WINNIE TAM

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WINNIE TAM

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WINNIE TAM

Convey

Convey

Convey

Creating a wholesome conversation environment for mental health patients and their support circle

Creating a wholesome conversation environment for mental health patients and their support circle

Creating a wholesome conversation environment for mental health patients and their support circle

ROLE

UX + Interaction Design

TEAM

3 Product Designers

TOOLS

Figma, FigJam, Miro

TIMELINE

VXP Protothon

The Problem

Communication between mental health patients and their support network is stressful and exhausting, resulting in miscommunication that negatively impacts their relationship

Communication between mental health patients and their support network is stressful and exhausting, resulting in miscommunication that negatively impacts their relationship

Communication between mental health patients and their support network is stressful and exhausting, resulting in miscommunication that negatively impacts their relationship

HMW improve the communication process between mental health patients and their support network to better address the miscommunication problem?

HMW improve the communication process between mental health patients and their support network to better address the miscommunication problem?

The Solution

A messaging app that equips mental health patients and their support network with active communication tools to reduce miscommunication and minimize stress

View Solution

The Solution

A messaging app that equips mental health patients and their support network with active communication tools to reduce miscommunication and minimize stress

View Solution

The Research

We conducted an SME interview with a LMFT, 5 user interviews (3 support network, 2 mental health patients) to assess the attitudes IP and SN’s had towards one another when communicating

We conducted an SME interview with a LMFT, 5 user interviews (3 support network, 2 mental health patients) to assess the attitudes IP and SN’s had towards one another when communicating

Findings

Grievance #1

Lack of Literacy

Without a safe space to convey their feelings in a productive and healthy way, loved ones feel helpless and frustrated not knowing how to diffuse intense emotions during a heated conversation

Grievance #2

Lack of Clear Boundaries

Both parties (loved ones and mental health patients) are unsure how to set boundaries and/or communicate without either parties becoming defensive and upset

How Might We

Hi

Not great. Feeling anxious and mad

Hello. How are you?

Why? What are you mad about?

What are you talking about? I don’t understand

Chat

is feeling anxious

Jane Hollingsworth

Messages

Profile

Your Network

Interactive Prototype

"I" Statements

"I" Statements

"I" Statements

to bridge the communication gap and structure the conversation between patients and their support network

to bridge the communication gap and structure the conversation between patients and their support network

to bridge the communication gap and structure the conversation between patients and their support network

Timed Pauses

Timed Pauses

Timed Pauses

to help alleviate tension and provide a safe space for both patients and their support network

to help alleviate tension and provide a safe space for both patients and their support network

to help alleviate tension and provide a safe space for both patients and their support network

Hi

Not great. Feeling anxious and mad

Hello. How are you?

Why? What are you mad about?

What are you talking about? I don’t understand

Chat

is feeling anxious

Jane Hollingsworth

Messages

Profile

Your Network

Click Me :)

The Design

Once we finalized our research findings, we wanted to ensure our designs could be easily integrated into our users' current frame of reference with little to no friction

Once we finalized our research findings, we wanted to ensure our designs could be easily integrated into our users' current frame of reference with little to no friction

User Flows

The first iteration of Convey took inspiration from messaging apps such as Whatsapp and medical alert devices. I leveraged this current framework to ensure that patients and their support network who are experiencing miscommunication problems don't stress trying to navigate a novel experience

First Pass

With the initial ideations in mind, we started wireframing what the experience would look like from both perspectives: as a mental health patient and as a support network of a patient

With the initial ideations in mind, we started wireframing what the experience would look like from both perspectives: as a mental health patient and as a support network of a patient

Welcome to Convey!

Please sign in.

CREATE ACCOUNT

SIGN IN

Email

Password

Splash Screen

What can we help you with?

This helps us personalize your space.

Skip

Second line of text

Reason

Second line of text

Reason

Second line of text

Reason

Second line of text

Reason

Second line of text

Reason

Second line of text

Reason

Onboarding 1

Who do you want to work on this with?

