Cooldown Counseling
Connecting gamers with mental health professionals
Connecting gamers with mental health professionals
Role
Product Owner
Industry
Mental health & wellness
Duration
6 months
Introduction: an idea for a beloved user-base
As a lifelong gamer, I have a deep understanding of the industry's intricacies. From the practices, content, and stories, to the community and passion that fuel this medium, I’ve been immersed in gaming since the 90s. Over time, as both a gamer and a designer, I’ve identified opportunities within the gaming user base that remain unaddressed. This realization inspired me to explore these gaps for my master’s project, with the goal of creating value to the community.
The challenge: a comprehensive research project
For my master’s degree, I was tasked with developing a full-scale project that incorporated all the tools and methodologies taught in the program, including the Double Diamond process (human-centered design), primary and secondary research, finance for design, as well as user experience (UX) and user interface (UI) principles.
With a clearly defined target audience, I began by thoroughly researching the gaming community to better understand their needs and behaviors.
Introduction: an idea for a beloved user-base
As a lifelong gamer, I have a deep understanding of the industry's intricacies. From the practices, content, and stories, to the community and passion that fuel this medium, I’ve been immersed in gaming since the 90s. Over time, as both a gamer and a designer, I’ve identified opportunities within the gaming user base that remain unaddressed. This realization inspired me to explore these gaps for my master’s project, with the goal of creating value to the community.
The challenge: a comprehensive research project
For my master’s degree, I was tasked with developing a full-scale project that incorporated all the tools and methodologies taught in the program, including the Double Diamond process (human-centered design), primary and secondary research, finance for design, as well as user experience (UX) and user interface (UI) principles.
With a clearly defined target audience, I began by thoroughly researching the gaming community to better understand their needs and behaviors.
Stage 1: Getting to know the people behind the screen
Choosing a niche population for my masters thesis my goal was to create a valuable product tailored to their needs, I started researching trends and conducting interviews with several candidates. However, I quickly encountered a challenge: many participants were hesitant to meet in person. This proved to be a key factor that would shape the direction of the project going forward, as it became a valuable insight along as the results of the following activities:
Trend analysis and demographic insights
Desk research and benchmark analysis
In-depth interviews and surveys
As I delved deeper into understanding my users and analyzing current needs, scenarios, and trends, I realized that the opportunities in the demographic were greater than I initially anticipated. While I originally focused on physical issues like eye strain or hand discomfort, further research revealed a more pressing, overlooked need: mental health. This insight became the foundation for developing my user persona.
Stage 1: Getting to know the people behind the screen
Choosing a niche population for my masters thesis my goal was to create a valuable product tailored to their needs, I started researching trends and conducting interviews with several candidates. However, I quickly encountered a challenge: many participants were hesitant to meet in person. This proved to be a key factor that would shape the direction of the project going forward, as it became a valuable insight along as the results of the following activities:
Trend analysis and demographic insights
Desk research and benchmark analysis
In-depth interviews and surveys
As I delved deeper into understanding my users and analyzing current needs, scenarios, and trends, I realized that the opportunities in the demographic were greater than I initially anticipated. While I originally focused on physical issues like eye strain or hand discomfort, further research revealed a more pressing, overlooked need: mental health. This insight became the foundation for developing my user persona.
Stage 2: Pivoting based on learnings
Throughout my eight years as a UX designer, I’ve often encountered moments like this, and they never fail to amaze me. One consistent lesson I’ve learned is that users are our most valuable asset as designers, often offering insights even when they aren’t speaking directly. In this project, the real message was hidden in how gamers expressed themselves within their communities and their thoughts on related games. It became clear that the industry needed something to address mental health.
