Championing Mental Health @ Talk it out
Estimated 10 min read
How did I create impact?
This app transforms mental health support for 42,000 University of Waterloo students by streamlining access, improving resource navigation, & cutting wait times from 3 days to 1.
What makes this case study unique?
I independently led the entire process—from problem identification to presenting the solution to the university. Through 2 rounds of research and usability testing, I delivered data-driven, impactful solutions that prioritized accessibility.
Rising Mental Health Issues in University Students
From 2013 to 2021, depression rates among U.S. college students increased by 135% & anxiety rates rose by 110% (Boston University, 2022)
University of Waterloo isn’t doing much better (yikes).
It’s academic rigor, intensive co-op program, & long winters significantly contribute to overwhelming student stress , sparking protests for lack of adequate mental health support.
(University of Waterloo’s unofficial official mascot)
Why This Issue is Important to Me
As a peer support volunteer at UW (University of Waterloo), I observed students' growing frustrations with accessing mental health services and I wanted to do something about it.
Guess what? Improving mental health services is a win for both students and the University.
It fosters students’ well-being, creates a better learning environment, and improves University of Waterloo’s reputation.
Research: Hurdles to Getting Help
I interviewed 10 students and the Peer Support Program Coordinators to learn more about the barriers to access help. Here’s what I discovered
Redundant Processes
Lengthy Wait Times
Confusion
About Services
Inaccessible Counseling Hours
1. Inaccessible Counseling Hours: Limited availability makes it difficult for students to schedule suitable sessions.
2. Redundant Processes: Students faced extended delays before receiving confirmations or appointments.
3. Confusion About Services: Uncertainty about which services fit their needs caused delays & frustration.
4. Lengthy Wait Times: Uncertainty about which services fit their needs caused delays & frustration.
Visualizing the Problem: User Flow
Minimum 3 day wait before hearing back about appointment.
Why the wait? Because 5 emails are sent between 3 people! (so redundant!)
Ideation: Breaking Down Barriers
Leveraging the insights from my research, I focused on creating a system that improved accessibility to the University’s mental health resources
Usability Testing Assumptions
I assigned participants tasks to validate if these designs streamlined access to mental health. Here are 3 pain points I discovered:
Leveraging User Insight for Refinement
Building on feedback, I streamlined navigation to better guide students to resources. Here's a snapshot of some of design choices I made.
Building a Design System That Conveys Support
Mood board pulling inspiration from other mental health apps like headspace & calm.
Landing Page Inspiration: Finding Light During Dark Times
With the design system finalized, I set out to craft an onboarding experience that felt both calming and hopeful—a space that welcomes users with warmth and reassurance.
The Northern Lights are a symbol of wonder and resilience, offering light even in the darkest nights. Inspired by their glow, I designed the landing page to bring hope to a space where users feel supported from the moment they land.
Final Designs
One-time Onboarding
Fill out a form once instead of every time you need help, reducing mental load and making access to support faster and easier—especially when you need it most.
Centralized Resources
All mental health resources in 1 place, with resource cards for quick navigation. Cards can be expanded to learn more details about each service.
Streamlined Appointments
Reducing wait times by 60%, this flow eliminates repetitive emails and delays so students can access support faster and with less friction.
Emergency Hotlines
Direct access to crisis support, ensuring students can get immediate help when needed.
A Pitch for Wellness
I presented the final designs and findings to university leadership over several rounds, emphasizing:
1. Critical Need: Addressing growing student mental health crisis will prevent dire consequences
2. Immediate Impact: App cuts wait times from 3 days to 1 day, a 60% reduction.
3. Institutional Benedit: Improving student well-being enhances university satisfaction and reputation.
Result?
The project is now being leveraged as a framework for improving the existing system!
Learnings and Reflections
1. The Intersection of Passion & Skill
This project allowed me to combine my psychology degree with UX design, with propelled my drive to use my skills to advocate for change.
2. The Power of Mentorship
Although I worked solo, I actively sought mentorship from ADPList industry leaders, refining my approach through weekly feedback sessions.
3. Never Underestimate Student Advocacy
With the help of peer support coordinators, I saw firsthand how student advocacy can drive systematic change, even when the odds seem against us. This reinforces the power of design in shaping better mental health support systems.
That’s one win—let’s check out another!
