It was very sensitive to build an AI tool in an app like Headspace. So how did they approach this task and what were their learnings? Find out in the case study below, shared with us by Headspace's team.
Ebb, created by clinical psychologists and data scientists, is an AI conversation tool that uses motivational interviewing, an evidence-based methodology that can help people make positive behavioural changes. Ebb does not give mental health advice or diagnoses. Instead, it encourages users to pause from their day to reflect on their thoughts and feelings while suggesting personalised content from Headspace's library of meditations and mindfulness exercises.
While Headspace leaders were excited about AI's potential to help more people worldwide, using AI within the sensitive context of mental health can be tricky. The team conducted extensive research and discovered that people were initially sceptical about AI. Digging deeper, they found that those who had previously used AI tools were significantly more comfortable with AI assistance. The more they used AI, the more they trusted AI.
One of the themes that emerged repeatedly in Headspace's research was the importance of reflection practice outside of the app. The team recognised that reflection is beneficial but needed to place it within their ecosystem of services.
The team harnessed the power of conversational AI to understand someone's unique context and encourage deep reflection. Ebb can suggest activities from Headspace's vast content library or gently guide users to crisis resources or a provider based on their emotional state.
The team addresses safety concerns in different ways.
⚫️ They build trust by highlighting that Ebb is created by clinical experts – information they emphasise early in the experience.
⚫️ They carefully balance privacy discussions to inform users without overwhelming them.
⚫️ The conversational interface is designed to feel open and calm while providing clear boundaries, including options to end or delete sensitive conversations at any time.
⚫️ The visual design intentionally evokes gentleness, hope, and compassion, demonstrating how design can shape emotional responses to AI interactions.
Headspace's journey offers us some key takeaways. By listening carefully to their users, thoughtfully integrating AI into their existing tools, and designing with safety as a priority, they've shown how mental health technologies can effectively reach more people in need of support.
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