Challenge: It's Complicated faced challenges with video call reliability and the need for advanced features to support therapy sessions effectively, impacting therapist-client interactions and user satisfaction.
Strategy: To address these challenges, It's Complicated chose to integrate Stream's Video API, leveraging its comprehensive feature set, including integrated chat, advanced UI/UX, and multi-participant call capabilities. They engaged in proactive beta testing and user feedback loops to refine features like whiteboarding and background blur, ensuring the platform met the specific needs of therapists and therapy seekers.
Result: Partnering with Stream helped It's Complicated achieve improved call quality, stability, and session tools which led to higher therapist satisfaction and expanded market reach into family and group therapy sectors. The integration also ensured compliance with HIPAA standards while fitting within the startup's budget, setting a strong foundation for future growth and innovation in the mental health tech industry.
About It's Complicated
It's Complicated, founded in Berlin in 2019, is a therapy community platform catering to both therapists and therapy seekers. Initially using Twilio's programmable video, the company faced challenges with call reliability and sought a more robust solution to support its expanding user base and unique platform needs.Â
The three challenges It's Complicated aimed to address with a new real-time communication service were:Â
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Call Reliability and Stability: The intimate and sensative nature of therapy sessions required uninterrupted video calls. Disruptions not only impacted the client's experience but also affected therapist productivity and client satisfaction. Robbie Hollis, Head of Product, emphasizes, "Reliability was a major focus for us... disruptions impact therapist-client meetings significantly."
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Richer Feature Set and User Interface: Beyond reliability, It's Complicated aimed to integrate a chat functionality, a sleek UI, and modern features like background blurring for privacy and noise cancellation to enhance session quality. Hollis notes, "Integrated chat and a modern UI were big priorities... Stream's capabilities aligned perfectly with our needs."
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Compliance and Cost: As the platform aimed to expand into the US market, HIPAA compliance became a top priority. Hollis explains, "HIPAA compliance is crucial for us... Stream helped us achieve this compliance and offered competitive pricing and flexible packages that fit our startup budget."
So, Why Stream?
After evaluating options, It's Complicated chose Stream for its comprehensive feature set and the fact that its Video API is powered by a robust global edge network infrastructure. Hollis highlights, "Stream's integrated chat, advanced UI/UX, and multi-participant calls were critical for our therapy sessions."
The most convincing factors that led to their decision were:Â
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Enhanced Features: Stream's robust feature set included integrated chat, advanced UI/UX elements, and multi-participant call capabilities critical for family and group therapy sessions.
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Reliability and Support: Stream's global edge network, proactive support, and quick issue resolution during the beta phase demonstrated its commitment to promptly addressing customer needs.
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Cost-Effective Pricing: Stream's competitive pricing and flexible packaging aligned well with It's Complicated's startup budget and growth plans.
Integrating Stream's Video API
Starting with a select group of users, It's Complicated gathered feedback to refine the integration and ensure it met user expectations for reliability and functionality.Â
"Beta testing helped us fine-tune features like whiteboarding and background blur," says Hollis. These features, like video filters, were gradually integrated based on user feedback, enhancing the platform's utility for therapists.Â
It's Complicated relied on Stream's comprehensive video documentation and responsive support team, which facilitated a smooth transition and rapid deployment."Stream's documentation and support were instrumental in our smooth transition," Hollis adds.
The Impact of Stream on It's Complicated
The adoption of Stream significantly improved user experience with enhanced call quality and integrated tools. Hollis mentions, "Therapists reported high satisfaction... improved stability and tools like whiteboarding enhanced session quality." Multi-participant call capabilities enabled It's Complicated to cater to new markets, such as family and group therapy, previously underserved due to technical limitations.
Partnering with Stream has not only resolved critical technical challenges but also positioned It's Complicated for future growth and innovation in the therapy community space. With a solid foundation in place, It's Complicated plans to leverage Stream's planned roadmap features, such as video session timers and potential future additions like EMDR tools, aligning with therapist needs and enhancing their toolkit. Hollis states, "Stream's roadmap aligns with our goals... we aim to innovate further in the therapy community space."Â
By prioritizing reliability, usability, and compliance, It's Complicated continues to enhance therapist connectivity and client experience, ensuring their platform remains a trusted resource in the mental health community.