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Wright Mindset Therapy
A CX Assessment & UX Design

Overview

I was tasked with assessing Wright Mindset Therapy LLC's Customer Experience to improve the company's overall relationship with its patients

Client:

Wright Mindset Therapy LLC

Timeline:
Ongoing

Role:
CX Strategy Consultant
UX Researcher & Designer

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Challenge:
Wright Mindset Therapy LLC is a virtual therapy practice servicing 50+ patients annually. The company is looking to grow its patient population and  improve existing patient experience through web service enhacements.

Assessment

Process:
I interviewed the CEO and his counselors to get an understanding of their patient population. With this understanding I developed the archetype "The Wellness Enthusiast".​​

The Wellness Enthusiast

Mantra: "I want to work on becoming my best self"

Description: Holistic wellness is incredibly important to this person. They struggle to find a therapist of color that can help them manage their chronic anxiety with their busy lifestyle, and are eager to work on their mental health. They value a personable experience thats both convenience and comprehensive. 

Needs: 

  • Discreet and comprehensive therapy sessions with a trusted therapist that can guide them through various challenges that they face 

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  • convenient and digital scheduling options

 

  • a la carte emotional wellbeing resources to maintain between sessions​​​

Stages
Activites
Interactions
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Principles
Trustworthy
Convenient
Comprehensive
Personable

Recommendation: There are stages and activities that each patients goes through that present opportunities for Wright Mindset to provide interactions that align with their principles to provide customers with a quality and personalized but consistent experience.

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