︎

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









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








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.





1ST RELEASE




Insight
Chatters want reassurance that they are speaking with a real person and not just an automated system. Uncertainty about whether they are engaging with a bot or a counselor can create distrust and disengagement, making it harder for them to open up.
Solution
To enhance clarity and trust, bot messages are visually distinguished from counselor messages using different colors and shapes. This clear differentiation helps users immediately recognize when they are interacting with a human, reducing confusion and cognitive effort.

Psychological Principle
Signal Detection
Theory Cognitive Load Theory



Insight
Chatters find it challenging to read through long messages and quickly understand what action is required, such as confirming their place in line or agreeing to privacy statements.
Solution
Provide chatters with clear, concise response options to make decision-making easier and more intuitive.

Psychological Principle
Hick’s Law
Cognitive Load Reduction


Insight
Chatters are already familiar with the WhatsApp interface, which makes navigation intuitive. In crisis moments, adapting to a new and unfamiliar environment can be overwhelming due to cognitive constraints such as heightened stress, anxiety, or cognitive overload. A familiar interface reduces mental effort and allows users to focus on the conversation rather than figuring out how to use the platform.
Solution
To enhance usability and reduce friction, the chat interface is designed to closely resemble WhatsApp, incorporating familiar features such as the reply function. This ensures a smoother experience, helping users engage more naturally without additional cognitive strain.

Psychological Principle
Familiarity Heuristic
Cognitive Load Theory
Recognition Over Recall

Inclusive UX Principles



Inclusive Visual Principles




Insight
Counselors use a toolbox with various exercises to support chatters. The most popular and effective exercises were those presented in video format, as they provided a more engaging and accessible experience. Additionally, many exercises, such as meditation techniques, were originally in text form, making them difficult to follow and less effective in practice.
Solution
To enhance usability and engagement, we decided to convert these exercises into audio-visual formats, making them easier to follow and more impactful for users. This allows for a more immersive and intuitive experience, especially for exercises that require guided participation, such as meditation or breathing techniques.

We created a video player that is integrated in the chat-platform to reduce friction through the need to open a third-party provider like Youtube.  

Psychological Principle
Cognitive Load Theory
Modality Effect
Multimedia Learning Theory

Inclusive UX Principles



PYD Framework





Insight
Some users struggled to express their emotions clearly through text, making it difficult for counselors to quickly assess their emotional state. This not only consumed valuable time but also made it harder to provide effective support from the start. Counselors indicated that having a way to assess emotions beforehand would allow them to tailor their responses more effectively and make better use of the limited time available for each chat.
Additionally, emotion logging is a key exercise in their toolbox, as many chatters have difficulty identifying and naming their emotions. Helping users develop this skill can enhance their self-awareness and emotional regulation over time.
Solution
An emotion thermometer allows users to name and identify their emotions before and after the chat. This helps counselors quickly gauge emotional states, streamline support, and personalize their approach. For users, it fosters self-reflection and awareness by tracking emotional progress, reinforcing an essential skill in emotional well-being.

Psychological Principle
Priming Effect
Cognitive Offloading




Insight
Loneliness is a significant issue that many chatters bring up during their conversations. Feeling disconnected from others can intensify emotional distress and make it harder for individuals to seek or accept support. 
Solution
To foster a sense of connection and support, users receive an anonymous uplifting message from another user after each chat. This small act of kindness creates a feeling of shared experience, reminding users that they are not alone in their struggles. We kept the messages anonymous to protect users' data, ensuring privacy and a safe space for engagement.

Psychological Principle
Social Connection Theory
Reciprocity Principle






INCLUSIVE DESIGN FOR MENTAL HEALTH



Color Palette
We chose bright and uplifting colors for the crisis web chat to create a welcoming and supportive environment for young users in distress. Research shows that colors can influence mood and emotional well-being, so instead of a clinical or sterile appearance, we opted for warm and cheerful tones that evoke feelings of comfort, optimism, and safety. Bright but soft colors help reduce anxiety, making the chat experience feel less intimidating and more approachable. By using a friendly and engaging color palette, we aim to make users feel at ease and encouraged to open up, fostering a space where they feel supported and heard.




_Work in Progress. More details coming soon.