FIND SUPPORT WEBSITE
In the U.S., 3 in 10 people face challenges with mental health, substance use, or alcohol. Many commercial websites offer reliable mental health and substance use information but are often designed to promote products or services deceptively. High-quality mental health information is sometimes available on nonprofit websites, but their design is often terrible on mobile. Our project aimed to create an excellent website experience with high-quality information on mental health and substance use. We used the Stages of Change Model (a.k.a. Transtheoretical Model) to help users progress from contemplation to preparation for behavior change
During this 9-month project, I planned and led all user research, conducting six rounds of studies with participants across the U.S. We began with interviews and concluded with usability testing of a high-fidelity mobile prototype.
Role
Research Lead
DESIGNER
Throughout this project, we researched members of the public in both urban and rural areas as well as specialty populations such as LGBTQI+ and Tribal Nations.
Taking notes during a research session on the prototype and potential names at a federally qualified health center during round 4 of research in Los Angeles, CA.
To reach a diverse audience, we visited remote locations like Morehead, Minnesota, and urban centers like downtown Los Angeles. To ensure inclusivity, we prioritized reaching underrepresented groups, including LGBTQI+ individuals, Native tribes, people with mental health challenges, and the disability community. Given the challenge of achieving full diversity within a single research round of 6–10 participants, we focused on engaging a broad range of people across all rounds. Additionally, we prioritized including Medicaid users in every round of research since
I introduce the team of designers and researchers to the Rainbow Spreadsheet (developed by Tomer Sharon while at Google). It allows for quick analysis and synthesis of results and we used it throughout the 6 rounds of qualitative research.
Example of a low fidelity prototype used for testing
Actions on this project
Research planning
Research Operations
ConducTINg 6 Rounds of Research
UX design recommendations
RESEARCH Reporting
The White House shared the final website on social media as well. The website was designed mobile-first, and it continues to be iterated on and expanded by SAMHSA staff members.
Results
A noncommercial, mobile-friendly website written in plain language based on the public’s needs
~ 500K visitors to the website in 2024
Trained other team members in usability testing and interview techniques
Instructed and supported other team members in using trauma-informed research practices
“Melissa’s passion for creating a truly person-centered mental health resource was infectious. She used her experience to rally team members and leadership around usability research—a new practice to many. Her ability to put participants at ease is unmatched and she has a knack for putting together just the right blend of participants to solicit a wide array of feedback. Throughout the many iterations of the prototype, Melissa conducted deeply impactful and meaningful usability sessions that created a superior final product. I can’t recommend her enough.”