Din Psykolog

What I have done

Project lead, research and design of new Supportcenter and troubleshooting guide in patient platform. Defined data tracking points and followed up on performance.

Complete user journey mapping with data analysis and workshop facilitating to find ideas of improvement. Design of top 4 prioritized improvements.

Interviewing users and leading usability tests.

Testing as a part of implementation.

Internal presentations, info graphics and interactive onboarding material.

Design of caregiver platform: edit, delete and archive patient functionality in chat, google calendar integration and patient review visibility.

Supportcenter and troubleshooting guide

Before

After

Troubleshooting Guide

Helping patients recover from camera and microphone issues before a video appointment.

Design for the emotional state, not just the task. Users hit this guide moments before (or during) a missed appointment — stressed and time-pressured. That reality shaped every decision: short steps, one clear action at a time, and reassurance up front that a missed call could be rebooked at no extra cost. Lowering anxiety was as important as solving the technical problem.

Remove every decision the system can make for the user. Instead of asking people to identify their browser and device while panicking, the guide detects what's blocked, which browser, and which device automatically — and surfaces the right instructions immediately. Manual override stayed available for the edge cases where detection is wrong, but it's never the default path.

Let research set the hierarchy. Rather than listing every possible issue equally, I leaned on existing interviews, survey data, and the tech team's input to learn that camera/mic permissions were by far the most common failure. The most frequent and fastest-to-solve problems lead; Wi-Fi and audio-quality issues sit lower as secondary links. Ordering by real frequency is what makes a guide feel effortless.

Progressive disclosure keeps a stressful flow calm. Steps reveal one at a time — browser permissions first, then device settings, then restart/try another device — with a large CTA moving the user forward only if the previous step failed. Pairing each step with a screenshot and an orange highlight on exactly where to click removed ambiguity.

Constraints are part of the brief.Because the service runs on web rather than a native app, permissions behave inconsistently (sometimes in-browser, sometimes in device settings). Designing within that limitation — and making the inconsistency invisible to the user — was the core challenge.

Support Center

Turning a single support email and scattered FAQs into one organized hub.

Benchmark before designing. Market research made the best practice clear: a single categorized hub beats FAQs spread across the product. Starting from a proven pattern, then adapting it (category structure plus icons for quicker scanning), gave the work a solid foundation rather than a guess.

Placement is a design decision, and it should be testable.I moved the hub into the service for logged-in users instead of leaving it on the marketing site, based on a hypothesis: logged-in users need support most (invoices, rebooking), and the old flow forced them into a new tab that was hard to navigate back from. I kept a separate, new-user-focused FAQ on the landing page so each audience got content matched to its context.

Validate hypotheses with data, not belief.Working with the tech team, I set up tracking on where users entered the support center from. A month after launch, the in-service entry point was a clear majority — confirming the placement decision and the assumption behind it. Closing the loop with measurement is what turned a reasonable guess into a defensible decision.

Caregiver platform designs

Giving caregivers safer, more flexible tools to manage many patient conversations.

Balance user flexibility against patient safety with clear constraints. Caregivers wanted to fix or remove messages sent in error, but unrestricted editing is risky for patients. The compromise: messages stay editable/deletable for one hour, deletion is blocked once the patient has read the message, and tooltips explain these limits before the user acts. The constraint is the safety mechanism.

Borrow mental models people already trust. Marking edited or removed messages with "Redigerad" or a deletion notice follows familiar messaging conventions (e.g. Messenger), so caregivers and patients understood the behavior instantly — no learning curve, and full transparency about what changed.

Design for the real workflow.Caregivers juggle many patients, so I added "mark as unread" after feedback that they sometimes open the wrong patient's message and lose their place. Small affordances that match how people actually work often matter more than big features.

Better structure can be its own feature.The archive function — a dedicated tab in the chat list plus an archive action on the patient profile — solved an information-architecture problem: previously every "inactive" patient (whether inactive two weeks or several months) lived in one undifferentiated tab. Letting caregivers archive patients who are "lost" per routine restored a meaningful, manageable structure.

5-Star Reviews on the Caregiver Page

Edge cases and empty states are part of the happy path. I designed the logic to look back up to three months when the latest month has no 5-star reviews, plus a dedicated empty state for caregivers (often new ones) with none yet. Planning for "what if there's no data" up front kept the feature from feeling broken for the people who need encouragement most.

Protect privacy even in positive features.Because the reviews are anonymous, I showed only month and year rather than exact dates, removing a detail that could help identify a patient. Safety considerations don't pause for feel-good features.

Emotional design can serve a real goal. A motivating title ("Såhär påverkar du") and visible star ratings were intentional choices to show caregivers their impact and reinforce the behavior — design in service of motivation, not just information.