UI/UX Design

Tele MANAS Counsellor's Platform

Empowering Counsellors for Effective Mental Health Support
Client

MoHFW (Govt. of India)

expertises

UI/UX Design

Industry

Public Health

Timeline

3 Months

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Project details

Overview
The Problem
The solution
the approach
The impact

Overview of Project Epsilon

Tele MANAS, an initiative by the Ministry of Health and Family Welfare (MoHFW), provides mental health counseling services across India. To support counselors in delivering empathetic and efficient care, we designed the Tele MANAS Counsellor's Screen V2, focusing on refining user experience and streamlining workflows. This redesign aimed to address challenges in the existing V1 platform, ensuring counsellors have the tools they need to serve callers effectively.

The problem

Challenges in V1 Design

Despite its potential, V1 of the Tele MANAS Counsellor's Screen presented several usability and workflow challenges that hindered its efficiency:

  • Counselors struggled to locate essential features like patient details, call history, and call resolution.
  • The placement of features disrupted natural counseling workflows, increasing task completion times.
  • Missing functionalities like streamlined callbacks, easy record access, and integrated resources affected user satisfaction.
  • Existing design constraints restricted major overhauls to elements like the navbar and telephony panel.
  • Drastic interface changes risked alienating users accustomed to V1.

The need for a design overhaul was clear but had to be balanced with user familiarity, tight deadlines, and the constraints of the system.

The solution

A User-Centered Redesign

The Tele MANAS Counsellor's Screen V2 embraced an iterative and user-driven approach to address the challenges:

  1. Enhanced existing functionalities like call management and patient records while maintaining interface consistency with V1.
  2. Resolved navigation inefficiencies by rethinking feature placement and visual hierarchy to align with counselors' workflows.
  3. Introduced a robust Knowledge Base Page to serve as a one-stop hub for training materials, user guides, and counselor manuals.
  4. Adopted a clean, uncluttered design with improved visual hierarchy to ensure usability and ease of navigation.
  5. Opted for incremental updates to minimize disruption and ensure a smooth transition for V1 users.
the Approach

Understanding Users

The redesign process began with an in-depth exploration of user needs and behaviors:

  • User Personas: Developed personas representing diverse counselor roles to tailor solutions effectively.
  • User Interviews: Conducted semi-structured interviews with 5 counselors from NIMHANS (Tele MANAS cell & Apex center)to identify pain points and gather feedback.
User flow for counsellor's platform

Design Process

  • User Flows: Mapped pathways for key actions like call management, IVR access, and counseling workflows to create a seamless experience.
  • Sitemaps: Organized features into a logical hierarchy, ensuring counselors could efficiently navigate the platform.
  • Wireframes: Created low-fidelity wireframes to visualize layout improvements and conducted review sessions within out internal teams to gather early feedback and did iterations.
  • Design System: Standardized UI components for consistency across screens, supporting scalability and alos for efficient collaboration with development team.
  • Mockups: Delivered high-fidelity interactive prototypes showcasing the refined interface and new features, validated through usability testing.

Collaboration and Feedback

  • Maintained clear communication between design team and development team. Also participated in rigorous testing and UI reviews to check implementation compliance with the delivered designs alongside the testing team
  • Conducted iterative feedback sessions with counselors and the NIMHANS team to refine designs based on real-world needs.
the impact

Closing Thoughts

The redesign of the Tele MANAS Counsellor's Screen V2 delivered measurable improvements:

  • Addressed pain points in navigation and workflow, enabling counselors to manage calls more efficiently.
  • Decreased average call duration from 10 minutes (V1) to 7 minutes (V2), reflecting enhanced usability and streamlined workflows.
  • Positive feedback from usability tests and surveys indicated higher satisfaction rates among counselors and callers.
  • Achieved a approx. 70% increase in completed outbound calls, showcasing better engagement and follow-up.
  • The Knowledge Base Page empowered counselors with comprehensive resources, improving service quality.

Usability Testing Results

  • Counselors successfully completed tasks like accessing resources and managing calls with significantly fewer errors.
  • Improved task completion times and reduced navigation complexities within the form.
  • Counselors appreciated the simplicity, clarity, and intuitive flow of the redesigned interface.

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The Tele MANAS Counsellor's Screen V2 exemplifies the power of user-centered design in overcoming challenges and delivering impactful solutions. By prioritizing user needs, leveraging feedback, and maintaining a collaborative approach, the platform successfully evolved into a tool that enhances counselor efficiency, satisfaction, and the quality of mental health services across India.

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