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PHASE 2

CONSUMER PRODUCT PLAN

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PRODUCT PLAN

  1. Concept
  2. Objectives
  3. Current state
  4. Future state + Challenges

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Frictionless, on-demand access to therapy

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Users can buy a monthly subscription plan to talk to The Difference therapists by connecting through the web app, a phone call, or Alexa.

01. CONCEPT

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Build on top of Phase 1:

  1. Connect to a call center CRM
  2. PIN functionality for phone access
  3. PIN functionality for Alexa access

02. OBJECTIVES

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RAILS APP

STRIPE

ZENDESK

PHONE

03. CURRENT STATE

Sign up for /� login to

account

Pick subscription plan

Charge subscription

Grant call credits

START

Request call

Pick up call from queue

Call client via VOIP

Complete call, enter call notes and deduct call credit

Update call credit balance

Send invoice

Request invoice for insurance

Receive call

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04. FUTURE STATE + CHALLENGES

Feature:

  • Users can call in via phone to speak to a therapist

Challenges:

  • Need to build ability for user to set a PIN for security purposes
  • Unable to identify and verify users via Zendesk Talk (no account or PIN features available, therapists would have to ask clients for account name and PIN verbally)
  • Zendesk Support + Talk accounts were deactivated and all custom setups were deleted

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04. FUTURE STATE + CHALLENGES

Feature:

  • Users can request a call via Alexa

Challenges:

  • Need to build ability for user to set a PIN for security purposes
  • Need to restart conversations with Jovo to complete Alexa integration

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04. FUTURE STATE + CHALLENGES

Open questions:

  • Can the prototype be launched without phone and Alexa channels?
  • What is the timeline for phone and Alexa channel launches?
  • Should we explore a new call center system or quickly rebuild Zendesk setup for fast prototype launch?