QIT online
Driving digital transformation in one of the most traditional domains in the healthcare sector.
Psychotherapy is known to be one of the most underserved domains when it comes to digital offerings. Our challenge? To improve the quality of mental health treatment by means of an end-to-end workflow solution, focused around treatment trajectories and continuous patient feedback mechanisms.

We structurally partnered up with QIT online (founded by prof. Nele Stinckens in 2012, building on her academic track record as well as clinical experience).

With this partnership, we bundled years of in-depth domain expertise together with our proven digital product development methodology. We fundamentally assessed the needs of the psychotherapy industry, we defined a product strategy and design, we released an initial product offering to validate core assumptions and we bundled our learnings into a scalable product release that's fit for growth.

We carry a fundamental belief in the constant intertwining between user-, business- and technological interests when building a digital product.

The user perspective: psychotherapists and their patients have a unique primary relationship, which heavily relies on a personal connection and mostly real-life interactions. We decided to build a complementary digital environment in which both the therapist and the patient get an account to safely interact with each other.

The business perspective: the ambition from day one was to improve the therapeutic relationship between therapists and patients. We decided to target a large user base of individual practitioners, group practices and hospitals with a low-barrier solution that can be used out of the box. For the business model we decided on a fixed monthly subscription formula with an additional variable cost per patient file.

The technology perspective: we opted for a SaaS delivery model on public infrastructure. We set up an agile software delivery process. On a sprint-by-sprint basis we (still) define, design and develop user stories that turn into shippable product increments.

The mental health space is one of the most challenging settings we've ever worked in. We're beyond excited to go further in-depth in this case study on the product positioning and the road towards product-market-fit.

Our joint mission statement
To strengthen the craft of psychological care with innovative technology.
A modern treatment trajectory consists of a blend of traditional -offline- treatment and continuous digital monitoring by means of a feedback-based mindset.
2012 - 2015
Exploring how patient feedback mechanisms can help to improve the therapeutic relationship.

  • The very first proof of concept was created using macro's in excel sheets
  • Early adopters were gathered to validate key assumptions
  • The necessary reiterations were made to the core underlying algorithms and surveys/questionnaires
  • The treatment outcome results were meticulously measured and analysed
2015 - 2018
Productizing the findings from the proof of concept stage.

  • The initial product was released
  • This web application allowed therapists to log onto a platform with their own account
  • A therapist could define a treatment trajectory, and digitally send out surveys to patients
  • Patients could fill in these surveys, which would lead to automatic reporting
  • The essential concept of a feedback-oriented treatment trajectory was validated
Towards product-market fit
Applying all the learnings from the minimum viable product into a revamped architecture.

  • We re-engineered QIT online from the ground up, with future growth scenarios in mind
  • The survey-oriented MVP evolved into an all-encompassing workflow solution for the everyday practice of a therapist
  • Following modern principles of a network-based approach: we bring all actors together onto a single platform and encapsulate a digital workflow from each actor's point of view
The product roadmap
Problem-solution definition
Building the MVP
2018 - current
Putting tools and diagnostic instruments in the hands of therapists to provide qualitative treatment, with the proper digital assistance.
QIT online is built up around a single purpose: quality improvement in therapy. We've chosen for an approach that assumes a strong blend of the real world and digital solutions. We make sure to put the right instruments in the hands of therapists to assist them alongside existing day-to-day activities. The platform is built up around 3 main pillars:
This way, we bundle all practical treatment needs in a single interface. By consolidating information and actively supporting therapists to extend their involvement far beyond the default face-to-face sessions, we're working towards our mission statement at lightning speed.
Electronic health records: bundling all therapeutic and personal information about patients in a single source;

Digital diagnostics: an ability to send out surveys to continuously monitor patient progress and get automated reporting;

Online self-help: online exercises, documentation, videos and other materials to help patients already without explicit therapist intermediation.
A cross-platform approach
Empowering patients to provide continuous input and feedback throughout their treatment trajectory
By systematically collecting patient input and feedback in the course of the care process, the quality of therapy is optimized. Monitoring does not replace psychotherapy. Therapeutic contact in the here-and-now remains the focus. But research and clinical experience have shown that monitoring improves therapeutic contact: by allowing clients to actively participate, better coordination is achieved, which contributes to the effectiveness and targeting of the therapy.

Patients should be front and center in their treatment trajectory, on an ongoing basis. We built the necessary interfaces and facilitations.
Following many years of research at KU Leuven university, I made a career-altering decision to start and operate a group practice. With both feet in the day-to-day reality of a therapy practice, I was able to combine my scientific background with clinical experience. This proved to be essential in defining QIT online, because it gave me a thorough understanding from different points of view - Prof. Nele Stinckens
Collaborating with peers in a highly sensitive and secure environment.
Therapists often serve as individual practitioners, but they form a tight community that's constantly exchanging knowledge, organising trainings and frequently collaborating on cases. We embedded this network-dimension into the very core of QIT online.
We included an important organisational dimension: therapists can be grouped together into an organisation - group practice - to easily interact and exchange information.
We made it possible to share a patient profile with one of your peers, in full transparency towards the patient. We safeguard the primary relationship between a therapist and patient, and we facilitate collaboration at the same time.
We made it possible to transfer a patient from one therapist to another, making sure that a rich history of prior care can be transferred from one caregiver to the next.
We built QIT online together with individual practitioners and group practices to fully reflect the workflows in this particular clinical setting. We continue to iterate towards a general consensus among therapists to define the most optimal digital assistance for day-to-day practice.
Powering up for scale
On the operational front, we're currently streamlining the scale-up operations:
Onboarding: making sure to provide a frictionless experience for new users with an extensive product tour and background information

Customer success: supporting clients with technical and functional questions through an FAQ help center, chat bot, phone and more

Automation: running as many processes as possible in an automated manner. Demonstrating thought leadership through drip campaigns.

Thought leadership: demonstrating in-depth industry knowledge through blogging, scientific publishing, email drip campaigns and more

Localization: implementing translations for multiple language versions of the interface and the related automated communication.

Legal support: we're assisting to comply with legislation concerning GDPR and making technical adjustments in accordance to ISO27001.

Software delivery: continuing to build and ship software in the most agile way possible, with efficient CI/CD pipelines in place for reliable delivery.
For more information check out:
We were incredibly excited to launch the fully revamped version of QIT online at the start of 2020. Over the first 3 months of the year, we were super proud to onboard hundreds of therapists in a trial period. And we're only just getting started.
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