Total Mental Health

• Contributed to $2.3B acquisition of LifeWorks by TELUS
• 560 new or upgraded clients in 2 years
• 60k monthly active users

Traditional EAP (Employee Assistance Program) models were outdated, fragmented, and underutilized. The increase in demand for mental health services following the COVID-19 pandemic meant that we had an opportunity to fundamentally reimagine how companies support the mental well-being of their workforce, moving from reactive, self-serve tools to a proactive, integrated care platform.

I led the design strategy and discovery efforts for Total Mental Health, a next-generation mental health offering. My focus was on defining the product vision, aligning cross-functional stakeholders, and ensuring that user needs, clinical integrity, and business goals came together into a unified experience.

Led a 6-month research and discovery phase, interviewing customers, members, and clinicians to identify unmet needs and validate the appetite for a more comprehensive solution.

Created a vision prototype to rally internal teams and external stakeholders. We positioned Total Mental Health as an always-on, unlimited care solution with layered personalization, targeting high-investment employers.

• Assessment-driven care routing to match users with the right support level from the start.
• Editorial content + CBT tools transformed into digestible, e-learning-style formats.
• Personalized feed that adapts to user mood, needs, and engagement patterns.
• Mood check-ins and ongoing assessments to track improvement and ROI.

Appointment initiation & feedback

Reframed mental health not just as support, but as a measurable, trackable improvement journey for both employees and employers.

• Successfully sold the concept into the executive team for full investment.
• Product became a cornerstone of LifeWorks’ strategic positioning.
• Sold extensively across Canada and USA throughout the first year, expanding globally after
• 9 Beta clients reported a 20% utilisation increase compared to standard EAP services
• TMH was cited as a major contributing factor to the $2.3B acquisition by TELUS.
• Continued business investment over 3 years to date, growing the feature set and reach of this new product offering.

The project started in discovery and early design phases with a team of 5 product experience team members full time for 4 months. Once the concept and budgets were approved, we spun up 3 feature teams, plus a backend team building out in Microsoft Dynamics. We launched the MVP within 9 months.