case study image
Equip

Messaging Experience

Enabling families and providers to connect and succeed during eating disorder treatment
Role
Design lead, end-to-end
Screens
Mobile and desktop
Deliverables
Research, UX, UI, design system

Project synopsis

Background

Equip is a virtual eating disorder treatment program, earning a spot on the TIME100 Most Influential Companies in 2023.

They serve patients of all ages with a five-person provider team.

As Equip's first full-time designer, I transformed the patient experience by launching a mobile-friendly web app and eventually led provider experiences too.

Messaging was a first core feature across both the patient-facing app and the internal EHR.

Problem

The project goals were to ensure a user-friendly messaging experience for patients and families, optimize admissions, and streamline provider workflows.

Research

I conducted extensive research by reviewing 200 feedback submissions, interviewing 15 providers and admissions specialists, and analyzing messaging data such as send rates and average message length.

Design

Inspired by common messaging apps, I designed an intuitive experience tailored to different stages of the patient journey.

Prototypes were tested with providers to ensure usability.

Key features: intuitive messaging conventions, adaptive chat journey based on patient journey, file attachments, and low-effort mobile friendliness.

Partnered with engineering on SendBird integration for seamless functionality.

Initially launched in the patient app, followed by integration into the EHR.

Outcome

Admissions:

  1. 31% increase in rates.
  2. 24% reduction in time-to-admit..

#1 EHR feature in provider satisfaction.

Positive patient and family feedback.

Visual story

Original clunky design: cumbersome navigation, limited functionality, and a poor user experience for both patients and providers.
Provider tagging: Streamlining communication by notifying the right team members efficiently.
“Equip’s first mobile-friendly patient app: Designed as a responsive web app to deliver a seamless experience on mobile devices.
Treatment-focused notifications.
Mobile and desktop side by side: Advocated for a mobile-friendly patient app to meet the needs of over half our users who access via their phones.
EHR implementation: Streamlined messaging integrated for providers, enhancing workflows and supporting patient care continuity.
31%
Increase in rate of admit rates.
24%
Decrease in days to admit a patient
1
Rank by providers as their favorite feature
“I am so incredibly grateful for the thoughtfulness that went into developing the chat function. I had many cases recently where I have needed to see what everyone is communicating, and it's so seamless.”

Therapist

“Many of the families have said that the Equip app is user-friendly! Thank you for creating a platform that even the tech-insecure person can navigate easily.”

Therapist

We can finally tell families Equip is mobile-friendly! 🎉

Peer mentor

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