Untangle

Scaling compassionate support with a rapid healthcare MVP

Core Idea Discovery

User Stories / Journey Mapping

Graphic Interface

MVP Build

COUNTRY United Kingdom
INDUSTRY Healthcare / Mental Health
PEOPLE INVOLVED 5

The Problem

Untangle is a UK-based healthcare startup helping people through bereavement. The platform connects users with therapists, life coaches, lawyers, and financial advisors—offering both emotional and practical support during one of life’s most difficult moments.

As its user base grew quickly, Untangle faced new operational challenges:
➔ Communication between employees and users was inefficient
➔ User permissions were difficult to manage
➔ Support groups needed structured creation and moderation tools
➔ Integrations with third-party services and APIs were missing

Most importantly, they needed a solution fast. Without it, scaling would have meant delays, frustrated users, and reduced service quality.

The Solution

We built the Untangle MVP in just one month, giving the team a lightweight but powerful platform to manage communication and user relationships as their community grew.

The focus was on scalability and simplicity: employees needed to respond quickly to users, manage permissions, and create support groups without friction. By combining a clean, minimal UI with a scalable backend, Untangle gained the tools to serve its growing user base effectively while keeping the experience easy for both staff and carers.

The MVP balanced speed of delivery with a foundation for future growth ensuring Untangle could expand its features without starting over.

Key Features

Employee–User Communication
➔ Integrated messaging for fast responses
➔ Real-time conversations supported by Sendbird

User & Permissions Management
➔ Role-based access controls
➔ Scalable structure to support growth

Support Groups
➔ Tools to create and moderate groups quickly
➔ Efficient matching of users with resources and specialists

Admin Panel
➔ Easy management of users, permissions, and content
➔ Integrated third-party APIs for smooth operations

Impact

The rapid MVP delivery had an immediate impact:

➔ Employee efficiency boosted – less time managing users, more time supporting them
➔ Response times shortened – users got answers faster when they needed them most
➔ Group management streamlined – easier creation and organization of support networks
➔ Service quality preserved at scale – even with fast growth, Untangle continued to provide compassionate, reliable support

By launching in just one month, Untangle was able to scale operations without compromising on its mission. The MVP also provided a foundation for future iterations, informed by real-world user feedback.