduling flow, can significantly improve user satisfaction and reduce friction in the user experience.
The next step!
This project is just the beginning. The next steps will involve further testing, refining the platform, and expanding its features based on ongoing user feedback. The ultimate goal is to provide a tool that not only facilitates access to mental health care but also empowers users to take control of their mental well-being in a supportive, user-friendly environment.
