Case Study - Hopscotch

I ran continuous research efforts with Agile UX related to the features the team was delivering at the time. I performed qualitative research methods like card sorts, interviews, contextual inquiries, prototype tests, surveys, click tests, and others depending on the problem being solved. I ran research methods using Lean UX, one-week sprints with iterative results that fed product decisions.  I performed usability testing on features to vet upcoming releases. I used analytics platforms like Mixpanel to measure interactions on our web experiences to pair with live testing and solve usability problems for our experiences.

The team was in charge of delivering features for the marketing website, Provider Directory, Family Portal, Provider Portal as prioritized. I was in charge of both UX Research and UX/UI design for all of them.

For new product features I contributed to discovery work defining the needs and problems to be solved, as well as info about how things are done today to inform how we move forward. While we met with people we heard about things that led to a lot of great new product strategy in the Hopscotch user experience. I worked closely with the product manager to prioritize these efforts based on our product roadmap.

I was in charge of creation and upkeep of the Hopscotch UI kit in Figma after a brand agency re-created our branding and we needed to re-design the holistic experience in the products. 

Therapists on the Hopscotch network need to be able to showcase their services to potential clients. We talked to therapists and parents about the needs of finding therapy and designed a provider directory experience that allowed parents to get information on therapists, book time with them, ask questions, and get help learning about therapy.

Managing therapy notes can get complex and arduous for therapists today.  We interviewed and observed therapists about pain points / needs, then looked at what other tools were doing to bring value. We tested the experience with moderated usability testing to optimize the flows and logic considerations for providers. 

We learned that finding therapy for parents can be a lot like "dating": a huge personality match and a lot of work up front to understand who the person is. Parents want to get their kids involved in the process to different degrees, and want to show their kids more than just text. We built the Provider profile such that parents could "swipe right" on therapists they like, learn more about their personalities, and get a gauge of how their kids might get along with them. After that, we designed the ability to schedule initial meetings right from the website and tested the concept with parents and therapists to validate the idea. At the time the efforts to build the feature and release continued to evolve as we designed the features. 

Hopscotch team had 4 different web URLs to consider in its IA: a marketing website, a public provider directory, a family app, and a therapist app. All of them needed to be designed for in the navigation somehow. Current users needed to access all the appropriate apps and potential users needed to get the info they needed to decide whether to convert.  We ran card sorting and click testing with users to re-design the navigation and linkage between products. After re-designing the navigation in the prototypes we performed more usability testing to iterate and hone the experience.