We stopped an unworkable in-person model, then rebuilt a workflow professionals used every day.

Zenklub was a B2B mental-health platform sold as a corporate benefit. When I joined, an in-person therapy strategy had been stalled for months and the product team was being rebuilt.

My first mandate was to turn the in-person strategy into the smallest testable model. After we stopped that model, I worked on ZenOffice, the product mental-health professionals used to run their daily practice.

We built the in-person MVP in a few weeks, then usability and operational evaluation exposed a cost structure that did not work in the context we tested. We stopped the model. Discovery with professionals then redirected the work toward the clinical record, business rules, rollout, and ClariPRO inside ZenOffice.

1. 01

   Defined and tested the smallest viable in-person flow with the team, including usability and operational constraints.

2. 02

   Led discovery with clients, professionals, stakeholders, and founders to redesign the ZenOffice clinical-record experience.

3. 03

   Changed business rules, defined requirements for specific cases, and used professional councils and staged rollout criteria to keep the work close to users.

4. 04

   Evolved ClariPRO, a GenAI assistant for professionals, as part of the broader ZenOffice scope.

Clinical-record adoption moved from 38% to more than 90% in three months. During the same broader body of work, NPS increased by 25 points, core-feature engagement increased by 44 percentage points, and ClariPRO engagement doubled.

The clinical-record result came from a broader redesign led by the team. The adaptive pending-record experience was one contributor, not the sole cause, and the result should not be attributed to one person.