INDUSTRY:
LOGISTICS / HEALTHCARE
CLIENT:
GRUPO MATEUS
YEAR:
2021
TIMELINE
4 MONTHS
Transforming Well-being at Work
Transforming Well-being at Work
Designing for emotional well-being at work
Born from a wellness initiative, this project became a digital lifeline — making it easier for thousands of employees to seek help, feel heard, and access mental health support with dignity.
Born from a wellness initiative, this project became a digital lifeline — making it easier for thousands of employees to seek help, feel heard, and access mental health support with dignity.
Born from a wellness initiative, this project became a digital lifeline — making it easier for thousands of employees to seek help, feel heard, and access mental health support with dignity.
project overview.
Programa Pode Falar was created during the COVID-19 pandemic as a response to growing emotional strain among Grupo Mateus employees. What began as a grassroots effort by in-house psychologists soon evolved into a structured digital service that allows employees to access mental health resources confidentially — including individual therapy, support groups, and guidance from the company’s psychological team.
The platform was integrated into the Maestro ecosystem, offering a seamless, mobile-first experience that ensured accessibility across branches and job functions.
ux process.
To understand the real needs behind this initiative, I conducted semi-structured interviews with a range of internal stakeholders — including psychologists, team leaders, supervisors, and employees from different departments. These conversations helped uncover emotional triggers tied to work pressure, family dynamics, and signs of mental fatigue.
To support strategic alignment, I created tools such as an Opportunity Influence Map, a Supporter Matrix, and a detailed Stakeholder Analysis — each helping to define how different roles shaped or were impacted by the initiative.
From this, I identified three key user groups, each with unique goals and challenges:
• Regular employees seeking confidential support
• Occupational health and safety teams focused on well-being policies
• Team leaders and supervisors needing guidance on how to best support their teams
ux process.
To understand the real needs behind this initiative, I conducted semi-structured interviews with a range of internal stakeholders — including psychologists, team leaders, supervisors, and employees from different departments. These conversations helped uncover emotional triggers tied to work pressure, family dynamics, and signs of mental fatigue.
To support strategic alignment, I created tools such as an Opportunity Influence Map, a Supporter Matrix, and a detailed Stakeholder Analysis — each helping to define how different roles shaped or were impacted by the initiative.
From this, I identified three key user groups, each with unique goals and challenges:
• Regular employees seeking confidential support
• Occupational health and safety teams focused on well-being policies
• Team leaders and supervisors needing guidance on how to best support their teams
ux process.
To understand the real needs behind this initiative, I conducted semi-structured interviews with a range of internal stakeholders — including psychologists, team leaders, supervisors, and employees from different departments. These conversations helped uncover emotional triggers tied to work pressure, family dynamics, and signs of mental fatigue.
To support strategic alignment, I created tools such as an Opportunity Influence Map, a Supporter Matrix, and a detailed Stakeholder Analysis — each helping to define how different roles shaped or were impacted by the initiative.
From this, I identified three key user groups, each with unique goals and challenges:
• Regular employees seeking confidential support
• Occupational health and safety teams focused on well-being policies
• Team leaders and supervisors needing guidance on how to best support their teams
full journey from login → branch selection → appointment flow
full journey from login → branch selection → appointment flow
opportunity influence map.
This map helps visualize how influence, contact frequency, and decision-making power are distributed across different roles in the system. It allows the design team to:
• Identify key players who shape user experience but may not be end users themselves (e.g. team leads, managers, HR, or app developers).
• Uncover hidden blockers or facilitators of adoption (e.g. a supervisor who needs to approve appointments).
• Plan interviews and co-creation sessions more strategically, ensuring input from both high-influence and high-contact individuals.
• Align UX decisions with business or organizational structures, leading to smoother implementation and stakeholder buy-in.
opportunity influence map.
This map helps visualize how influence, contact frequency, and decision-making power are distributed across different roles in the system. It allows the design team to:
• Identify key players who shape user experience but may not be end users themselves (e.g. team leads, managers, HR, or app developers).
