reflect

UX/UI Design Case Study

Mental health should be accessible, affordable, and free of stigma, especially for teens and young adults. Reflect is a social therapy app designed to provide a safe space where users can connect with licensed therapists at a low cost and easily book video call sessions. Beyond professional support, the app encourages self expression by allowing users to write journal entries and share them with friends if they choose. With a blend of therapy and community driven features, Reflect makes mental well-being a priority in a way that feels natural, supportive, and easy to access.

Instructor: Keith Somers

01 user research

To better understand user needs, a survey was conducted with 37 students (ages 16-24) who are potential users of the app. The survey focused on accessibility, comfort with online therapy, and key features that would make mental health support more engaging.

These findings helped shape the app’s core features, ensuring it is affordable, private, and user-friendly, while also integrating self-expression and social support in a way that feels safe and optional.

02 Interviews

03 competitors Audit

Overview:

BetterHelp is the largest online therapy provider, boasting over 34,000 licensed therapists and having served more than three million individuals globally. The platform offers therapy sessions via video, phone, and messaging, aiming to make mental health support accessible and convenient.

strengths:

Accessibility: Available in all 50 U.S. states and over 200 countries, ensuring a broad reach.

Quick Matching: Users are matched with therapists promptly, facilitating timely support.

Financial Aid: Offers financial assistance to eligible users, making therapy more affordable.

Licensed Professionals: All therapists are licensed, providing credibility and trustworthiness.

Weaknesses:

Cost Structure: Operates on a single subscription model, which may not cater to all financial situations.

Limited Services: Does not provide family therapy or medication management, potentially limiting its appeal.

Insurance: Does not accept health insurance, which could be a barrier for some users.

Privacy Concerns: There have been user concerns regarding data management and privacy policies.

0pportunities:

Youth Engagement: By introducing features tailored for teens and young adults, such as interactive self-help tools or peer support communities, BetterHelp could enhance its appeal to a younger demographic.

Diverse Therapy Options: Expanding services to include family therapy or group sessions could attract users seeking comprehensive support.

Conclusion:

While BetterHelp excels in accessibility and professional credibility, there is room for improvement in service diversification and addressing privacy concerns. For an app like Reflect, focusing on affordability, privacy, and features specifically designed for teens and young adults—such as anonymous journaling and peer support—could provide a competitive edge in the mental health app landscape.

04 Personas

Persona 1: Alexa Rivera

🧑‍💻 Age: 17
💼 Background: High school junior, involved in art club and student council.                       
📱 Tech Habits: Active on social media, uses wellness apps for meditation and mood tracking

🧠 Pain Points:

Struggles with anxiety and school stress but feels therapy is too expensive for teens

Worries about being judged for talking about mental health

Wants a safe space to express emotions but doesn’t always feel comfortable sharing with friends or family

✅ Goals & Needs:

Affordable or free therapy options that feel approachable for teens

A  private journaling space to process emotions before sharing

A way to connect with others who understand mental health struggles

💡 How Reflect Helps:

Low-cost therapy sessions available via video calls with professionals experienced in working with teens

A journaling feature that allows private entries or selective sharing

A welcoming and stigma-free space to explore mental health topics

Persona 2: Jordan Malik

🧑‍💻 Age: 22
💼 Background: Works part-time while finishing a business degree.                       
📱 Tech Habits: Uses productivity and mental wellness apps, listens to mindfulness podcasts.

🧠 Pain Points:

Has tried therapy before but found it difficult to book and stay consistent

Prefers talking things out but doesn’t always have someone to listen

Finds mental health apps useful but wishes they felt more personal

✅ Goals & Needs:

Quick and seamless therapist booking for flexible scheduling

A way to talk through emotions with professional guidance

A support system that includes both friends and licensed therapists

💡 How Reflect Helps:

Easy-to-book therapy sessions with licensed professionals

Social connection features to engage with supportive friends

A mix of self-guided and professional support to stay consistent

05 Final screens

06 conclusion

01. What I learned

Talking to real users gave me a much clearer picture of what young people actually need from a mental health app. Affordability is a huge barrier, but just as important is feeling safe. That means privacy in journaling, the option to stay anonymous, or having control over social features. Many also want therapy to feel more approachable rather than clinical or overwhelming.

02. Impact

Reflect has the opportunity to make mental health support feel more natural and accessible. By focusing on low-cost therapy, guided journaling, and flexible social features, the app can meet users where they are. Whether they just need a space to vent or are ready to talk to a professional.

03. next steps

There’s so much potential to make Reflect even more intuitive and engaging. Features like AI-driven mood tracking, interactive self-care tools, and easier therapist matching could take it to the next level. The biggest goal moving forward? Making mental health support feel like a normal, everyday part of life—just like checking social media, but in a way that actually helps.

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