UX Writing for a mental health startup
The What
My role: Their very first UX Writer
Client: A startup providing mental health and wellbeing support to employees
Challenge: Increase user satisfaction and engagement
Key terms: Mental health, voice and tone, user journeys
Tools: Figma for design and collaboration, Notion for documentation, Linear for project management
"What we needed was a true collaborator who felt like an extension of the team—and that's exactly what Lucy has been. The way she's embedded herself into the product team has been massively appreciated by all."
— Editor-in-chief
The How
Solution:
Talking about your mental health is scary. Starting therapy is scary.
This startup want to change that by making mental health support as everyday as going to the gym or having a coffee.
Users reported feeling intimidated by terms ‘mental health’ and ‘therapy’. Many were reluctant to sign up for sessions or create an account, or uncertain about what was being offered.
My main aim was to increase engagement and satisfaction.
Alongside the Product team, I did this by:
Empowering the user on the platform through clear, consistent and conversational messaging
Maintaining their friendly and respectful voice and tone throughout all communication
Naming products and designing features to reflect user needs and mental models
In other words, making the platform intuitive, enjoyable, and easy to use.
The lesson:
Empathy is key here.
It’s not surprising that users feel hesitant about giving sensitive information online or signing up for mental health support for the first time.
But with good UX, their experience can be less scary and intimidating — so they feel confident to sign up, try out a session, and access the mental health support they need.