︎

KRISENCHAT




_Work in Progress

Comprehensive Real-Time Crisis Support Platform for Youth with Expert Guidance and Mental Health Resources

Basic Psychological Principles
CBT/DBT
Gamification




For the full case study: Click here︎︎︎ if you have a password or request one here︎︎︎







_Client
Krisenchat (‘crisis chat’)


_Product
Crisis chat for young people in psycho-social crisis


_Team
Design Team
Content Team
Clinicians, Psychologists, Experts
_My Role
Strategic Manager / 
Lead Product Designer
︎︎︎ Led cross-functional team: designers (graphic, motion, UI), developers, psychologists, content
︎︎︎ Operated in a highly regulated, cross-functional care environment












INTRO


Krisenchat provides immediate and anonymous crisis counseling via chat for young people in need. Until recently, the platform relied solely on WhatsApp for crisis conversations, which limited the user experience and lacked key support features.
My task was to design a company-owned web chat from the ground up, incorporating special features to improve the patient journey, streamline the user experience, and increase engagement. This involved designing the entire product end-to-end—from research to final implementation.






GOALS



Improved Service
Reducing amount of time the counselors spend per chatter, while not decreasing quality of care in terms of how the chatter feels.

Interactive Tools

Tools that allow the counselors to hand off for a more enriched counseling experience
Independence + Flexibility

Independence from third-party platforms like WhatsApp and gain greater flexibility in implementing features and enhancements.







RESEARCH




Co-creation:


  • Interviews
  • Surveys
  • Workshop

With:

Counselors
Chatters
Young people


To empathize with users and understand their experiences, I began by creating a detailed journey map. This involved analyzing the user’s interactions with the product, identifying pain points, and highlighting moments of delight. By visualizing the user's journey, I gained a holistic view of their needs, emotions, and challenges.
Using insights from the journey map, I pinpointed specific areas where users faced friction or unmet needs. I categorized these into improvement opportunities and innovation gaps, ensuring a strategic focus on elements that could enhance the overall user experience.



Journey Map




SPECIAL FOCUS ON

CO-CREATION


I placed a strong emphasis on co-creation by actively involving both chatters and counselors throughout the design process. In addition to conducting interviews and surveys, I held regular sessions with a group of young chatters to discuss the product's current state, gather feedback, and explore new ideas. This iterative collaboration ensured that the final design truly met the needs of those using it while fostering a sense of ownership and trust in the platform.










DESIGN STRATEGY















CHATTER PROFILE





1

Youth
(Age 10–19)



2

Potential Psychosocial Disability (Mental Health Condition)



3

Is in ‘crisis mode’







OPPORTUNITIES







PERSONAS






CHATTER 1
IN IMMEDIATE CRISIS

Motivation: Is in actual danger and needs immediate attention and intervention



CHATTER 2
NEEDS GUIDANCE + REFERRALS

Motivation: Needs to talk through
their problems to identify next steps and referrals



CHATTER 3
IS LONELY + WANTS TO TALK

Motivation: Feels lonely and needs somebody to talk to, but doesn’t need any immediate crisis support or referrals








THEORETICAL FRAMEWORKS






RELATIONAL MODEL
OF CRISIS MANAGEMENT




The Relational Model of Crisis Management separates support into pre-crisis management and crisis management. At krisenchat, crisis management happens within the chat itself, while all interventions around the chat support young people before a crisis occurs.





POSITIVE YOUTH DEVELOPMENT (PYD) FRAMEWORK




The second model focuses on youth development as a preventative approach, aiming to strengthen young people’s resilience, assets, and potential so that they are less likely to reach a point of crisis in the first place. All interventions built around the chat are grounded in this framework, ensuring that the support provided not only responds to acute needs but also contributes to long-term emotional growth and empowerment.





Building skills in social, academic, and vocational areas.



Developing a strong sense of self-worth and self-efficacy.



Forming positive bonds with family, peers, and community.



Fostering integrity, responsibility, and respect for rules and others.