Invite your loved ones to have a moderated conversation with

Skip

ActionPrimary

Add Phone Number

Phone Number

􀆉

Second line of text in here for this card element or component.

Not now

Continue

“XXX” would like to access your contacts

Onboarding 2

Please enter your phone number to verify your account

Invite your loved ones to have a moderated conversation with

Done

ActionPrimary

Add Phone Number

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1

Phone Number

Onboarding 3

You don’t listen!

Stop whining. I don’t

understand you.

Not great obviously. Help

me!

Just got a notification...

How are you feeling?

Second line of text

Jasmine T.

Chat

Go

space

123

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User Chat

These messages look rad!

Ah, thanks! You’re pretty
great too!

But you do have lots of

friends! You’re one really
awesome human!

Message text in here in

this style to look like you

have lots of friends!

Second line of text

Profile name

􀅼

􀆉

Chat

Go

space

123

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Q

Time for a reset.

How do you want to get the conversation back on track?

PAUSE

SWITCH TO “I” STATEMENTS

Reset Screen

These messages look rad!

Ah, thanks! You’re pretty
great too!

But you do have lots of

friends! You’re one really
awesome human!

Message text in here in

this style to look like you

have lots of friends!

Second line of text

Profile name

􀅼

􀆉

Chat

I feel

Frustrated

when you

tell me that I’m not a good

listener

because

it makes me

feel unappreciated.

I’d appreciate it if

Suggest action for them

Form your “I” Statement

Go

space

123

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"I" Statement Form

Just got a notification...

How are you feeling?

I feel frustrated when you

tell me that I’m not a good

listener because it makes me

feel unappreciated.

I’d appreciate it if you

understood that I’m trying

my best.

Chat

RETURN HOME

Conversation is paused until Name Name has sent their “I” statement

Not great obviously. Help

me!

is feeling worried

Jasmine T.

Paused Chat

I feel frustrated when you

tell me that I’m not a good

listener because it makes me

feel unappreciated.

I’d appreciate it if you

understood that I’m trying

my best.

is feeling worried

Jasmine T.

Chat

Go

space

123

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Q

Conversation has resumed

I feel frustrated when you

tell me that I’m not a good

listener because it makes me

feel unappreciated.

I’d appreciate it if you

understood that I’m trying

my best.

Resumed Chat

These messages look rad!

Ah, thanks! You’re pretty
great too!

But you do have lots of

friends! You’re one really
awesome human!

Message text in here in

this style to look like you

have lots of friends!

Second line of text

Profile name

􀅼

􀆉

Chat

Go

space

123

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How long do you want to pause?

The entire text chain will be notified when the pause is over.

40

Minutes

PAUSE UNTIL THERAPIST INTERVENES

CONFIRM & START TIMER

Timed Pause Form

These messages look rad!

Ah, thanks! You’re pretty
great too!

But you do have lots of

friends! You’re one really
awesome human!

Message text in here in

this style to look like you

have lots of friends!

Second line of text

Profile name

􀅼

􀆉

Chat

Go

space

123

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Q

Pause for 40 minutes?

Confirm that you’d like to take a break from this conversation..

40

Minutes

CONFIRM & START TIMER

Timed Pause Confirmation

These messages look rad!

Ah, thanks! You’re pretty
great too!

But you do have lots of

friends! You’re one really
awesome human!

Message text in here in

this style to look like you

have lots of friends!

Second line of text

Profile name

􀅼

􀆉

Chat

Go

space

123

M

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Paused confirmed!

Go and take some time for yourself. You deserve it.

40

Minutes

RETURN HOME

Pause Confirmed

Usability Test Plan

Usability Test Plan

Scope: Convey iOS Mobile App

Scope: Convey iOS Mobile App

Purpose: Do users feel safe during their heated conversations using the app? Are users able to easily format their conversation to foster healthy communication? Do users understand the format options?

Purpose: Do users feel safe during their heated conversations using the app? Are users able to easily format their conversation to foster healthy communication? Do users understand the format options?

