My Mirror, a telehealth startup, partnered with Devotion to create an accessible mental health service for all Australians. With mental illness affecting 1 in 5 Australians and costing over $60 billion annually, immediate action was needed. Their goal was to offer an affordable, user-friendly online service that would reduce stigma and support the 54% of Australians with mental health issues who aren’t currently seeking help.
My Mirror launched as an online mental telehealth service, offering stepped-care psychology services to all Australians. The platform sought to eliminate most geographical, financial, and time-related accessibility barriers to seeking therapy by providing Australians with 21-hour-a-day access to registered online psychologists from any location, using their own devices.
The platform needed to consider what the government required in order to provide a rebate on the service from Medicare—and how to communicate this to the patients, making the booking of the most relevant psychologist as seamless as possible.
A significant challenge for this project was the necessity of catering to three very different audiences. While they rely on each other for the telehealth service to work, the needs of patients, psychologists, and general practitioners (GPs) are unique.
Patients needed to immediately grasp the My Mirror ʻtalk therapyʼ proposition, find a psychologist, schedule and manage sessions, and engage in post-booking activities, such as reviewing their session notes. Psychologists needed to register on the platform, manage their availability (as part of the ‘gig economy’), handle bookings, and produce and review session notes, whether they were a resident psychologist or not. GPs needed to receive correspondence from the treating psychologists, issue referrals, and provide Mental Health Care Plans.
On top of the customer experience challenges, processing rebates for telehealth required complex logic, as did payments to psychologists. A robust architecture of services was needed, with Kontent.ai at the core, handling all content-related requirements.
Devotion assessed the audience’s requirements and determined that creating audience-specific user journeys was the best line of action. Three contextual ‘entry’ pages were designed: one for patients, one for psychologists, and one for general practitioners. While a single login function served all three audiences, the account creation process was unique, with the ability to switch between audience groups, if required.
The solution used a microservices architecture, ensuring best-of-breed services for all essential functions. The authoring experience was powered by Kontent.ai, which allowed My Mirror to focus on what they wanted to say and how they wanted to say it without having to worry about how the pages would look. This challenge had been addressed upfront by crafting a seamless and frictionless user experience for the specific audience groups.
Kontent.ai was integrated with the following platforms:
Though still in MVP (Minimum Viable Product)—and therefore with a lot more enhancements and functionality to be built—the platform already operates with complex rules, including:
With the launch of My Mirror, Australians have been provided a readily available telehealth service to help build their psychological resilience, develop stronger relationships, become more productive, and become happier within themselves.
Some key results include:
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