Heard Mental Health
Helping therapists manage their private practice by designing a new bookkeeping & communication flow for therapists and bookkeepers
The Challenge
Heard Mental Health hired me to redesign a core interaction flow as part of their B2C web app, which was at the time being underutilized by their customer base.
The project would improve the communication process between therapists and their bookkeepers, and help the company pivot from a service business to a SaaS platform, by increasing overall engagement with existing features.
Over the course of 2 months, I worked directly with Heard’s Co-Founder, Victoria Li who was the primary product owner and lead developer on the project.
Design System
Heard hired me to redesign a core interaction flow as part of their B2C web app, which was at the time being underutilized by their customer base.
The project would improve the communication process between therapists and their bookkeepers, and help the company pivot from a service business to a SaaS platform, by increasing overall engagement with new and existing features.
Over the course of 2 months, I worked directly with Heard’s Co-Founder who was the primary product owner and lead developer on the project.
Wireframes
After talking with the Founders about their goals to automate parts of the onboarding process, I realized that the real challenge would lie in being able to replicate the personal and humanized approach to bookkeeping that had brought users to their door in the first place.
We needed a solution that was personal and relational whilst still scalable from a business standpoint.
I iterated on several versions of the interface before landing on a design that our test users could rally behind.
Core Interaction
With the focus of the project being to improve communication between therapists and bookkeepers, I realized that a big part of that was on the bookkeeper side.
Bookkeepers needed the ability to requests answers to certain transactions, request documents or additional info from customers, in order to successfully categorize transactions and complete the bookkeeping process. This was a make-or-break product requirement.
Like any project, I first look for inspiration from existing products/services that have tackled similar issues. In this case, Airtable stood out with their user-friendly labelling system.
I started to experimented with a table for uncategorised transactions that would have editable fields.
Final Design
Ultimately, what was important here was to strike the right balance between giving users enough control to feel encouraged with bookkeeping, but not so much so that they would feel overwhelmed by the process and take over the role of the bookkeeper.
