Omnichannel Launch for Improved Outcomes in Mental Healthcare

The primary challenge for Intero Psychedelic was to design a user experience that not only facilitates the unique and sensitive process of psychedelic-assisted therapy but also integrates a multi-phase content strategy to educate and engage their audience in the evolving landscape of psychedelic medicine. This required a nuanced understanding of patient needs, regulatory considerations, and the ability to effectively communicate complex medical concepts to a diverse audience, all while ensuring the digital platform was intuitive, secure, and supportive of patients' journeys through treatment.

Based on the insights from our SME interviews, I was curious how we could replicate the sensitivity and trust of the coaches, while leveraging the anonymity of the AI to mitigate the shame, fear, or discouragement people may have as a barrier to saving. Beyond just setting up the function, I was curious how we could provide successful encouragement to use behavioral science to 'nudge' them back on the path, similar to how gamification encourage streaks.

Incorporating service design and UX/UI design principles, my approach to enhancing patient care involved a multifaceted research strategy. Through interviews with intake call center staff, secondary research, competitive analysis, and a comprehensive literature review, alongside mixed methods research, I gained a deep understanding of patient needs and industry standards. This rich insight informed the development of detailed guides that systematically prepared patients for the psychological, physical, and financial aspects of their treatment. The guides significantly improved patient readiness, leading to lower dropout rates and heightened treatment efficacy, as evidenced by positive patient feedback. This project highlighted the value of integrating extensive research with service and UX/UI design to make a meaningful impact in healthcare.

The problem I addressed was the lack of segmentation differentiation, which hindered our ability to effectively engage with diverse demographic groups in the context of psychedelic-assisted therapy. By conducting mixed methods research, I was able to identify and understand the distinct preferences and behaviors of different generational cohorts in terms of social media use and healthcare shopping. This understanding informed the creation of a tailored content and social media guide, as well as targeted digital marketing campaigns. The solution led to a significant outcome: a 10% month-over-month growth in conversations and referrals, demonstrating the importance and impact of customized engagement strategies in healthcare marketing.

The problem I tackled was the challenge of accessibility in both digital and physical spaces within the realm of psychedelic-assisted therapy. To address this, I incorporated WCAG 2.1 AA standards into our Style Guide and UX/UI design to enhance digital accessibility. Concurrently, I collaborated with the design-build team to optimize the physical space's layout and furniture arrangement, ensuring inclusivity and improved usability for seniors, large-bodied individuals, and those with various physical disabilities. Examples of these improvements include the installation of wider doorways and adjustable seating to accommodate diverse needs, thereby fostering a more welcoming and accessible environment for all patients.

Despite encountering challenges, such as fragmented leadership and slower decision-making processes within the franchised care facility, we still managed to secure significant outcomes, including increased conversions, improved usability, and accessibility, leading to business growth. Reflecting on this experience, I recognize the need for a more cohesive approach to communication and decision-making in future projects. Additionally, broadening our iterative testing to encompass a wider user base would allow us to more effectively fine-tune our solutions, ensuring they meet the diverse needs of our users. These steps would not only address the challenges we faced but also build upon the successful outcomes we achieved, further amplifying our impact.