Quality of Care &
Connection in Teletherapy
DESIGN RESEARCH
A qualitative design research study on the efficacy of therapy in a digital setting. Offering design solutions for further propelling connection and care in teletherapy.
Filler stuff idk
Duration
11 weeks
ADVISED BY
Audrey Desjardins
Team
Lia Chon
Sydney Lai
MY ROLE
Qual. Researcher
Script Writing
Book Binder
TOOLS
Figma
Dovetail
Quality of Care & Connection in Teletherapy
Quality of Care & Connection in Teletherapy
DESIGN RESEARCH
A qualitative design research study on the efficacy of therapy in a digital setting. Offering design solutions for further propelling connection and care in teletherapy.
Filler stuff idk
MY ROLE
Qual. Researcher
Script Writing
Book Binder
TOOLS
Figma
Dovetail
Duration
11 weeks
ADVISED BY
Audrey Desjardins
Team
Lia Chon
Sydney Lai
MY ROLE
Qual. Researcher
Script Writing
Book Binder
TOOLS
Figma
Dovetail
“[Teletherapy] is the most
convenient and affordable way to connect with a licensed therapist.”
“[Teletherapy] is the most
convenient and affordable way to connect with a licensed therapist.”
“[Teletherapy] is the most
convenient and affordable way to connect with a licensed therapist.”
“When in person for therapy, 75% of clients reported a stronger connection to their therapist.”
“When in person for therapy, 75% of clients reported a stronger connection to their therapist.”
“When in person for therapy, 75% of clients reported a stronger connection to their therapist.”
THE CHALLENGE
THE CHALLENGE
Convenience vs. Quality Conundrum
Convenience vs. Quality Conundrum
Convenience vs. Quality Conundrum
Teletherapy companies market themselves as convenient and affordable. But does convenience doesn't necessarily guarantee success, or quality, or the feeling of good therapy.
Teletherapy companies market themselves as convenient and affordable. But does convenience doesn't necessarily guarantee success, or quality, or the feeling of good therapy.
What minutia are we ignoring? Does the digital space affect the quality of therapy? These questions drove the heart of our research.
What minutia are we ignoring? Does the digital space affect the quality of therapy? These questions drove the heart of our research.
How does digital communication influence the delivery of care and depth of relationship within therapist-patient relations?
How does digital communication influence the delivery of care and depth of relationship within therapist-patient relations?
How does digital communication influence the delivery of care and depth of relationship within therapist-patient relations?
CENTRAL RESEARCH QUESTION
CENTRAL RESEARCH QUESTION
FIELD RESEARCH
FIELD RESEARCH
Bringing both patient and therapist into the conversation.
Bringing both patient and therapist into the conversation.
Bringing both patient and therapist into the conversation.
Through an initial screener survey and snowball sampling, we found 6 patients and 3 therapists who have all conducted or received teletherapy before.
Through an initial screener survey and snowball sampling, we found 6 patients and 3 therapists who have all conducted or received teletherapy before.
We conducted 45–60 minute interviews, including segments for directed-storytelling questions and a card sort activity. Questions were centered around what ideal therapeutic care did and did not look like.
We conducted 45–60 minute interviews, including segments for directed-storytelling questions and a card sort activity. Questions were centered around what ideal therapeutic care did and did not look like.
What was most interesting is what came from these interviews.
What was most interesting is what came from these interviews.
Patients
Patients
Therapists
Therapists
“Therapy is a bubbly fizzy coke...
teletherapy takes out the fizz.
It’s just flat.”
“Therapy is a bubbly fizzy coke...
teletherapy takes out the fizz.
It’s just flat.”
“Therapy is a bubbly fizzy coke...
teletherapy takes out the fizz.
It’s just flat.”
STEVE, THERAPIST
STEVE, THERAPIST
DATA SYNTHESIS
DATA SYNTHESIS
Coding and deciphering our interviews.
Coding and deciphering our interviews.
Coding and deciphering our interviews.