• Uncover hidden blockers or facilitators of adoption (e.g. a supervisor who needs to approve appointments).
• Plan interviews and co-creation sessions more strategically, ensuring input from both high-influence and high-contact individuals.
• Align UX decisions with business or organizational structures, leading to smoother implementation and stakeholder buy-in.
opportunity influence map.
This map helps visualize how influence, contact frequency, and decision-making power are distributed across different roles in the system. It allows the design team to:
• Identify key players who shape user experience but may not be end users themselves (e.g. team leads, managers, HR, or app developers).
• Uncover hidden blockers or facilitators of adoption (e.g. a supervisor who needs to approve appointments).
• Plan interviews and co-creation sessions more strategically, ensuring input from both high-influence and high-contact individuals.
• Align UX decisions with business or organizational structures, leading to smoother implementation and stakeholder buy-in.
In the early stages of UX research, especially in projects involving complex organizational structures or sensitive topics like mental health, it's essential to understand not just users, but also the ecosystem around them.
In the early stages of UX research, especially in projects involving complex organizational structures or sensitive topics like mental health, it's essential to understand not just users, but also the ecosystem around them.
In the early stages of UX research, especially in projects involving complex organizational structures or sensitive topics like mental health, it's essential to understand not just users, but also the ecosystem around them.
supporters map.
•The Supporters Map helps assess the level of engagement and support that different individuals or departments have toward the product vision. It categorizes stakeholders based on:
• Their activity level (how involved they are)
• Their supportiveness (whether they champion or resist the initiative)
This helps the design team:
• Tailor communication strategies: How you talk to skeptics is very different from how you engage early adopters.
• Identify internal advocates who can help promote the solution organically within the company.
• Anticipate resistance and proactively address it in design decisions (e.g., simplifying admin tasks or clarifying roles).
supporters map.
•The Supporters Map helps assess the level of engagement and support that different individuals or departments have toward the product vision. It categorizes stakeholders based on:
• Their activity level (how involved they are)
• Their supportiveness (whether they champion or resist the initiative)
This helps the design team:
• Tailor communication strategies: How you talk to skeptics is very different from how you engage early adopters.
• Identify internal advocates who can help promote the solution organically within the company.
• Anticipate resistance and proactively address it in design decisions (e.g., simplifying admin tasks or clarifying roles).
supporters map.
•The Supporters Map helps assess the level of engagement and support that different individuals or departments have toward the product vision. It categorizes stakeholders based on:
• Their activity level (how involved they are)
• Their supportiveness (whether they champion or resist the initiative)
This helps the design team:
• Tailor communication strategies: How you talk to skeptics is very different from how you engage early adopters.
• Identify internal advocates who can help promote the solution organically within the company.
• Anticipate resistance and proactively address it in design decisions (e.g., simplifying admin tasks or clarifying roles).
persona & user stories.
One of the most touching stories that emerged during research came from a team leader who expressed the need to schedule a mental health appointment on behalf of a team member grieving the loss of a loved one during the pandemic. This revealed a critical insight: leaders often carry the emotional weight of their teams and need tools that allow them to act with care and urgency.
Persona Example:
Marcos, 42, Team Supervisor in Logistics
Marcos leads a team of warehouse staff and feels personally responsible for their well-being. During the pandemic, he noticed a sharp decline in one employee’s behavior after a family tragedy. With no structured way to offer immediate support, he felt helpless. Marcos needed a platform that enabled him to quickly and discreetly connect his team with professional help, without creating additional stress or bureaucracy.
persona & user stories.
One of the most touching stories that emerged during research came from a team leader who expressed the need to schedule a mental health appointment on behalf of a team member grieving the loss of a loved one during the pandemic. This revealed a critical insight: leaders often carry the emotional weight of their teams and need tools that allow them to act with care and urgency.
