Turn2Me is an Irish mental health charity that delivers professional counselling services online. The Turn2Me app is a web-based application in which users can apply for free counselling, join support groups, and also benefit from day-to-day peer support in a moderated feed of public thoughts. Through its innovative “Thought Catcher” feature users are able to seek and provide one another support by commenting, reacting, and flagging unsafe content for review.
Due to the growth in numbers of users specifically on mobile and as part of the project of rebuilding the entire application, we were asked to redesign and improve the app user experience at key points in the user journey.
By focusing on pain-points from the project personas and growing numbers of counselling and support groups slots, I created wireframes flows and low-fidelity prototypes of the application. Moments such as the user registration and onboarding, the process of posting thoughts, joining support groups, applying for free counselling, and completing a donation in the system were modelled with a mobile-first delivery in mind.
Following usability testing and validation with the project’s stakeholders, the project moved into development and can now be accessed via the Turn2Me website. As of January 2021 the new version of the app has helped over 35,000 people in Ireland and abroad.