Using Dovetail, we transcribed the audio recordings of our interviews, and subsequently created tags for recurring trends we’d seen throughout our interviews.
Using Dovetail, we transcribed the audio recordings of our interviews, and subsequently created tags for recurring trends we’d seen throughout our interviews.
From there, we wrote out tags that we found most important onto purple sticky notes. All of the tags were separated, then synthesized into distinctive “themes” onto pink sticky notes.
From there, we wrote out tags that we found most important onto purple sticky notes. All of the tags were separated, then synthesized into distinctive “themes” onto pink sticky notes.
From our themes emerged our key insights.
From our themes emerged our key insights.
KEY INSIGHTS
KEY INSIGHTS
Differing expectations & training.
Differing expectations & training.
Differing expectations & training.
These insights centered around main tension points we discovered across our various interviews.
These insights centered around main tension points we discovered across our various interviews.
We also came up with four core design principles from this insights, to guide ideation in the next phase: alignment, immersion, intimacy, and & realness.
We also came up with four core design principles from this insights, to guide ideation in the next phase: alignment, immersion, intimacy, and & realness.
DESIGN EXPLORATIONS
DESIGN EXPLORATIONS
15 initial ideas & concepts in response.
15 initial ideas & concepts in response.
15 initial ideas & concepts in response.
Utilizing our design principles and insights, we drafted fifteen concepts total, ranging on a spectrum of grounded to speculative ideas.
Utilizing our design principles and insights, we drafted fifteen concepts total, ranging on a spectrum of grounded to speculative ideas.
Patients
Patients
Therapist
Therapist
QUALITATIVE FEEDBACK
QUALITATIVE FEEDBACK
Gaining further refinement.
Gaining further refinement.
Gaining further refinement.
We showed nine of these ideas to three of our previous interviewees, chosen specifically for their unique perspectives. Their added feedback aided in narrowing down our final findings.
We showed nine of these ideas to three of our previous interviewees, chosen specifically for their unique perspectives. Their added feedback aided in narrowing down our final findings.
IDEATION EXPLORATIONS
IDEATION EXPLORATIONS
Design Probes vs. Solutions
Design Probes vs. Solutions
Design Probes vs. Solutions
Through these sessions, we found that the most conversation-provoking ideas fell into two categories: design solutions and design probes.
Through these sessions, we found that the most conversation-provoking ideas fell into two categories: design solutions and design probes.
Solutions were earnest in solving the problem, and probes were intentionally designed to provoke discomfort. Together, they helped us achieve a full understanding of our problem space.
Solutions were earnest in solving the problem, and probes were intentionally designed to provoke discomfort. Together, they helped us achieve a full understanding of our problem space.
The relationship feels more real when
the technology is secondary and
supportive to the therapeutic process.
The relationship feels more real when
the technology is secondary and
supportive to the therapeutic process.
The relationship feels more real when
the technology is secondary and
supportive to the therapeutic process.
DESIGN SOLUTION FINDING
DESIGN SOLUTION FINDING
A lack of realness is amplified when
the technology feels intrusive, or
imitative of human qualities.
A lack of realness is amplified when
the technology feels intrusive, or
imitative of human qualities.
A lack of realness is amplified when
the technology feels intrusive, or
imitative of human qualities.
DESIGN PROBE FINDING
DESIGN PROBE FINDING
PRESENTATION OF FINDINGS
PRESENTATION OF FINDINGS
Book Binding!
Book Binding!
Book Binding!
We compiled our process, insights, and findings into a comprehensive design workbook, as well as a final presentation to our class.
We compiled our process, insights, and findings into a comprehensive design workbook, as well as a final presentation to our class.
After truly hours upon hours of edits to the book, we printed with the lovely EZ Copy N Print and I rediscovered my passion for bookbinding!
After truly hours upon hours of edits to the book, we printed with the lovely EZ Copy N Print and I rediscovered my passion for bookbinding!
BOOKBINDING PROCESS
BOOKBINDING PROCESS
