Health care
C2C
Mobile App
Create big impact on the emotional development of many people.
Project Overview
In Indonesia, mental health is still considered taboo. Visiting a psychologist is often stigmatized, with many people associating it with being 'crazy.' This stigma discourages individuals from seeking help or sharing their struggles.
Our goal is to create a safe space where people can support each other without fear of judgment or stigma.
Impact
We not only help people share their stories and release the problems they’ve been holding inside, but we also raise awareness about the importance of listening skills. After all, anyone can become a good Listener.
Stackholder Key of Point
When I joined the Listens team, they already had a complete start-to-end product journey, including a high-fidelity design. My stakeholders asked me to review the entire flow and walked me through key points about their goals and expectations for the product.
They wanted the login/signup process to be simpler and more efficient, which is why they decided to use a barcode-based login.
They strongly emphasized that all user profiles must remain anonymous due to a key pain point they discovered—many users feel uncomfortable or hesitant when visiting a psychiatrist.
They also want all features to be as cost-efficient as possible.
Product Research
While conducting market research on competitors, I noticed that Listens takes a different approach compared to other mental health apps. Competitors like Riliv, MentalHealing, and MenjadiManusia primarily focus on selling their services, whereas Listens is more centered on building and nurturing a supportive community.
Riliv
Login / Signup
Using Email or Phone Number
Main Feature
Konseling (Online)
Journal
Meditation guide
MentalHealing
Main Feature
Konseling Individual (Online using WA)
Mentalhealing for Business
Mentalhealing for education
Menjadimanusia
Login / Singup
Using email
Main Feature
Konseling Online & Offline
Design Output & Breakdown
Login Process
To log in, users need to scan a barcode they received during registration. This is a completely new approach, which might confuse users and increase the risk of drop-offs during the login process. However, from a different perspective, it's a unique and seamless way to access the platform making login as simple as scanning a barcode.
New Login Process Suggestion
After breaking down the process and conducting competitor research, I decided to propose an alternative solution to simplify the login experience and reduce potential drop offs. By incorporating email login, we not only make the process more intuitive for users but also gain valuable user data. This allows us to leverage email for business and marketing purposes, enhancing engagement and retention.
Design System
I also developed a design system and design guidelines in collaboration with the marketing team to ensure consistency across products and platforms. Additionally, I experimented with something new creating a copy system alongside the design system. The goal of this was to streamline the design process, improve scalability, and maintain a cohesive brand voice throughout the product.
High Fidelity Design
User Testing A/B Testing
Testing Methodhe
We conducted A/B testing with seven participants selected from our survey.
The goal was to evaluate user awareness, familiarity, and comprehension of the design.
We created the prototype using Figma and conducted the testing sessions online via Zoom.
Each session lasted between 25 to 30 minutes.
The testing scenario covered key user journeys, including Login/Register, Homepage navigation, and Activity Request.
Results
We found that most users are aware of and comfortable with the new design concept. However, there are still some issues to address. User satisfaction scores improved from 6/10 (previous design) to 8/10 (new design).
One of the main issues in the new design is the lack of clarity around chips or badges. Many users found them confusing and didn’t fully understand their meaning, which impacted their overall experience.
Key Takeaway
Clearly explain information to users don’t rely on badges or unnecessary logos to simplify content. Most users won’t immediately understand their meaning, which can lead to confusion.
Use clear and concise copywriting that’s easy for users to understand. Avoid jargon or overly technical terms that might create friction in the user experience.
Prioritize important information first, especially in multi step processes. This helps users understand what’s needed at each stage without feeling overwhelmed.
Maintain consistency in user flows. Using similar processes across the product reduces confusion and minimizes drop off rates, making interactions feel more intuitive.
Other Activity at Listens
Be the only Product Designer on this project
Being the sole product designer isn’t easy. I carry a lot of responsibility to ensure the product meets our goals and objectives, while also handling additional tasks like creating PRDs, testing the app, and more.
From vendor to In house Development
Collaborating with others can be challenging, especially when they’re not fully dedicated to the project, like external vendors. We have to create multiple plans and methods to ensure clear communication and avoid misunderstandings.
Understanding the product with information architecture
Building a robust information architecture allows us to create a strong foundation for a user-centric, efficient, and scalable product.
Be active communicate with other team
To create the best user experience, we must ensure that all processes related to requirements, design, and development are well-coordinated and executed seamlessly.
Focus on our goals
It's great that we have many ideas, but we must also consider whether it is really user needs or if they are simply nice-to-have features?
