In This Case Study

One of the world's largest providers of employee assistance programs (EAP), with more than 70,000 therapists serving members across 190 countries, sought to modernize member engagement with an omnichannel approach.

Challenge 

Despite the fact that its therapists routinely navigated countless technologies for calendar, practice management and communications, this EAP provider was still following a completely manual set of workflows to onboard members seeking mental health services. No digital self-service option was in place to expedite the process of exploring, selecting and scheduling services with a diagnostically appropriate therapist who met the member's social, cultural and linguistic needs.

Instead, in-house therapy consultants conducted detailed intake interviews and screening assessments over the phone, followed by a manual review of member and therapist data across several disparate technologies. This tedious process often required multiple email and telephonic touchpoints and follow ups.

The EAP provider sought to develop a digital solution to automate, simplify and streamline these intake workflows for the sake of its therapy consultants and members.

What we built 

Beginning with end-user empathy-mapping and stakeholder alignment workshops, we helped the EAP provider map out desired application features against expected business impact. Using an agile methodology, our team of software engineers, UX/UI designers, product managers and healthcare experts then developed and executed on a prioritized product roadmap designed to continuously deliver near-term value.

Beginning with a minimum viable product, our Application Services team iteratively moved along the roadmap toward final product release. In the end, we built a fully mobile responsive web application that features an elegantly intuitive user experience that enables digital intake, assessments and surveys, search and match functionality, dynamic appointment scheduling, and resource/content access.

Outcomes 

Enabling a superior digital experience for members and therapists has further cemented the EAP provider's market advantage in winning and retaining new member organizations, including key target companies in the Fortune 10. 

The EAP provider has also been a significant decrease in time spent on repetitive manual tasks by therapy consultants, freeing them to do more "top-of-license" work for members. As a result, the provider has reported a significant increase in employee satisfaction among its many therapy consultants.