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Improving User Experience for an Online Therapy Platform

As the need for virtual mental health support increased rapidly during the pandemic, Hasu needed to improve their platform’s user experience


Hasu eCounselling is an online healthcare platform and mobile app that provides secure online video, phone and text counseling for individuals and their families struggling with the full spectrum of mental health issues. As Hasu expanded, they needed to shift from utilizing white-labeled software to their own proprietary platform that supported the unique needs and work flows of their patients and therapists.

When Hasu approached PIVOT, they already had a working prototype that had much of the functionality they wanted, but without any design.

When we first met with Hasu, their prototype was functional, but lacked design


Because Hasu was already starting with a working prototype, it was important that our design worked with the functionality they had. We started by meeting with their CTO and to get a clear idea of what requirements and limitations we were working with. From there we explored what other companies in the mental health space were doing with their design and their messaging. We compiled this exploration into a Landscape analysis where we identified opportunities for Hasu to take inspiration from other organizations as well as places where they could differentiate themselves.

Informed by our landscape and preliminary work, we created user flows and wireframes for the new Hasu experience. In parallel, we began visual exploration with some moodboards. Hasu already had a logo and a partial colour palette, so we presented two options that extended that palette. In these moodboards we also explored imagery, texture and typography. As so often happens, Hasu liked elements from both moodboards. We combined these into a final visual direction that was then applied to the wireframes.


PIVOT designed two platforms, one for patients and one for therapists. We worked closely with their CTO to ensure that what we were designing either worked with their existing code or was feasible to implement.

Each of the platforms utilized the back end code Hasu had already built with a custom user experience that we designed.