Mend
Physical Therapy
Mend
Physical Therapy
Led research for Mend, a physical therapy companion app, helping patients feel more supported and increasing motivation by ~50% through a more personalized recovery experience.
Led research for Mend, a physical therapy companion app, helping patients feel more supported and increasing motivation by ~50% through a more personalized recovery experience.
MY ROLE
MY ROLE
UX Researcher
UX Researcher
TOOLKIT
TOOLKIT
Figma
Figma
TIMELINE
TIMELINE
June 2024 - May 2025
June 2024 - May 2025
01. CONTEXT & IMPACT
01. CONTEXT & IMPACT
The work I did and the difference it made 👍
The work I did and the difference
it made 👍
Mend started as a senior capstone project at Drexel, but it was grounded in a real problem: staying motivated during physical therapy is hard, especially outside of in-person sessions. Our goal was to create a tool that helped patients feel more motivated, even between appointments. Since this was a self-initiated project, we had the freedom to explore both sides of the experience—what motivates patients and what information physical therapists actually track. A big part of my role was leading research and figuring out how we could reflect real therapist-patient dynamics in a digital product. Even though Mend is still a concept, the work led to some strong early signals and showed that design can play a huge role in keeping people motivated through long, frustrating recoveries. Here’s what that work led to:
Mend started as a senior capstone project at Drexel, but it was grounded in a real problem: staying motivated during physical therapy is hard, especially outside of in-person sessions. Our goal was to create a tool that helped patients feel more motivated, even between appointments. Since this was a self-initiated project, we had the freedom to explore both sides of the experience—what motivates patients and what information physical therapists actually track. A big part of my role was leading research and figuring out how we could reflect real therapist-patient dynamics in a digital product. Even though Mend is still a concept, the work led to some strong early signals and showed that design can play a huge role in keeping people motivated through long, frustrating recoveries. Here’s what that work led to:
Conducted in-depth interviews and surveys with patients and physical therapists to define core needs
Conducted in-depth interviews and surveys with patients and physical therapists to define core needs
Translated emotional and clinical insights into a usable app that felt personal and supportive
Translated emotional and clinical insights into a usable app that felt personal and supportive
Delivered a tested prototype that increased patient motivation by ~50% after use compared to their baseline
Delivered a tested prototype that increased patient motivation by ~50% after use compared to their baseline
02. OVERVIEW
02. OVERVIEW
Motivation meets recovery 🎊
Motivation meets recovery 🎊
Mend transforms physical therapy into a rewarding experience with personalized goals, guided exercises, and real-time progress tracking from physical therapists. Users can stay engaged with streaks, achievements, and milestones that celebrate every win, big or small. Mend helps patients stay on track and see real progress no matter the injury type or timeline.
Over nine months, a team of six students worked together to design and develop Mend, a motivational web app for physical therapy. I focused on research and analysis, leading the synthesis of survey and interview insights from both patients and physical therapists. My work helped shape the product direction and content strategy for the experience. Together, we combined research, design, and development to build a functional prototype backed by multiple rounds of user and validation testing.
Mend transforms physical therapy into a rewarding experience with personalized goals, guided exercises, and real-time progress tracking from physical therapists. Users can stay engaged with streaks, achievements, and milestones that celebrate every win, big or small. Mend helps patients stay on track and see real progress no matter the injury type or timeline.
Over nine months, a team of six students worked together to design and develop Mend, a motivational web app for physical therapy. I focused on research and analysis, leading the synthesis of survey and interview insights from both patients and physical therapists. My work helped shape the product direction and content strategy for the experience. Together, we combined research, design, and development to build a functional prototype backed by multiple rounds of user and validation testing.
03. THE CHALLENGE
03. THE CHALLENGE
The current issue with physical therapy 💪
The current issue with physical therapy 💪
Through surveys and interviews, the team learned that physical therapy offices often overlook the mental aspect of recovery. Patients rarely have access to their progress data, which can make the recovery process feel discouraging.
Patients reported challenges in three key areas that contributed to their lack of motivation:
At-home support 🏠
Most clinics provide paper packets or video demonstrations, which are not personalized or motivating for patients.
Accountability 👋
Without support from their physical therapists at home, patients struggle to stay accountable and keep up with their at-home exercises between physical therapy sessions.
Progress stats 📊
Physical therapists take measurements and track detailed recovery metrics, but patients rarely see this data—leaving them to wonder about their improvement.
The data further emphasized these issues:
0% of interview participants (n = 6) said they had access to progress data throughout their recovery
90% of survey participants (n = 40) reported feeling unmotivated during their recovery process.
Through market research, the team discovered that the leading competitors offering digital tools for physical therapy are white-label solutions provided to clinics with minimal customization. Patients who used these apps described them as “clinical” and “bland,” highlighting an opportunity to create a friendly, engaging solution that actually motivates patients to complete their physical therapy exercises at home.
Through surveys and interviews, the team learned that physical therapy offices often overlook the mental aspect of recovery. Patients rarely have access to their progress data, which can make the recovery process feel discouraging.
