Self-help
Client
Samaritans
Problem
The challenge was centred around their self-help app, a critical resource offering relaxation techniques to users during moments of high stress or vulnerability, aimed at reducing anxiety and preventing thoughts of suicide or self-harm. Despite its potential life-saving benefits, the app's impactful tools were buried behind multiple layers of logins and signup processes, significantly hindering access precisely when users needed support the most. Additionally, the app failed to cater to users with visual impairments or other disabilities, further limiting its accessibility and effectiveness. The project's objective was to dramatically simplify access to the app, enhance its accessibility for all users, and streamline the process of utilising the relaxation techniques, ensuring that users could receive immediate aid in critical moments without unnecessary barriers.
Research
Working closely with the Samaritans' product owner, we started by conducting user interviews and a thorough review to understand the user experience better. We identified key areas where users faced difficulties. With these insights, we worked together to design a solution, creating initial designs (wireframes) to test with users. This collaborative effort led to a refined approach, aiming to improve the Samaritans' self-help app to better meet user needs.
Key challenges
During the project we faced a handful of key challenges.
Sensitivity
Given the sensitive support offered by the app, we carefully tailored our approach and language when conducting user interviews, ensuring empathy and understanding were at the forefront of our interactions.
Stakeholders vs Users
Navigating the delicate balance between user needs and stakeholder desires, we prioritised advocating for what users truly needed, ensuring their requirements were at the heart of our decision-making process.
Change
We focused on refining the user journey to be intuitive, guiding users smoothly through changes and ensuring they felt supported every step of the way.
Time
Despite the tight timeline and limited budget, we remained committed to delivering quality work, efficiently managing our resources to ensure the project's success.
Solution
Through extensive research, wireframing, and prototyping, we were able to refine our solution and test it with users, successfully bringing the relaxation techniques to the forefront of the app, beyond the initial login barriers. We strategically positioned sign-up and login prompts at the end of a technique journey, offering users the option to save their progress without making it a prerequisite. This approach effectively removed obstacles, enabling users to access support quickly and efficiently.