Finding a therapist can be hard and many factors come into play when deciding if they're the right fit. Heard, a mental health start-up is trying to simplify the process by doing all the grunt work for you. The idea is simple — people fill out a short survey with questions related to their mental health and Heard uses those answers to connect people with therapists that match their preferences. The success of this relied on people completing an onboarding survey. Heard brought me on to improve their onboarding so users were more likely to complete the process and find a perfect match.
Project overview
I led the redesign of the onboarding experience while collaborating with the founders and developer to make sure the business goals aligned with the customer goals. Our primary goal with this project was to launch a new survey so users could easily get matched with a therapist. In addition to that were higher-level goals for the business — increase user retention, consolidate onboarding into a streamlined experience, enable users to choose the correct path, and help users to understand what we were asking of them.