Patients reported challenges in three key areas that contributed to their lack of motivation:
At-home support 🏠
Most clinics provide paper packets or video demonstrations, which are not personalized or motivating for patients.
Accountability 👋
Without support from their physical therapists at home, patients struggle to stay accountable and keep up with their at-home exercises between physical therapy sessions.
Progress stats 📊
Physical therapists take measurements and track detailed recovery metrics, but patients rarely see this data—leaving them to wonder about their improvement.
The data further emphasized these issues:
0% of interview participants (n = 6) said they had access to progress data throughout their recovery
90% of survey participants (n = 40) reported feeling unmotivated during their recovery process.
Through market research, the team discovered that the leading competitors offering digital tools for physical therapy are white-label solutions provided to clinics with minimal customization. Patients who used these apps described them as “clinical” and “bland,” highlighting an opportunity to create a friendly, engaging solution that actually motivates patients to complete their physical therapy exercises at home.
04. RESEARCH
04. RESEARCH
Understanding the PT experience 🧠
Understanding the PT
experience 🧠
Through interviews and surveys with both patients and physical therapists, I identified key moments of friction and motivation in the physical therapy journey.
Through interviews and surveys with both patients and physical therapists, I identified key moments of friction and motivation in the physical therapy journey.
Therapist Insights 👩⚕️
I found that physical therapists tend to track the same types of data across patients, which helped define the structured information Mend could rely on. Many therapists also use different motivational styles in person, from encouraging feedback to a tough-love approach, which gave us ideas for how the app could reflect that dynamic.
Therapist Insights 👩⚕️
I found that physical therapists tend to track the same types of data across patients, which helped define the structured information Mend could rely on. Many therapists also use different motivational styles in person, from encouraging feedback to a tough-love approach, which gave us ideas for how the app could reflect that dynamic.
Patient Insights 🤕
I also learned that patients often feel unmotivated because they cannot see their progress clearly. Paper packets felt unhelpful, while personal feedback from their therapist, especially when it responded to how they were feeling that day, made the biggest difference. These takeaways guided our design decisions and helped shape the tone and structure of Mend.
Patient Insights 🤕
I also learned that patients often feel unmotivated because they cannot see their progress clearly. Paper packets felt unhelpful, while personal feedback from their therapist, especially when it responded to how they were feeling that day, made the biggest difference. These takeaways guided our design decisions and helped shape the tone and structure of Mend.
What this informed ✅
My research directly shaped the product experience. It helped shape our ideation around motivational tones and flexible feedback styles based on how patients were feeling, which helped keep things feel a bit more human. I also identified key data points that physical therapists track across patients, which informed how progress could be structured and personalized. The usability testing I led for each fidelity helped us iterate with intention and improve user goals. And after hearing how much patients valued encouragement, I pushed for features that highlight small wins to help keep motivation up over time.
What this informed ✅
My research directly shaped the product experience. It helped shape our ideation around motivational tones and flexible feedback styles based on how patients were feeling, which helped keep things feel a bit more human. I also identified key data points that physical therapists track across patients, which informed how progress could be structured and personalized. The usability testing I led for each fidelity helped us iterate with intention and improve user goals. And after hearing how much patients valued encouragement, I pushed for features that highlight small wins to help keep motivation up over time.
05. ORGANIZING & INFORMING
05. ORGANIZING & INFORMING
Turning research into actionable insights 🤔
Turning research into actionable insights 🤔
To make sense of all the feedback we collected, my co-researcher and I organized our survey and interview notes into color-coded sticky notes. Each color represented a different category: green for helpful moments, red for pain points, pink for unclear areas, yellow for behaviors, blue for missing elements, and gray for anything uncategorized. This gave us a better view of key patterns across patient and therapist experiences. From there, I developed strategies to respond to each category and turned those insights into clear next steps for the product. This directly shaped how features were prioritized and how the app needed to function to meet real user needs.
To make sense of all the feedback we collected, my co-researcher and I organized our survey and interview notes into color-coded sticky notes. Each color represented a different category: green for helpful moments, red for pain points, pink for unclear areas, yellow for behaviors, blue for missing elements, and gray for anything uncategorized. This gave us a better view of key patterns across patient and therapist experiences. From there, I developed strategies to respond to each category and turned those insights into clear next steps for the product. This directly shaped how features were prioritized and how the app needed to function to meet real user needs.
06. VALIDATION TESTING
06. VALIDATION TESTING
How we validated the product 📋
How we validated the product 📋
The final round of usability testing, conducted with six participants, validated Mend’s core value: boosting patient motivation. We used a Wizard of Oz testing approach to simulate the full product experience before engineering was complete. Behind the scenes, we manually controlled screen flows and feature interactions in real time, allowing us to test how the product would feel across different phases of recovery.
