"It's Complicated": From the Berlin practice to the digital therapy ecosystem

There is a growing call for effective suicide prevention and better mental healthcare. Experts emphasise that a trusting, patient-centered relationship is crucial for providing real help and preventing suicide, and innovative therapeutic approaches are becoming increasingly important.

There are various platforms designed to provide an overview of therapy services, for example therapie.de or the MUT-Atlas. The latter is an interactive map that can be used to find services throughout Germany. You can search for psychotherapy services, for example, and self-help groups can also be found on the map. If you need help with your search, you can contact MUT-Scouts. Providers such as Selfapy, MindDoc and Instahelp also offer rapid psychological support.

We spoke to the founders of “It's Complicated”, Jakob Lukensky and Johanne Konnerup Schwensen, about their service. With their platform, the two have made the leap from a small Berlin practice to a digital ecosystem for therapy. We also covered topics such as artificial intelligence, platform ethics and the future of psychotherapy in an increasingly technology-driven world.

What inspired you to build It’s Complicated?

Lusensky: Johanne and I met nearly 15 years ago in Berlin. We're both therapists—I'm a psychoanalyst and she's a clinical psychologist. Our friendship and shared frustrations with the limitations of our profession led us to open a joint practice, a small community for international therapists. Demand exploded—both from clients and therapists—and we realized the need for a scalable platform that helps people find the right therapist. So in 2019, It’s Complicated was born.

What makes your platform different from other mental health services?

Schwensen: First, we’re therapists ourselves. We built this with an in-depth understanding of the therapeutic relationship. Our platform is not about matching people quickly; it’s about facilitating the right therapeutic alliance. That’s the key to successful therapy. We also built a community—not just a marketplace. We offer tools for therapists, foster peer support, and have a community fundraise model where 10 percent of the platform is owned by therapists.

How is therapy paid for on the platform? Are insurers involved?

Lusensky: We currently operate in the private therapy space. Some clients with private insurance get reimbursed, but we’re not yet integrated with the German public health insurance system. That may come in the future, but for now, we’re focused on expanding access through private channels—especially in major cities across Europe.

Who are your clients? Is there a specific demographic you're seeing?

Schwensen: We see a wide range. Many younger people—often students—get therapy paid for by their parents because of long waitlists in the public system. We also have a significant number of internationals and expats. Some clients choose private therapy because they want specific approaches not covered by insurance, or because they’d rather not have a diagnosis recorded in the public system.

How do you ensure data privacy and security?

We take this extremely seriously. Therapy is deeply personal, and we believe the therapy room should remain sacred. Our platform is GDPR-compliant, encrypted, and we partner with DataGuard for cybersecurity. We don’t sell data. Period. Not even with a gun to our heads.

How did the pandemic impact the platform?

It was a turning point. Originally, we were more of a directory. But during the pandemic, we had to build real tech infrastructure—video calls, note-taking, messaging, invoicing. That pushed us to become a full SaaS-enabled marketplace. Small things—like being able to hide your own video feed during sessions—made a huge difference for therapists and clients alike.

What’s next for your platform?

Lusensky: We’ve grown organically to over 2,500 therapists, without advertising. Now that we’ve reached profitability, we’re focusing on expanding across Europe. Germany remains key, but we’re also building in other major cities. Each country has its regulations, so it's a gradual rollout. We’re also continuously improving our tech and onboarding more therapists speaking different languages and offering diverse modalities.

Where does AI fit into your vision?

Schwensen: AI is a huge topic for us and our community. We’re not against it—in fact, we’re actively researching how AI can support therapy, not replace it. Think note-taking, session summaries, or helping therapists build custom therapeutic exercises. But we’re very cautious about privacy and ethics. We’re holding community town halls to understand therapists’ concerns and needs before launching any AI features.

Have you encountered people using ChatGPT as a therapist?

Yes, both clients and therapists are experimenting with AI. Some clients use ChatGPT between sessions to reflect, while others rely on it entirely. That raises ethical questions. This is why education is key—people need to understand the legal and psychological implications. We’re also seeing therapists unknowingly use AI tools to process client information, which can be risky if not handled properly.

What do you think about AI-generated avatars of deceased loved ones?

This is a controversial area. There’s an insightful TED Radio Hour episode featuring MIT researcher Sherry Turkle, who argues that intimacy without effort can be hollow. We agree. Grief, relationships, therapy—these are all processes that require discomfort and effort. If AI shortcuts that, it may undermine the healing.

Are you planning to compete with large US platforms?

Lusensky: We’re aware of the big players—the “McDonald’s of therapy,” so to speak. They offer cheap therapy, but often underpay therapists and compromise on privacy. We’re doing the opposite: therapists-first, no data sales, and ethical growth. We’re small, but we’re building something sustainable, respectful, and truly helpful.

What do you think of the idea of a register for mentally ill people? There have been repeated discussions about this since the beginning of the year.

Lusensky: I view the idea of a registry for people with mental illness as deeply problematic. It risks reinforcing harmful stereotypes, violates personal rights, and undermines trust in the mental health system. History has shown us how dangerous such measures can be. People living with mental health conditions deserve care, not surveillance. Instead of creating fear-based policies, we should invest in prevention, education, and accessible support — approaches that actually protect both individuals and society.

(mack)