A continuous layer of support before, during, and after a crisis.
An illustrative user journey informed by real product interactions.
The Flourish app stood out from the list. No intake forms. No waitlist. Outstanding ratings and reviews from other members. Built by reputable psychologists from Stanford, Harvard, and the University of Washington. Maya started her Flourish journey in under a minute.
Upon opening the Flourish app, Maya is greeted by Sunnie, the AI wellness buddy, trained in psychological science and equipped with a library of effective coping skills.
Due to her history of depression, Sunnie recommends building a safety plan in a calm moment.
Quick mood check-ins → Interactive journaling → Well-being exercises → Daily positive affirmations → Peer support → Progress tracking.
Week by week, she built emotional resilience despite daily stressors.
Guilt about being the one who stayed. Trouble getting out of bed. Maya needed help — she just didn't know it yet.
Maya reads it all as "just stress," but from her interaction patterns, Sunnie flags depressive symptoms on the backend and recommends she take the PHQ-9 and GAD-7 every two weeks to track her symptoms and monitor changes over time.
On her hardest night, Maya's words of hopelessness and entrapment cross a threshold Sunnie's LLM-powered safety layer detects as risk for suicidal ideation. The router underneath Sunnie immediately activates a structured, clinician-designed crisis protocol: assess immediate safety, surface local crisis resources, assess access to means, validate and suggest a pause, and encourage one small step toward human support.
On the VERA-MH clinical safety benchmark, Sunnie scored 100/100 on suicide-risk detection.
Maya's previously saved Safety Plan is activated right in the ongoing conversation. One step at a time, Sunnie suggests reaching out to a crisis hotline, connecting with her trusted people, moving to a safer and more open space, and trying coping strategies that have worked for her before, troubleshooting barriers with Maya along the way.
During this process, Sunnie recommends Aetna Mental Health On Demand: a licensed clinician through her Aetna plan, trained in single-session intervention, who can help Maya through this moment and leave her with a plan for what comes next.
Sunnie can be configured to bring a crisis counselor directly into the conversation via API integration, and the transition will be clearly labeled in the interface. If desired, the AI can share high-level crisis-related information with the human counselor. The member stays right in the chat interface, reducing friction in the AI-to-human handoff.
By morning, a gentle message is waiting for Maya. Sunnie has prepared a personalized positive affirmation based on Maya's strengths to encourage self-compassion after a hard night. And Sunnie remembers important details from previous conversations and can pick up right where they left off, so Maya never has to explain it all over again.
Finding a therapist who takes her insurance, has openings, and fits her needs is one of the biggest barriers in mental health care. Sunnie pulls Maya's Aetna-covered options straight into the conversation, answers her questions about them, and helps her take the first step.
While Maya waits weeks for therapy to begin, Flourish helps her keep practicing skills from her single-session intervention, such as grounding exercises and cognitive reframing, all available in her personalized toolkit. Risk monitoring and symptom tracking continue throughout.
Once Maya starts with her therapist, Flourish shifts roles: skills practice between visits, and a prompt before each session to reflect and plan what she wants to bring in, reinforcing treatment and reducing post-visit drop-off.
Maya has been taking the PHQ-9 every two weeks since Sunnie first flagged her symptoms months earlier, so what she sees now is a trend across her whole journey — not a snapshot. She can share the results with her therapist, so progress between sessions is visible to both of them.
Over time, Maya has accumulated useful skills and tools in Flourish, set up daily habits, and built confidence she can carry forward on her own. Her skills stay available to practice any time. From a moment of crisis to a life of flourishing.
While Maya experiences one caring conversation, Aetna sees the system at work — a leader insights dashboard for engagement and outcomes, and a clinician dashboard, where every crisis conversation is reviewed for quality assurance and clinical safety.
Continuous, evidence-based support — before, during, and after moments of crisis, with psychologist-designed protocols behind every product decision and user interaction.