iTrust Wellness Group, a mental wellness provider based in South Carolina, were looking to lower their new user drop-off rates by updating their new patient onboarding forms.
iTrust Wellness Group
1.5 Years
Market Research
Before starting the design work, I conducted a brief competitive analysis to understand the successes and failures of current market competitors’ onboarding process.
The Pros:
Most companies created a onboarding user flow that didn’t feel overwhelming due to the simplicity of their questionnaire, quality choice of wording, and clean/minimal UI design.
The Cons:
The same companies failed to intake important and crucial information, thus possibly leading users who may not qualify for their care through an unnecessary onboarding process.
Before jumping to creating wireframes, my clients and I created a detailed flow chart to determine build ability, legal compliance, and usability.
I created wireframes that simplified iTrust Wellness Group’s multi-step onboarding process, making each stage—from assessments to scheduling—clear and supportive. These wireframes helped align the team and set a strong foundation for final design.
I developed high-fidelity mockups for iTrust Wellness Group’s onboarding experience, refining layout, hierarchy, and interaction patterns to create a clear and supportive flow. These mockups brought the product vision to life and provided the team with a polished, development-ready representation of the final user experience.
After collaborating with iTrust Wellness for over a year and a half, I have found immense satisfaction in our shared commitment to user-centered design. Together, we’ve focused on creating a thoughtful, detail-oriented experience that prioritizes the needs and emotions of our patients.
Throughout this process, we've recognized that patients often feel overwhelmed when asked to provide personal information. This insight has driven us to continually refine and simplify this critical onboarding experience.
Looking ahead, we’re working on the next iteration, which will feature streamlined copy and the removal of certain pages, allowing us to gather essential information outside of the initial onboarding. I’m eager to see how these updates enhance user engagement and help us expand our reach to even more patients.
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