Click to enlarge image
In order to better understand the problem and users, we interviewed Actually’s Co-founder and therapist
• A lot of stigma around the therapy
• Fun activities help clients to open up to consultation sessions
• Our current users are “the modern couple”
• The majority of users are coming from our social media
Click to enlarge image
We reached out to 34 people aged between 18 to 55 years old in our screener survey to learn more about their attitude towards couple counseling.
• 64.7% think couple counseling is a good idea
• 8.8% of respondents have ever attended couples therapy
• There is a need for couple therapy
• A lot of stigma around the therapy
Click to enlarge image
We Found 8 companies in this market and compared their website's features to Actually.
• Quiz to get user attention and have an ice breaker
• How it works section
• Step by step description of sign up process
Click to enlarge image
In order to improve the user experience holistically from social media to website onboarding, we conducted 9 usability tests on the existing website to find the pain points of onboarding and find out why people are having a hard time booking services.
• Users get overwhelmed with information
• Onboarding is not clear for the users
• There is no call to action button on the hero section
• Hero section is not informative
• Users don’t trust the testimonials since there is no image
Click to enlarge image
We conducted 9 interviews with millennials within the age range of 23-37 years old. 4 out of 9 have attended couples therapy.
• There is still a lot of stigma around the mental health topic, and doing therapy, especially among men
• They don’t know who to reach in order to set a therapy session
• Users have a hard time opening up to consultation sessions.
We created an affinity map using our interview quotes to analyze the interview results and identify pain points.
• People love to take fun engaging couples activities like quizzes
• Communication is key. They want to share their thoughts
• People want to know more about their partner
• Quizzes are a great starting point for conversation
We defined our personas based on our findings from interviews with stakeholders, therapists, and users. We created 3 personas that reflect 3 main categories.
• Modern couples that use social media
• Couples that planing get married
• Recent graduates and young professionals
Click to enlarge image
We mapped our user's experience journey as they went through Acutally's website and tried to set up a consulting session with a therapist. This map is based on our user testing of the existing website.
Based on the interview we had with the therapist, we found that the quiz should:
• Light, fun and exciting
• Great ice-breakers
• Talk about positive emotions
• Gender neutral
Click to enlarge image
To better understand what steps users need to take in order to start the quiz and get the result, we made a user flow.
Click to enlarge image
Every team member draws preliminary sketches of the steps that users take in the quiz. We select the best ideas and iterate on them.
Transferring our sketches to wireframes in Figma
We create a style guide based on Actually’s branding guideline to have a cohesive design. We use the Neue Montreal typeface, and their color palette since those are part of the brand guide. However, we added two colors to the palette to make it gender-neutral as our research required.
Click to enlarge image
We iterate our design based on our usability test
Click to enlarge image
1. Ad post on Instagram
To gain more followers and encourage users to take the quiz
2. Short and engaging quiz
To keep users engaged to stay on the quiz
3. Green flag question
Positive emotion question
4. Two types of questions, four possible answers
Four possible answer max for an accurate result
5. Promo code
To excite users to take book a service with Actually's therapist
6. Gender-neutral quiz
To cover all types of users
7. Shareable result page
Users can share the result with partner and friends
8. Clickable link to Actually's website
Bring users to Actually’s website
Click to enlarge image
1. Sign up process
Clarify the steps users need to take to sign up
2. Progress bar
Show the current status of sign-up process
3. Packages
Let user select the preferred packages
4. Goal
Let the therapist know the reason for the sign-up
5. Review & checkout
Clarify charges before payment
6. Confirmation
To inform users that they are done with the sign-up process
It was an absolute pleasure working with The Actually. Finding the middle ground between the client and the user's needs was challenging. Also, understanding what type of questions should use this type of quiz was difficult. However, interviewing with a therapist helps us to resolve that. Overall it was a fantastic experience to work with a great team to solve client problems with a creative design and reach both the users' and the business goals.
“Al was great and we appreciated his ability to intensely focus on the problem and take a detailed, research-informed, and conversion-optimized approach to design based on both intuition and extensive user testing. ”