Constructs: Functionality, Efficiency, Errors, Satisfaction

Constructs: Functionality, Efficiency, Errors, Satisfaction

Schedule/Location: Online Moderated User Testing, 08/28 - 09/05

Schedule/Location: Online Moderated User Testing, 08/28 - 09/05

Sessions: 30 Minutes

Sessions: 30 Minutes

Equipment: Desktop or Laptop, Zoom, Recording Audio and Video

Equipment: Desktop or Laptop, Zoom, Recording Audio and Video

Participants: Support Network, Patients

Participants: Support Network, Patients

Scenario: Engage a friend going through an emotional episode while also establishing boundaries. You are feeling frustrated with your conversation and need to find a way to communicate that

Scenario: Engage a friend going through an emotional episode while also establishing boundaries. You are feeling frustrated with your conversation and need to find a way to communicate that

Metrics: Ease of use, satisfaction of task

Metrics: Ease of use, satisfaction of task

Quantitative Metrics: Successful completion rates

Quantitative Metrics: Successful completion rates

Participants

Participant 1

Early 20's

"It's easy for me to sprinkle in bull**** when I'm mad at her. As her support, I know it's not helpful. This would reduce that because there is a format and you really can't deviate from it. But if you do, then you can choose the pause"

"It's easy for me to sprinkle in bull**** when I'm mad at her. As her support, I know it's not helpful. This would reduce that because there is a format and you really can't deviate from it. But if you do, then you can choose the pause"

Participant 2

Early 30's

"This was really easy to use. I see why I'd need it. It's basically like an educational tool that'll help train me to speak in that way. I feel I'd remember this app while talking in person … and that helps"

"This was really easy to use. I see why I'd need it. It's basically like an educational tool that'll help train me to speak in that way. I feel I'd remember this app while talking in person … and that helps"

Participant 3

Early 50's

"Being concise is good for someone like me. And being guided when I'm emotional is also good. This is kind of like a translator app … but for those who are being super emotional"

"Being concise is good for someone like me. And being guided when I'm emotional is also good. This is kind of like a translator app … but for those who are being super emotional"

Usability Test Insights

Usability Test Insights

Users felt safer engaging in a potentially toxic or unproductive conversation due to the added comfort of -

Users felt safer engaging in a potentially toxic or unproductive conversation due to the added comfort of

Users felt safer engaging in a potentially toxic or unproductive conversation due to the added comfort of -

  1. "I" statements helps them not get out of hand with their own emotions

  1. "I" statements helps them not get out of hand with their own emotions

  1. "I" statements is a great way to prevent the conversation from derailing and becoming unproductive or defensive

  1. "I" statements is a great way to prevent the conversation from derailing and becoming unproductive or defensive

  1. The pause button creates a sense of safety by allowing an "out" with a cooling off period

  1. The pause button creates a sense of safety by allowing an "out" with a cooling off period

  1. The option of waiting for a moderator (therapist, counselor, etc.) to chime in and be a "voice of reason"

  1. The option of waiting for a moderator (therapist, counselor, etc.) to chime in and be a "voice of reason"

Design Iterations

Moving "check-in" to before entering chat

Adding countdown timer after user action

Final Learnings

Final Learnings

Analyze in depth

Analyze in depth

I believe I could have spent more time analyzing what methodologies were best to apply to our research rather than assume a common approach. In our retro, what we actually needed during our research synthesis was an empathy map rather than affinity

I believe I could have spent more time analyzing what methodologies were best to apply to our research rather than assume a common approach. In our retro, what we actually needed during our research synthesis was an empathy map rather than affinity

Set Milestones

Set Milestones

Even though we got through most of our agenda, I realized it wasn’t efficient because we were confused on how to execute our key goals. I should’ve spent time to break down our key goals into smaller milestones to reduce cognitive overload and overall confusion.

Even though we got through most of our agenda, I realized it wasn’t efficient because we were confused on how to execute our key goals. I should’ve spent time to break down our key goals into smaller milestones to reduce cognitive overload and overall confusion.

© 2025 Winnie Tam. Built with ☕️ & 💤

© 2025 Winnie Tam. Built with ☕️ & 💤

© 2025 Winnie Tam. Built with ☕️ & 💤