Encouraging empathy and compassion for others.









DESIGN PRINCIPLES






COGNITIVE/EMOTIONAL DEMANDS
CRISIS + MENTAL ILLNESS




Cognitive Processing

  • Difficulty focusing, memory issues, and slower thinking.
  • Overanalyzing messages, impulsivity, or withdrawal.
  • Struggles with decision-making and emotional regulation.

Sensory Perception

  • Hypersensitivity to noise, light, and digital stimuli
  • Overwhelmed by cluttered layouts or fast-paced interactions.
  • May feel detached or hypervigilant in crisis situations.




COGNITIVE/EMOTIONAL DEMANDS
YOUTH




Cognitive Processing

Highly Sensitive to Visual
+ Auditory Stimuli: 
  • Bright colors
  • Fast animations
  • Sound cues
Sensory Perception

Highly Reward-Oriented:
  • Gamification
  • Instant feedback or validation (likes, reactions, achievements)









INCLUSIVE UX DESIGN FOR MENTAL HEALTH PRINCIPLES










INCLUSIVE VISUAL DESIGN FOR MENTAL HEALTH PRINCIPLES


  • Feeling  ︎︎︎ Design Consideration




︎︎︎


Soft Colours





︎︎︎


Bright Accents





︎︎︎


Light Layout





︎︎︎


Familiarity










CONCEPT CREATION



With clear opportunity areas identified, I brainstormed and developed a range of concepts that addressed the identified challenges. These concepts were grounded in user needs and aligned with project goals, aiming to provide innovative and effective solutions.
To streamline efforts and focus on high-impact solutions, I collaborated with stakeholders to prioritize the concepts. I used criteria such as feasibility, user value, and alignment with business objectives to rank ideas and select those with the highest potential for success.















WIREFRAMES



I translated the prioritized concepts into low-fidelity wireframes to visualize the structure and flow of the solution. These wireframes allowed for rapid iterations and collaborative feedback, ensuring the foundation of the design was solid before moving to high-fidelity stages.





MVP CREATION




Next, I developed MVPs to test the core functionality of the product. These prototypes focused on delivering maximum user value with minimal resources, allowing for early validation of ideas and reducing the risk of extensive rework later in the process.







PROTOTYPE

For a detailed feature description, click here︎︎︎ if you have a password or request one here︎︎︎ 







EVALUATION




Continuous user testing was integral to the process. Through usability studies, I gathered feedback from real users and iterated on designs based on their input. Stakeholders were actively involved throughout, fostering alignment, transparency, and shared ownership of the design vision.


The Webchat was evaluated using a Net Promoter Score (NPS) survey to measure user satisfaction, usability, and overall experience. The results indicate high user approval and strong engagement, with some areas identified for further optimization.




NPS Score 

80

A world-class rating, indicating strong user satisfaction and likelihood of recommendation.
User Satisfaction

100%

of respondents enjoyed the Webchat experience.
Usability

100%

found it easy to use, and 80% stated they would use it regularly.

Feature Integration
Users appreciated the smooth incorporation of videos, exercises, and the "Glücksthermometer" (Feeling Thermometer).
Safety & Accessibility

100%

felt safe using the platform, and 90% agreed that most users would quickly learn how to navigate it.




Positive Highlights

  • Clean and engaging design.
  • Seamless integration of video and audio exercises.
  • Intuitive and user-friendly interface.

Areas for Improvement

  • Improve onboarding with clearer guidance on first steps.
  • Implement notifications for new messages.
  • Add timestamps for messages and enable direct replies to videos/exercises.
  • Consider developing a mobile app version.





CONCLUSION


The Webchat received overwhelmingly positive feedback, validating its design and usability.

This evaluation demonstrates the Webchat's strong potential for long-term success, making it a valuable product for its target audience.







FOR THE FULL CASE STUDY, CLICK HERE︎︎︎ IF YOU HAVE A PASSWORD, OR REQUEST ONE HERE︎︎︎



To see 

_Work in Progress. More details coming soon.