At this point, I decided to pivot my focus—from creating a product to offering a service. With this shift, I began developing the following key assets for the project:
Branding and naming
User journeys and scenarios
Stakeholder management and engagement
Stage 3: Creating the initial platform
Continuing with my research project, I began by creating wireframes using UX and UI tools to quickly test them with a new group of stakeholders: psychologists. Since the project now involved a new type of user, fast testing was crucial. Leveraging my no-code skills, I was able to gather valuable insights to design the new screens for our service, Cooldown Counseling—a platform connecting gamers with mental health experts.
A key takeaway from this phase was the importance of using familiar tools for rapid testing. I quickly realized that psychologists had significantly different needs compared to gamers. Their focus was more on simple connectivity rather than elaborate digital features or visual complexity.
Stage 3: Creating the initial platform
Continuing with my research project, I began by creating wireframes using UX and UI tools to quickly test them with a new group of stakeholders: psychologists. Since the project now involved a new type of user, fast testing was crucial. Leveraging my no-code skills, I was able to gather valuable insights to design the new screens for our service, Cooldown Counseling—a platform connecting gamers with mental health experts.
A key takeaway from this phase was the importance of using familiar tools for rapid testing. I quickly realized that psychologists had significantly different needs compared to gamers. Their focus was more on simple connectivity rather than elaborate digital features or visual complexity.
Stage 4: Recreation and launch
In this phase, I redesigned the screens I had initially developed to streamline the connection process between users and psychologists, making the interface more user-friendly and efficient.
As I finalized the project, I successfully enlisted three psychologists to collaborate with me. The connectivity was established through the website, and the experiment was a success. Gamers who connected via the platform received attention they hadn’t realized they needed.
Often introverted outside of gaming, many gamers are hesitant to seek help. However, through targeted keyword searches, they discovered Cooldown Counseling and ultimately connected with psychologists, leading to regular therapy sessions, this outcome proved that even within niche communities, solutions can be created to provide significant value.
Stage 4: Recreation and launch
In this phase, I redesigned the screens I had initially developed to streamline the connection process between users and psychologists, making the interface more user-friendly and efficient.
As I finalized the project, I successfully enlisted three psychologists to collaborate with me. The connectivity was established through the website, and the experiment was a success. Gamers who connected via the platform received attention they hadn’t realized they needed.
Often introverted outside of gaming, many gamers are hesitant to seek help. However, through targeted keyword searches, they discovered Cooldown Counseling and ultimately connected with psychologists, leading to regular therapy sessions, this outcome proved that even within niche communities, solutions can be created to provide significant value.
Results and learnings
As a long-time gamer and enthusiast of the medium, it was incredibly gratifying to contribute value to the community I developed a research project that resulted in over 100 pages of detailed research and design, ultimately helping three gamers connect with mental health experts.
As a designer, my goal is always to help people, and in this project, that goal was more than achieved. Creating a website to facilitate this connection was a highly rewarding way to make a difference.
In the end I delivered:
A fully responsive subscription website
Comprehensive primary and secondary research
And developed key learnings:
The user is central to our work as designers and the most critical element
Monetization and gamification can enhance the value of a product
Pivoting can sometimes be the most valuable step in a project
Results and learnings
As a long-time gamer and enthusiast of the medium, it was incredibly gratifying to contribute value to the community I developed a research project that resulted in over 100 pages of detailed research and design, ultimately helping three gamers connect with mental health experts.
As a designer, my goal is always to help people, and in this project, that goal was more than achieved. Creating a website to facilitate this connection was a highly rewarding way to make a difference.
In the end I delivered:
A fully responsive subscription website
Comprehensive primary and secondary research
And developed key learnings:
The user is central to our work as designers and the most critical element
Monetization and gamification can enhance the value of a product
Pivoting can sometimes be the most valuable step in a project
Other projects
Codeyssey
A SaaS platform for children to learn coding skills
Core home
A marketplace for exclusive curated furniture
Momlancers
Connecting business with professional women
Pans & Co.
A hub that connects experts with new recruits
Copyright 2024 Ivar Arriola
Copyright 2024 Ivar Arriola
Copyright 2024 Ivar Arriola