AbilitiCBT Online Therapy
AbilitiCBT: Designing Accessible Digital Therapy at Scale
Overview
As a Senior Product Designer at Morneau Shepell (now LifeWorks), I was responsible for designing and launching AbilitiCBT, an online Cognitive Behavioural Therapy (iCBT) program available in Canada and the U.S. My role involved leading the end-to-end design process to create an intuitive and accessible mental health support platform for individuals suffering from anxiety, depression, and pandemic related stress.
AbilitiCBT was adopted by the governments of Ontario and Manitoba, offering free access to residents aged 16 and older. This initiative required a user-centric approach to ensure seamless engagement, particularly for individuals facing mental health challenges.
Role: Senior Product Designer
Company: Morneau Shepell (now LifeWorks)
Platforms: Web & Mobile (iOS/Android)
Team: Senior Product Designer, 1 Product Manager, 2 Web Developers, 1 Mobile Developer, 1 Content Strategist, 1 Clinical Advisor
Problem Statement
Many individuals struggling with mental health issues face barriers to accessing timely and effective therapy, such as stigma, cost, and long wait times. The challenge was to design a digital solution that:
- Provided a simple and accessible user experience for individuals with varying levels of digital literacy.
- Offered a structured, self-paced CBT program guided by professional therapists.
- Ensured security and compliance with health regulations.
- Integrated seamlessly with public and private sector healthcare frameworks.
My Role & Responsibilities
Led the full product design for the AbilitiCBT desktop and mobile app, focusing on:
User Research & Competitive Analysis:
Conducted extensive research to understand user needs, pain points, and existing gaps in mental health apps.
Brand Identity & Design System:
Developed a cohesive visual language to align with Morneau Shepell’s brand while ensuring a calming and reassuring user experience.
Information Architecture & Content Auditing:
Simplified content structure to improve accessibility and readability.
Wireframing & Prototyping:
Created low-to-high fidelity prototypes to validate design decisions through user testing.
User Testing & Iteration:
Conducted usability testing to refine the experience based on user feedback.
Collaboration with Development Teams:
Worked closely with engineers to ensure smooth implementation and design fidelity.
Design Process
1. Discovery & Research
Initiated the project by conducting stakeholder interviews, competitive analysis, and user surveys to identify the key challenges faced by users.
Key findings included:
- Users preferred structured guidance and therapist support over self-guided experiences.
- A simple, calming, and non-intimidating UI was crucial to reduce user anxiety.
- Accessibility and readability were critical, given the diverse user base, including individuals with cognitive impairments.
2. Defining the Experience
Using the research insights, mapped out user journeys and defined the app’s core features:
- Onboarding Flow: A step-by-step guided process to personalize therapy sessions.
- Structured Therapy Modules: Interactive lessons and exercises following CBT principles.
- Therapist Communication: Secure messaging and progress tracking.
- Progress Dashboard: A user-friendly interface to track therapy completion and achievements.
3. Designing & Testing
- Created wireframes and interactive prototypes to validate information architecture and interaction models.
- Conducted usability testing with target users, iterating based on feedback to improve accessibility and engagement.
- Developed a scalable Design System, ensuring consistency across the app and future product iterations.
4. Implementation & Collaboration
- Partnered with developers to ensure seamless integration of the designs.
- Addressed technical constraints while maintaining design integrity.
- Conducted final design reviews before launch.
Outcome & Impact
- Adoption at Scale: The governments of Ontario and Manitoba funded the app, providing free access to thousands of residents.
- Improved User Engagement: Intuitive UX led to high completion rates of therapy modules.
- Scalability: The modular design system enabled rapid expansion to private sector clients.
- Positive User Feedback: Users reported a seamless experience that helped them manage anxiety and depression effectively.
- App Store Rating: 4.4 Star rating on the Apple App Store
Key Learnings
- Empathy Driven Design Matters: Designing for individuals struggling with mental health required a deep understanding of their emotions and digital behaviours.
- Iterate Based on Real-World Testing: User feedback was critical in refining the onboarding process and therapy module experience.
- Cross-Functional Collaboration is Key: Working closely with developers, content strategists, and therapists ensured a holistic approach to mental health support.
- Scalability & Accessibility Should Be Prioritized Early: A well-structured design system enabled easier expansion and localization.
Conclusion
Designing AbilitiCBT was a rewarding experience that reinforced the importance of human-centered design in healthcare applications. By prioritizing accessibility, simplicity, and structured therapy, we created a product that made a meaningful impact on users’ mental well-being. The success of AbilitiCBT demonstrated the power of thoughtful design in driving engagement and delivering effective digital healthcare solutions.
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