Stillpoint Case Study

Front End | Back End | UI & UX Design | Project Takeover | System administration | Telehealth

The Client

StillpointSpaces is an online counselling and community platform with practice management tools which combines innovative Telehealth approach with strong real-world presence.

StillpointSpaces provides counsellors and clients with clean, easy to set of tools for managing therapy progress and conducting counselling practice. It shows most recent messages, payment reports and incoming session schedule.

Platform exposes online counselling experience by allowing secure audio, video and text communication between patient and counsellor.

Calendar and system of automatic notification and reminders make tracking incoming sessions easy. In connection with safe payment system through Stripe it allows user to focus on what’s important - providing guideance for people in need of such service..

The Challenge

The idea for Stillpoint Spaces started in Zurich in 2012, yet LLI was not involved in the project until 2016. Our team faced the challenge of taking over another’s developers code.

To succeed we reverse engineered existing application features, analysed our customers internal organisation flow and redesigned platform in accordance to the research findings. Final stage of takeover included major UI/UX redesign with rebranding that addressed all of the improvement areas identified during the prior takeover phases.

Old Main Site screenshot

After conducting analysis of internal organisation processes and existing application code, areas of focus for improving the counsellor-customer workflow and overall user experience of community using the platform by both have been indentified. Those areas have beed addressed by implementing improvements in technical areas of the app and redesigning some of the business processes attached to it.

New Main Site screenshot

Counsellor-client communication and processes around it constitute the core of the StillpointSpaces service. Performed analysis identified new functionalities to be added to improve the process and improvements that can be done to existing ones in order to improve the process efficiency. Those varied from interface redesign to make user experience more focused and smoother to implementing and reworking current flow for payments with new payment system implementation to address one on the key issues the platform was struggling with at the moment of takeover.

Counsellor dashboard

Optimizing the toolset for managing and maintaining all areas of counsellor - client relations (notes, conversations history, etc.). After performing analysis and customer workshops we provided improvements proposition to make daily work of counsellors more efficient. Focus here was to enrich online platform with a useful tool set for managing client’s directory and sessions.

Counsellor profile

Improving the UI helped to establish better initial connection between counsellor and client, helping potential clients to browse through counsellors list, obtain vital information that would enable to filter counsellors and choose one to establish initial contact with. This resulted in improved client conversion and better matching between counsellors and clients that enabled address client’s problems in more effective way.

Video Connection

Ensuring smooth and efficient video sessions between clients and counsellors was one of the main user experience factors that have been addressed. We improved security, performance and ease of use of this part of functionality. Also Ad hoc session creation was enabled as a mean for fast connection between client and counsellor.

Client directory

Another vital area identified during workshops with counsellors was the client management system. As this functionality is used on daily basis and greatly impacts counsellor’s experience. As an outcome of those workshop we had proposed a rework of the current functionality. Reworked client’s directory allowed counsellors to have better tools for managing clients (e.g. splitting them into two groups depending on the status, simplified invite system for inviting clients to conversations, etc.). This helped to better organize daily workflow for counsellors and decrease time needed for administrative work, therefore leaving more time to conduct sessions.