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📅 Timeline: October - April 2022

🥷Role: User research and Design

🙇 About Tactopus

Tactopus is India’s leading online child therapy provider. They provide therapy sessions and intervention services for children with cognitive, social, emotional, and physical disabilities.

☎️ Background

Earlier people had to make phone calls to our sales team if they wanted to take sessions with us. But when the number of customers increased we wanted to automate(allow users to book by themselves) the whole process.

🧐 Problem Statement

People who wanted to take sessions with Tactopus had to call the support team first to book/reschedule/cancel their session. Also, they had to call in multiple times whenever they wanted to reschedule multiple times, which demanded some time and effort from them and our team. Also, they couldn’t track their child’s progress which was important for their awareness and satisfaction.

💡Solution

An app that lets our users manage their sessions, track goals and chat with experts.

🎯 MVP Goals

Allow users to book/reschedule/cancel sessions through the app.

Allow them to track their child's progress within the app

Chat with their child’s concerned expert or with tactopus support.

⏰ Business Opportunity

Making the process independent and simple will lead to the booking of more sessions. Also, it will reduce the in-call time of the support team members.

🤷‍♀️ Research

We wanted to understand the mental models, behaviors, and pain points of our existing customers in their day-to-day lives and while attending online classes.

So, we asked the permission of some parents and their experts to attend a few sessions with them.

We observed 14 sessions and interviewed 8 parents and 3 educators.

We found that,

We asked them questions about

• Their experience in online and offline modes of therapy.
• How they feel about their child’s condition.
• About their goals: What do they expect from taking therapy in the long and short term?
• What do they feel about an app that facilitates session management and goal tracking?
• Challenges they face while taking sessions online.

🙋‍♀️ What the parents of the children said:

👩‍🏫What our specialists said:

Here I have tried to extract and present the data that we got from user personas and empathy mapping that we conducted during the research phase

Findings -> Insights

• Parent’s involvement is crucial for the process.
• Verbal and physical rewards help reinforce progress of child.

🛠 Concept and Ideation

Once we were done with the user research, we worked on creating user flows for different tasks. We divided the whole scope of the app into 2 major modules:

• Schedule management module: This module shall involve tasks like scheduling new sessions, Rescheduling sessions, Checking slot availability, checking sessions status, etc for both parents as well as educators.
• Profile and Chat module: This module shall involve basic profile information, working hours for educators, educator details for parents, chat function for both parents as well as educators.

I was assigned to work on the schedule management module, So I started with the information architecture for the flow for both parent's and educator's versions.

🙋‍♀️ Information Architecture: Parents’ version of the app

👩‍🏫 Information Architecture: Educators’ version of the app

Then the next step was to brainstorm and ideate designs for different user flows

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