Capture detailed patient information through a flexible Typeform intake.
A connected operating system for online therapy.
continualatam wanted online therapy to feel premium, reliable, and intentionally managed, so patients could trust that a real system supported every step of their care. Internally, the team needed clear rules and repeatable processes that made it easier to onboard therapists and manage them as the service grew.
- Client
- continualatam
- Role
- Design · Project management
- Period
- 2023 to 2026
- Live site
- Visit site
CORE EXPERIENCEOne journey.
One journey.
Two standards.
The same system shapes what patients experience and how the team works behind it.
Patient journey
A clear path from first contact to care.
- 01Onboard
Capture detailed patient information through a flexible Typeform intake.
- 02Match
Let patients filter psychologists and choose according to their preferences.
- 03Schedule
Coordinate availability and create the appointment.
- 04Pay
Confirm payment before the scheduled session can take place.
- 05Meet
Generate links and run the therapy session online.
Operating standards
The rules that keep every handoff consistent.
- 01Flexible intake
Refine questions in Typeform without rebuilding the platform.
- 02Preference-led matching
Combine patient filters with consistent clinic criteria.
- 03Valid appointment states
Block shortcuts and guide every scheduling decision.
- 04Payment required
Keep the session locked until payment is confirmed.
- 05Guided follow-through
Keep therapists aligned with the clinic’s procedures.
Refine questions in Typeform without rebuilding the platform.
Let patients filter psychologists and choose according to their preferences.
Combine patient filters with consistent clinic criteria.
Coordinate availability and create the appointment.
Block shortcuts and guide every scheduling decision.
Confirm payment before the scheduled session can take place.
Keep the session locked until payment is confirmed.
Generate links and run the therapy session online.
Keep therapists aligned with the clinic’s procedures.
The challenge
Patient intake, psychologist availability, payments, and appointments all affect one another. Handling them across disconnected tools created manual work at every handoff and made it harder for the clinic to deliver a dependable experience at scale.
The response
The platform brings matching, calendars, appointments, and payments into one operating system. Built-in rules guide therapists through the right steps and prevent invalid appointment states, raising the team’s standard of care while giving patients a consistently thoughtful experience.
Design foundation
The design system came first.
My first step was creating the design system and the components needed across every part of the platform. With that shared foundation in place, I could begin refining user flows and setting up the product immediately without losing visual consistency.
Type systemAa
OxygenTitles · SemiboldInterInterface · Regular
Friendly, direct hierarchy for patient care and daily operations.
Brand palette
Deep navy foundations with coral actions, calm blues, and clear functional states.
Interface language
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Session with AndreaMonday 16 Jan · 09:30 AM
CompletedAppointment notes
Product behavior
Rules shaped the system. Change shaped how I built it.
I began with a defined set of clinic rules, but knew those rules would evolve as the platform changed the problems the team faced. User flows, screens, and internal processes were designed as adjustable parts, making it easier to introduce new controls and procedures without rebuilding the experience.
Complete operating layer
The interface was only one layer.
The product connected front-end experiences, operational services, and external systems into one dependable workflow for patients, administrators, and psychologists.
Google Calendar connections handled psychologist availability and appointment updates. Stripe and N1CO gave patients regional payment options, with routing logic presenting the best available provider. Email reminders kept patients informed and helped psychologists complete every required step around their appointments.
User guides
Support that was there when people needed it.
The platform was simple and intuitive, but new people joined often and personalized onboarding was not always possible. Support needed to remain available at the exact moment a question appeared.
I created role-specific user guides for administrators and psychologists, covering sensitive flows, common actions, and the edge cases people were most likely to encounter.
Measurement
Every important action became observable.
A major decision during the design phase was to make measurement part of the platform from the beginning. I defined its core metrics and created a system for tracing logs and meaningful actions across the complete user journey.
I mapped every touchpoint and identified the key flows that could tell me whether the experience was supporting its goals—and where patients or psychologists were struggling along the way.
Those signals made it possible to verify that patients reached care, spot incomplete flows, and confirm that operational rules were working as intended.
intake_completedpreference_selectedappointment_createdpayment_confirmedsession_completed
Design and project leadership
Guiding the project from plan to launch.
I led design and project management, translating the startup’s needs into scope, screen priorities, and clear decisions while coordinating two developers and the Contigo Latam team.
Across eight weeks, I guided planning, screen definition, feedback cycles, implementation reviews, and the final deployment of the platform.
Two additional weeks covered staff training, onboarding verification, and moving existing accounts and patient files into the system so the team could begin with confidence.
Impact · Three years
The impact.
The platform helped continualatam scale its operations, onboard new colleagues more easily, and keep track of patient satisfaction as the service grew.