• Color scheme felt clinical: Users associated bright green and white with hospitals; preferred natural, muted tones—but didn’t view color as a critical usability issue.

• Keep It Simple, Stupid (K.I.S.S.): Simplicity was essential to reduce cognitive load for emotionally vulnerable users.

• Empowerment through choice: Users valued autonomy—being able to define preferences and needs made the experience feel more personal and supportive.

• Lack of confirmation caused uncertainty: Users wanted clearer feedback that actions (e.g., bookings) were successfully completed—especially important in mental health contexts.

• Integrating National Health Insurance & My Number Card: Identified a UX opportunity to reduce friction by enabling insurance scanning during onboarding.

• In-person interviews revealed deeper insights: Face-to-face conversations were more emotionally revealing than remote interviews.

• Users preferred a familiar subscription model over a traditional checkout; Since the process is longer, insurance breakdowns added clarity and justified the process—highlighting the importance of transparency in payment design.

• Progress indicators improved engagement: Users appreciated visual cues and supportive microcopy during onboarding—it kept them motivated and oriented.

To view these summarized insights in greater depth, please refer to the full case study, where each topic is explored with detailed context, research findings, and design rationale.