Objective

Mindoula® is a behavioral health management company that supports individuals with complex behavioral, medical, and social needs. Leveraging technology to “scale the human connection,” they provide 24/7 support via a HIPAA-compliant app that enables real-time communication between members and Care Managers.

As part of my graduate thesis at MICA, I collaborated with Mindoula to reimagine and redesign their existing mobile app. The objective was to apply best practices in human-centered design to improve the user experience for their internal care teams, particularly Care Managers and Care Extenders, who rely on the app for timely member engagement.

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The Challenge

Due to HIPAA compliance restrictions, I was unable to conduct direct research or usability testing with patients. As a result, all testing had to be conducted with internal staff and care professionals. Compounding the challenge, the existing app had been built primarily based on internal input, without fully understanding the end-user experience, leading to a disconnect between the platform’s features and the realities of user needs.

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Design Solution

Using human-centered design methodology, I applied a comprehensive UX process:
 

• Stakeholder Interviews: Conducted sessions with internal Care Managers to uncover pain points.
   

• Heuristic Evaluation: Performed a critical review of the existing app to assess usability gaps.
   

• Persona Development: Defined core user personas to reflect the diverse needs of care team members.
   

• User Journey Mapping: Illustrated daily workflows to identify feature priorities and interaction needs.
   

• Wireframing & Prototyping: Designed and iterated wireframes into clickable prototypes.
   

• Usability Testing: Tested features with internal users and incorporated feedback for improved usability.
   

• Recommendations: Presented key insights and next steps to the client.

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Results

The research surfaced major disconnects between the existing app and the workflows of its users. Developing clear personas and mapping user journeys helped the client recognize the importance of designing with users, not just for them. It shifted internal thinking, revealing how little the team had truly understood about their users’ needs. The final prototype significantly improved task flows for scheduling, sending assessments, and real-time communication. Based on user testing feedback, Care Managers expressed enthusiasm about the ease of use and the potential time-saving features. One remarked, “This is what we’ve needed—this would actually make my day smoother.” This project not only delivered a polished prototype but also served as an internal learning moment, helping the client understand the role of UX strategy in product success.

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