To make the test more realistic, we created three scripted runs that represented
different stages of the physical therapy journey: early-stage recovery, mid-stage progress, and a late-stage check-in. This let participants experience how Mend adapts over time and supports users at key moments throughout their healing process. Users engaged with pain and mood check-ins, motivational tone selection, guided exercises, and progress feedback, all triggered manually by the development team. Participants responded positively across all key areas:
The final round of usability testing, conducted with six participants, validated Mend’s core value: boosting patient motivation. We used a Wizard of Oz testing approach to simulate the full product experience before engineering was complete. Behind the scenes, we manually controlled screen flows and feature interactions in real time, allowing us to test how the product would feel across different phases of recovery.
To make the test more realistic, we created three scripted runs that represented
different stages of the physical therapy journey: early-stage recovery, mid-stage progress, and a late-stage check-in. This let participants experience how Mend adapts over time and supports users at key moments throughout their healing process. Users engaged with pain and mood check-ins, motivational tone selection, guided exercises, and progress feedback, all triggered manually by the development team. Participants responded positively across all key areas:
90%
90%
Were motivated by at-home support features
Were motivated by
at-home support features
100%
100%
Were motivated by progress stats
Were motivated by progress stats
95%
95%
Were motivated by accountability features
Were motivated by
accountability features
Most importantly, all participants reported a noticeable increase in motivation—on average around 50% after using Mend compared to when they first started physical therapy. These results helped validate that Mend’s core experience genuinely helped users feel more motivated and encouraged to stay on track.
Most importantly, all participants reported a noticeable increase in motivation—on average around 50% after using Mend compared to when they first started physical therapy. These results helped validate that Mend’s core experience genuinely helped users feel more motivated and encouraged to stay on track.
07. THE SOLUTION
07. THE SOLUTION
Addressing the challenge in our final designs ✅
Addressing the challenge in our final designs ✅
Through research, we were able to address each of the main challenges we started with. To support patients at home, we introduced features like Guided Exercises, Tough or Kind Tone, and Pain & Mood Check-Ins. For accountability, we focused on Streaks, Achievements, and PT-managed Goals. And to help patients clearly see their progress, we added Recovery Metrics and Monthly Recaps to create a more supportive and motivating recovery experience.
Through research, we were able to address each of the main challenges we started with. To support patients at home, we introduced features like Guided Exercises, Tough or Kind Tone, and Pain & Mood Check-Ins. For accountability, we focused on Streaks, Achievements, and PT-managed Goals. And to help patients clearly see their progress, we added Recovery Metrics and Monthly Recaps to create a more supportive and motivating recovery experience.
At-Home Support
Guided Exercises: 3D model demonstrations paired with information, modifications, and more, ensures that patients have everything they need to do their exercises at home
Tough / Kind Tone: The ability to choose their motivation: Tough or Kind, means patients are always getting the motivation they need
Pain & Mood Check-In: Being able to check in on pain & mood levels provides support right from home
At-Home Support
Guided Exercises: 3D model demonstrations paired with information, modifications, and more, ensures that patients have everything they need to do their exercises at home
Tough / Kind Tone: The ability to choose their motivation: Tough or Kind, means patients are always getting the motivation they need
Pain & Mood Check-In: Being able to check in on pain & mood levels provides support right from home
Accountability
Streaks: Based on assigned weekly program completion keeps patients accountable
Achievements: Exercise-based achievements keep patients engaged with completing their programs
Goals: PT-managed goals gives patients insights into their journey and motivates them to unlock more
Accountability
Streaks: Based on assigned weekly program completion keeps patients accountable
Achievements: Exercise-based achievements keep patients engaged with completing their programs
Goals: PT-managed goals gives patients insights into their journey and motivates them to unlock more
Progress Stats
Recovery Metrics: Tracked by physical therapists and inputted into Mend so patients are no longer left trying to remember their last measurements—they always see their progress
Recaps: Monthly recaps let patients see the full-picture of facts during their recovery each month—so they can see how far they've come
Progress Stats
Recovery Metrics: Tracked by physical therapists and inputted into Mend so patients are no longer left trying to remember their last measurements—they always see their progress
Recaps: Monthly recaps let patients see the full-picture of facts during their recovery each month—so they can see how far they've come
08. REFLECTION
08. REFLECTION
What I learned 🤔
What I learned 🤔
At first, I really wanted to take on a design role for this project, but since we already had two talented designers, I saw it as an opportunity to challenge myself in a new way. In the beginning, I wasn't too happy about focusing only on research, but that quickly changed as the project went on. I realized how important research actually is, and how turning interview and survey notes into actionable insights can directly shape the direction of a product. This experience helped me see research not just as a first step, but as a powerful tool that can drive decisions and make the design process stronger moving forward.
At first, I really wanted to take on a design role for this project, but since we already had two talented designers, I saw it as an opportunity to challenge myself in a new way. In the beginning, I wasn't too happy about focusing only on research, but that quickly changed as the project went on. I realized how important research actually is, and how turning interview and survey notes into actionable insights can directly shape the direction of a product. This experience helped me see research not just as a first step, but as a powerful tool that can drive decisions and make the design process stronger moving forward.
