Every time users entered the app, they were asked to re-select preferences — creating friction and abandonment. It took 7+ clicks to even begin chatting.

If your preferences were too specific, the system often returned zero results — even when peers were online. This eroded trust and made the platform feel unreliable.

We introduced a preference setup flow at first launch and saved that info locally. Users could still edit it anytime, but weren’t forced to re-do it. This change alone removed 7 clicks from the average session start.

Instead of filtering the peer list, we now sort it. Matches with most preferences appear first — but there’s always someone to talk to. Users feel rewarded for setting preferences, not punished.

We took the existing Talking Stick platform — originally built to support Indigenous communities — and reimagined it for a veteran audience. Working closely with veteran peer supporters, we adapted the visual language, onboarding flows, and chat experience to feel more intuitive, trustworthy, and culturally appropriate. The result was a more focused, accessible platform tailored to the unique needs and sensitivities of veterans across Canada.

By simplifying the chat interface and streamlining peer selection, we significantly reduced drop-off at key moments in the onboarding flow. This resulted in a 21% increase in users completing the journey from landing page to open conversation.

Both Talking Stick and The Burns Way were built in close collaboration with Indigenous and veteran communities, respectively. These platforms have been praised for their culturally grounded, trauma-informed design — offering a safe, respectful space for users to seek support on their own terms. Their success has positioned them as models for inclusive digital mental health tools across Canada.

The average number of user actions required to begin a chat dropped from 11 to 4 — a 64% reduction — leading to a measurable increase in completed support sessions.