Instructions for Use

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What is the ieso program?

It is a digital wellness program accessed via a smartphone application (or “app”). It is intended to help adults living well with anxiety, stress, worry, and/or depressed mood.

Using a self-guided method, users have access to five digital modules that incorporate principles from cognitive behavioral therapy (CBT) through a variety of interactive techniques.

The program consists of:  

  • Text-based interactions with an AI conversational agent. Interactions follow a pre-defined conversational path and use generative AI to contextualize the agent’s responses and enhance the user experience.  
  • Clinician-written audio and video exercises that are integrated into the conversations to make the experience more engaging and educational.  
  • Emails from non-clinical Member Support staff at ieso. Member Support recognizes users’ engagement milestones, provides encouragement, and ensures users feel held in mind as they engage with the digital app.  

Please read the instructions for use and safety information carefully before using this app, and only use it if it is, and remains at all times, suitable for you.

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Who is the Program for?

The ieso app is for adults 18 years and older who are experiencing feelings of anxiety, stress, worry and/or low mood and seeking to learn how to live well with these feelings.  

Reflecting on your thoughts and facing your feelings can be hard, so be aware that some of the questions that are asked in the program may be challenging for you. However, it should not be an unpleasant experience.

If you are having a very difficult time and say things which could be perceived as increasing risk or danger to you or others, the ieso program may recommend that you consider other options for support.

The program does not provide any live clinical oversight while you use the app or check your interactions with the app to determine if the program remains suitable for you.  If you access the emergency resources and wish to continue using the ieso program, then you must check that the app remains suitable for you.  If you continue to use the ieso program in those circumstances, you are re-confirming that the app remains suitable for you.  

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Do not use this program or app if;

  • Under the age of 18.
  • You are currently or have recently been having urges to harm yourself or someone else.
  • You have current, untreated symptoms of a severe and persistent mental illness. For example: Post-Traumatic Stress Disorder (PTSD), Schizophrenia, Bipolar Disorder (BPD), Obsessive-Compulsive Disorder (OCD), or Personality Disorders.
  • You have an untreated eating disorder (e.g., Anorexia Nervosa, Bulimia Nervosa or Binge-Eating Disorder).
  • You have untreated problems with drug or alcohol use.
  • You require assistive technologies to communicate or type, due to the interactive nature of this program.
  • You are experiencing a significant impairment of cognitive function, such as within the course of dementia.  

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Safety Information

Not a treatment, diagnostic, or medical device

The ieso program is not intended for diagnosis or treatment of a disease or condition, such as Generalized Anxiety Disorder or Major Depressive Disorder.  

This program’s software does not meet the definition for a medical device under Section 201(h) of the Food Drug and Cosmetics Act, and is exempt from FDA regulation under the FDA’s General Wellness Guidance. The software does not claim to treat, diagnose, or prevent anxiety or depression. The software is intended to help users live well with feelings and symptoms associated with anxiety and low mood, and poses a low risk to users’ safety.

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Do not delay care or use in place of medical care or advice

As a mobile digital application providing self-guided tools and techniques, you might use the ieso program while considering whether to access some form of therapy or waiting for it to start. However, you should not use the ieso program if it is likely to delay or negatively affect utilization of future care.  

The ieso program is not intended to be used instead of medical or mental health treatment. Do not make any changes to medications or treatment plans without consulting your healthcare provider.  

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Not for emergency use

The ieso program is not intended for emergency use. If you are experiencing a mental health emergency or an acute mental health crisis, or experiencing suicidal thoughts, you should call 911 or go to your nearest hospital emergency department. The ieso program does not have functionality to raise an alert or start an emergency response.

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‍‍Installation and Operating Instructions

To install the ieso program:

  1. Download the ieso app from the Android or iOS app store on your smartphone
  2. An activation code is needed to use the app (if you are eligible to use the app, an activation code will have been given to you)
  3. Launch the app and enter the activation code when prompted
  4. Sign up by supplying the necessary information and setting up your account
  5. Ensure you have an active internet connection to use the app.

The app is only supported on devices or operating systems meeting certain minimum technical requirements which are currently as follows:

· an Apple device that runs iOS 16 as a minimum; or

· an Android device that runs Android 13 and above as a minimum.

Once installed, follow the guided self-help program, engaging with the conversational agents and various activities provided within the app. You will be encouraged to reflect on your thoughts and give examples as part of the exercises. You will then get a chance to review what you have learned and practice it over the length of the program.

The ieso program will intermittently ask you a series of questionnaires, which can help you reflect on your mood and anxiety over time. They are not to provide any diagnostic information.

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How Artificial Intelligence (AI) is Used in the Program

‍Throughout the program, Artificial Intelligence (AI) is used to create a more relevant conversation for you by making the AI conversational agent’s responses more natural sounding. This involves using AI to parse what you’ve written, present the program’s evidence-based content in the context of your inputs, and reference parts of your responses to simulate understanding and empathy. The AI conversational agent is not a human and at no time does a human type back responses to you within the app.  

This technology has been developed with clinician oversight and uses cutting-edge models and safety techniques to maximize performance and safety. The AI used in the ieso program is limited to delivering the program content and is limited in its ability to respond to other questions or requests.  

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Giving Feedback

If any messages from the AI conversational agent cause concern or aren’t quite right, you can tap and hold on any message from the conversational agent to send feedback to ieso. Your feedback is welcome and valued.  

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Account Security

It is your responsibility to keep your ieso program account secure. Best practices for keeping your ieso data secure include:  

  • Use a strong, unique password
    Avoid common passwords (like "123456" or "password") and instead use a combination of upper and lowercase letters, numbers, and special characters. Consider using a password manager to store and generate complex passwords securely.
  • Regularly update your ieso app and smartphone OS
    Make sure to keep your ieso app and the operating system on your device up to date to reduce the risk of data security threats. You can check for and download updated versions of the app on the Apple App Store and Google Play Store without losing your place in the program.  
  • Use biometric authentication
    The ieso app offers biometric login options such as fingerprint or face recognition. These are often more secure than traditional passwords, as they are harder to replicate or steal.
  • Secure your device
    Ensure your phone has a strong lock screen password or biometric authentication (e.g., fingerprint or face ID) to prevent unauthorized access. If your device is lost or stolen, this can help protect your sensitive information.  
  • Log out after use
    Especially on shared mobile devices, make it a habit to log out of your ieso app after you’re done. This prevents unauthorized access and keeps your data safe.

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Troubleshooting

We strive for seamless app performance, but technical difficulties can sometimes arise despite our best efforts. Below are some basic troubleshooting steps to help.

If you experience the ieso app freezing in the middle of a chat session or not displaying the text you’ve just typed, try navigating back to the Journey tab and re-entering the session you were in.  

If you reach a blank screen or the app appears to freeze and you are unable to navigate back to the Journey tab, close the ieso app and re-open it.  

We recommend using the app while connected to a consistent Wi-Fi or cellular network for each session of use. Switching back and forth between Wi-Fi and cellular may lead to delayed app performance.  

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Contact Us

You can reach out to ieso support by emailing supportservices@iesohealth.com. We can help with:

  • App or technology support (e.g., reset password, app not working) 
  • Routine support (e.g., finding ways to make the app and what you learn from it a part of your day-to-day)  
  • Encouragement – we want you to be successful!

Changes to the Instructions for Use document

This version of the Instructions for Use document is V2.1 and was last updated May 9, 2025.

The instructions for use document can be found on the ieso website.