InnerHour Digital Communities UX Case Study

Objective

To offer a safe space for individuals to anonymously share their concerns with others and access peer support. They will be offered to users with a variety of mental health conditions ranging from mild to severe. This will provide an environment for the users a safe, relaxed environment with a layer of anonymity. Making tools to explore and solve problems of self and others in a collaborative way.

Mindmapping

Competitive Analysis

To understand what others are doing to add value to mental health in social terms.

Insights from Competitive analysis

  • Emoji or sticker use — Apps mentioned above don’t have this feature. Innerhour can use its help bot Allie for stickers. This community feature intends to create a sense of support using empathy. In real-life interactions we have various nonverbal communications through gestures but when things get virtual emojis and stickers can be used to fill this void. Also, the constant use of emoji will bring brand recall.
  • Like feature in comments. I observed that in 7 cups there is a like feature in comments. But once things get liked once they can’t be unliked. This can generate an unwanted experience as in someone is sharing some pain to be free from their burden but by mistake, someone liked the comment and is unable to unlike it. This will create an unwanted bad experience for the user while he/she is vulnerable.

Literature Review Insights

  • Peer support has a long tradition in informal services and may complement mental healthcare promoting recovery orientation and destigmatization.
  • Reflecting the values and principles of informal peer support and of trialogue activities of service users, carers and professionals could help improve mental health services.
  • Key elements of Peer Support in mental health include that it is built on shared personal experience and empathy, it focuses on an individual’s strengths not weaknesses, and works towards the individual’s wellbeing and recovery.
  • Though the language of peer support is relatively new in the UK, in practice self-help groups and mutual support has been around for many years. In Canada and the USA
  • Peer supporters can help their peers with the issues like addiction, anxiety, depression, bereavement/divorce, relationship problems, dementia and many other mental health conditions.

(Peer support in mental health services — Candelaria I. Mahlkea , Ute M. Kra¨merb , Thomas Beckerc , and Thomas Bocka)

(Peer Support | Mental Health Foundation)

Persona

Durgesh Kumar 🙍‍♂️

Age — 27

Income — 25k per month

Place — Noida

Bio —

Durgesh is a graduate of mechanical engineering from Noida. In his college days, he kept his academics very good. During his placement days, there was a shift in industries due to automation. And he wasn’t able to score any job. After 5 months he joined an organization where he used to test machinery, where he worked while standing for long hours and was paid 9k. Most of the days he used to work there for 11 hours and traveled for 2 hours. After reaching home he slept due to exhaustion. After 11 months due to this lifestyle, he quit the job and started hunting for a new one but he wasn’t able to score a new one till 8 months. He joined Genpact for accounts-related work and was getting a pay of 22k. His working condition is better but his forte is not in accounts so he isn’t feeling valued in his job. That is why he is making errors while handling data and he’s constantly feeling miserable as he’s being constantly yelled at by his seniors. He’s comparing himself with other friends as they are earning more. Due to all these experiences, he’s having burnout and anxiety. Being an introvert he’s unable to share these things with his family and thinks they will get worried. He fears being judged by his friends if he’ll share his current problems.

Pains :

  • Unable to share feelings with the fear of being judged.
  • Constant burden of the stack of bad feelings.

Needs :

  • To be anonymous while sharing thoughts.
  • To feel valued.

Experience with peer support :

  • None

Sammer Joshi 🤵

Age — 35

Income — 145k per month

Place — Jaipur

Bio —

Sammer was formerly an IT engineer at IBM. During the recession of 2007, he lost his job. Due to the pressure of managing his household he developed the condition of anxiety. For one and a half years he was unemployed, during that time in the early stages he wasn’t sharing things with his family and friends. Later his family addressed his issues and with the support of experts, he was able to manage his condition. He had some experience with a peer support group during that time. Later he started a small hospitality business and it ran well enough to fulfill his family’s needs. During the pandemic hospitality industry hit hard. Due to this, his anxiety kicked in. Also due to the pandemic wave, it’s advised to avoid gatherings as much as possible so it’s a hassle for him to rejoin peer support.

Pains :

  • Can’t access peer support physically due to pandemic waves.

Needs :

  • A platform to access peer support virtually

Experience with peer support :

  • He has some experience with this, and his experience gives him the potential to support others as well.

Journey Map

Durgesh Kumar

Durgesh was searching for ways to manage his condition at work. After a rough day after office, he was surfing social media and came in contact with one of the targeted ads.

Sammer Joshi

Sammer is trying to get into the peer community and comes across a targeted ad about the convenient way to access peer support during pandemics.

Community Features

  • Browse and join groups.
  • Explore, save and share stories.
  • Engage in group chat rooms.
  • Earn badges.

User Flow

Edge Case:

  • Other users or the user disobeys the guidelines and creates conflict. The user might leave in the middle of the journey.

Error Case:

  • While creating the unique id the users might have an error of the existing user id.

Information Architecture

Design

Paper Wireframes

Lo-Fi Wireframe

Prototype

https://www.figma.com/proto/yznY3w4kV6VRzdGNI2eh6r/UI-INNERHOUR-TASK?node-id=201%3A18729

Final UI

Future Scope (Group Therapy)

The next level of community features is the audio room where people can have a conversation but in audio things can get chaotic as the peers are not professionals. To counter this we can have group therapy sessions led by mental health professionals. This feature will be like the clubhouse app for mental health group therapy sessions.

Opportunity for organization:

  • Will give additional capital gain from therapy subscriptions.
  • With a demo session, users can get motivated for paid members of the app.

Benefits for users:

  • It will increase human-to-human interaction for users while making them anonymous.
  • Users can get professional help while being in a group.

Some Concerns:

  • Screening of users to assess that they are good enough for group therapy.
  • Categorizing groups based on problems so that groups will be connected.
  • A cohort model for therapy subscriptions can be used. Adding new members to a group will cause problems.
  • Making small groups of 8–10 or according to the mental health leader competency to manage users and give maximum value.
  • Monitoring each group member and personal interaction.
  • Can give group activities like breathing, guided imagery.

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