Persona Example:
Marcos, 42, Team Supervisor in Logistics
Marcos leads a team of warehouse staff and feels personally responsible for their well-being. During the pandemic, he noticed a sharp decline in one employee’s behavior after a family tragedy. With no structured way to offer immediate support, he felt helpless. Marcos needed a platform that enabled him to quickly and discreetly connect his team with professional help, without creating additional stress or bureaucracy.
persona & user stories.
One of the most touching stories that emerged during research came from a team leader who expressed the need to schedule a mental health appointment on behalf of a team member grieving the loss of a loved one during the pandemic. This revealed a critical insight: leaders often carry the emotional weight of their teams and need tools that allow them to act with care and urgency.
Persona Example:
Marcos, 42, Team Supervisor in Logistics
Marcos leads a team of warehouse staff and feels personally responsible for their well-being. During the pandemic, he noticed a sharp decline in one employee’s behavior after a family tragedy. With no structured way to offer immediate support, he felt helpless. Marcos needed a platform that enabled him to quickly and discreetly connect his team with professional help, without creating additional stress or bureaucracy.
journey mapping.
As we mapped the journey, it became clear that not every user’s path would follow the same emotional rhythm. A team leader stepping in to schedule an appointment for a grieving employee wasn’t just navigating a system — they were navigating vulnerability and trust.
To address these nuances, we designed distinct flows that respected each role’s intention. Leaders could schedule appointments on behalf of others, while employees retained the ability to choose between individual therapy sessions or group support circles, depending on their comfort and needs.
Security and privacy were paramount. Login validation was handled through CPF (Cadastro de Pessoa Física), a unique identification number used in Brazil, ensuring that only authorized users could access the system. Integration with Maestro’s native notification and status management system allowed users to stay informed from scheduling to confirmation, building a sense of reassurance in every step. Every detail was crafted to support a compassionate, safe, and human-centered mental health experience.
journey mapping.
As we mapped the journey, it became clear that not every user’s path would follow the same emotional rhythm. A team leader stepping in to schedule an appointment for a grieving employee wasn’t just navigating a system — they were navigating vulnerability and trust.
To address these nuances, we designed distinct flows that respected each role’s intention. Leaders could schedule appointments on behalf of others, while employees retained the ability to choose between individual therapy sessions or group support circles, depending on their comfort and needs.
Security and privacy were paramount. Login validation was handled through CPF (Cadastro de Pessoa Física), a unique identification number used in Brazil, ensuring that only authorized users could access the system. Integration with Maestro’s native notification and status management system allowed users to stay informed from scheduling to confirmation, building a sense of reassurance in every step. Every detail was crafted to support a compassionate, safe, and human-centered mental health experience.
journey mapping.
• Differentiated flows for leaders scheduling on behalf of employees
• Included appointment types: individual therapy or group support circle
• Login validations ensured secure access by CPF
• Connected to Maestro’s native notification and status management systems
full journey from login → branch selection → appointment flow
ui design & system.
• Used an existing Design System to speed up interface production
• Added custom onboarding steps with accessible language and illustrations
• Created branch filters, scheduling calendar, appointment summaries, and emotional state tags
• Designed desktop manager dashboard for psychologists to organize sessions and appointments
ui design & system.
• Used an existing Design System to speed up interface production
• Added custom onboarding steps with accessible language and illustrations
• Created branch filters, scheduling calendar, appointment summaries, and emotional state tags
• Designed desktop manager dashboard for psychologists to organize sessions and appointments
ui design & system.
• Used an existing Design System to speed up interface production
• Added custom onboarding steps with accessible language and illustrations
• Created branch filters, scheduling calendar, appointment summaries, and emotional state tags
• Designed desktop manager dashboard for psychologists to organize sessions and appointments
features.
• Mobile-first UX with branch-aware filtering
• Users can book therapy sessions or group sessions
• Managers and leaders can schedule on behalf of their team
• Service status notifications, WhatsApp support, and emotional state check-ins
• Fully responsive back-office admin panel for psychologist coordination
features.
