Snapshot
Challenge
- Low retention (12%)
- Slow onboarding
- Limited recurring revenue
Goal
Create a seamless, therapeutic journey that accelerates time-to-value and sustains long-term engagement.
Outcome
- Retention 12% → 28%
- Repeat-purchase revenue share 14% → 39%
- Onboarding time 21d → 12d
Context & Problem
Mindbloom is the first national provider of clinician‑guided, at‑home ketamine therapy for anxiety and depression. Despite promising clinical efficacy, early‑stage clients stalled after the first program: only a 12% repurchased, citing confusing onboarding, uncertain dosing, and fragmented digital touchpoints. Retention was the #1 business risk as acquisition costs climbed and funding tightened.
Scope & Responsibilities
As the most senior individual contributor on a lean team, I held cross-functional responsibilities spanning product management, design, and analytics. This allowed me to drive strategy, craft the experience, and measure outcomes end to end.
Product Management
- Owned product strategy and roadmap across mobile, web, content, and service
- Drove A/B testing and experimentation strategy
- Launched new pricing model and clinical protocols
Design
- Led UX and UI across mobile, web, and service
- Conducted user research, usability testing, and iterative prototyping
- Created and maintained design system
Analytics
- Defined KPIs for activation, retention, and engagement
- Built product analytics; ran cohort, funnel, and experiment analyses (Amplitude, SQL, GSheet)
- Delivered insights that directly informed roadmap and strategy
Design Process
1
Quarterly User Research Insights
Conduct qualitative (user interviews, usability testing) and quantitative research (feedback surveys, analytics) to deeply understand client needs and uncover UX opportunities.
2
Analyze Trends & Define Opportunities
Synthesize user data into actionable insights; identify patterns, pain points, and areas of improvement through heuristic evaluation and competitive analysis.
3
Hypotheses & Ideation
Develop hypotheses informed by intuition, data, and user insights. Facilitate collaborative cross-functional design workshops to ideate solutions.
4
Experimentation & Iterative Design
Rapidly prototype and conduct usability tests. Ran A/B testing. Iterate designs based on feedback loops.
5
Launch & Continuous Monitoring
Ship validated features. Continuously track performance metrics and user feedback loops to ensure ongoing alignment with client needs.
Notable Launches
Results & Impact
Work Samples
Mobile App
User Research Synthesis
Design System
Reflection & Learnings
- Thoroughness can trump “fast & light”. A longer, more comprehensive sign-up form outperformed the shorter version because it signaled professional rigor and kept prospects who valued a careful screening process.
- Clients want meaningful work between medicine sessions. Interviews and usage logs showed strong appetite for educational content, journaling prompts, and guided reflections—content that ultimately helped sustain the retention lift from 12 % → 28 %.
- Let data overrule “best-practice” instincts. Both findings above contradicted common UX wisdom (“shorter forms convert better” and “keep content minimal”). Running disciplined tests, reading the evidence, and iterating accordingly proved critical to hitting the final impact numbers.
- Scrappy data beats perfect dashboards. Direct SQL queries in Metabase surfaced activation drop-offs months before our BI stack matured, letting the team patch leaks quickly instead of waiting for polished tooling.
- Operational scalability is part of UX. Early MVP forms created hidden workload for support; the client experience only improved once automation launched in parallel—reminding us that backend efficiency is a first-class design concern.