• Mobile-first UX with branch-aware filtering
• Users can book therapy sessions or group sessions
• Managers and leaders can schedule on behalf of their team
• Service status notifications, WhatsApp support, and emotional state check-ins
• Fully responsive back-office admin panel for psychologist coordination
features.
• Mobile-first UX with branch-aware filtering
• Users can book therapy sessions or group sessions
• Managers and leaders can schedule on behalf of their team
• Service status notifications, WhatsApp support, and emotional state check-ins
• Fully responsive back-office admin panel for psychologist coordination
testing & feedback.
Participants:
Stakeholders, supervisors, employees from different branches
Tasks Tested:
• Scheduling for self and others
• Booking group sessions
• Viewing and managing upcoming appointments
testing & feedback.
Participants:
Stakeholders, supervisors, employees from different branches
Tasks Tested:
• Scheduling for self and others
• Booking group sessions
• Viewing and managing upcoming appointments
insights.
• Some confusion on appointment status tags → adjusted tag wording
• Value perceived in remote access (“I don’t need to travel anymore or being in the branch company”)
• Users appreciated the speed of booking and WhatsApp integration
• High clarity in flows, low drop-off in Useberry heatmaps
insights.
• Some confusion on appointment status tags → adjusted tag wording
• Value perceived in remote access (“I don’t need to travel anymore or being in the branch company”)
• Users appreciated the speed of booking and WhatsApp integration
• High clarity in flows, low drop-off in Useberry heatmaps
impact.
The Programa Pode Falar brought meaningful change to the daily lives of Grupo Mateus employees by fostering a healthier relationship with work and its emotional demands. By offering quick and discreet access to psychological support, the app empowered individuals to manage stress, prevent mental health crises, and resolve interpersonal conflicts in a safe and confidential environment. It helped strengthen the sense of belonging within the company, deepening employee engagement and creating stronger connections across teams. Beyond improving well-being, the platform also contributed to a more empathetic, human-centred workplace culture, where people felt supported, understood, and truly cared for.
impact.
The Programa Pode Falar brought meaningful change to the daily lives of Grupo Mateus employees by fostering a healthier relationship with work and its emotional demands. By offering quick and discreet access to psychological support, the app empowered individuals to manage stress, prevent mental health crises, and resolve interpersonal conflicts in a safe and confidential environment. It helped strengthen the sense of belonging within the company, deepening employee engagement and creating stronger connections across teams. Beyond improving well-being, the platform also contributed to a more empathetic, human-centred workplace culture, where people felt supported, understood, and truly cared for.
final thoughts.
Making mental health services more approachable and accessible helped the entire company breathe easier during a difficult time.”
impact.
The Programa Pode Falar brought meaningful change to the daily lives of Grupo Mateus employees by fostering a healthier relationship with work and its emotional demands. By offering quick and discreet access to psychological support, the app empowered individuals to manage stress, prevent mental health crises, and resolve interpersonal conflicts in a safe and confidential environment. It helped strengthen the sense of belonging within the company, deepening employee engagement and creating stronger connections across teams. Beyond improving well-being, the platform also contributed to a more empathetic, human-centred workplace culture, where people felt supported, understood, and truly cared for.
impact.
The Programa Pode Falar brought meaningful change to the daily lives of Grupo Mateus employees by fostering a healthier relationship with work and its emotional demands. By offering quick and discreet access to psychological support, the app empowered individuals to manage stress, prevent mental health crises, and resolve interpersonal conflicts in a safe and confidential environment. It helped strengthen the sense of belonging within the company, deepening employee engagement and creating stronger connections across teams. Beyond improving well-being, the platform also contributed to a more empathetic, human-centred workplace culture, where people felt supported, understood, and truly cared for.
Designing this product was not just about user needs, it was about human dignity.
Designing this product was not just about user needs, it was about human dignity.
Designing this product was not just about user needs, it was about human dignity.
