Coaching Dashboard
Client
Monj helps people lose weight, treat chronic illness and have a healthier lifestyle by applying behavior change science in a fun and engaging way.
Project
Reimagine the coaching dashboard to improve existing experience and create new advanced tools for the management of a large number of members.
Who is this for?
Monj coaches help members improve their health by losing weight. They support members individually and in teams.
The Goal
Coaches need to spend way more time coaching (interacting with members) and way less doing everything else (admin, scheduling, prepping for member meetings, taking notes after member meetings, figuring out which members need proactive help when).
This goes to both profitability and effectiveness of the programs. Coaches are expensive resources, so the more members they can service effectively, the more profitable the business can be. And the more effective they are, the more satisfied members are, which leads to better retention and growth of the business.
Research | Dashboard Review
The existing 1.0 dashboard was designed for a different business model (the company pivoted from cooking lessons to coach-assisted weight loss programs), so the whole UI paradigm was misaligned and got in the way of reaching these goals.
Coaches described it as:
- confusing
- scattered
- time-consuming
- hard to navigate
On a design level:
- requires workarounds to complete task
- too many different levels/types of navigation
- lacking clear information hierarchy
- visually overwhelming & inconsistent
Research | USER Interviews
I conducted interviews with health coaches who had been working with members in-person for years, so they were a wealth of information about the member experience. Weight can be a sensitive and triggering topic, so talking to these experts was invaluable.
User journey Mapping
A couple of Health Coaches walked me through the wide range of tasks that they complete in great detail. It included actions both on the existing dashboard as well as off-line, including many hand-written processes and workarounds.
This is a User Journey Map for one of their regular tasks.
CHALLENGE
How can the coaches focus their time only on necessary coaching matters?
How do we streamline processes that are currently being handled off-line?
How can communication be improved between coaches and members / teams?
Information Mapping
I kicked off the process by taking every piece of information currently living in the existing dashboard and laying them out in different groupings. I reviewed the problems and features that arose from user interviews and factored them into the organization.
For each structure explored, I ran through user journeys to evaluate if this solution would solve the range of tasks.
Wireframes
After aligning with the team about the workflow and prioritized features, I began to work on creating the wireframes. This shows just the new member onboarding experience and not the rest of the many features. I conducted a review with these mockups to gain early insight from the coaches.
TESTING
We tested prototypes with a selection of coaches in order to course correct and finalize designs before handing off to the Engineering team.
BUILDING & Iterating
As features were built, we were testing and gathering feedback in order to refine as we go. The result was a pretty dialed-in MVP product upon launch.
Validating
Validating the design solution through user testing helped build confidence in the design decisions. Coaches eagerly anticipated the launch.
FINAL UI
Outcomes
50% increase in coach billable hours per day
Before: 4 1 hr client sessions. requiring 4 hours unbillable prep time
After: 6 1 hr client sessions per day, requiring only 2 hours unbillable prep time
The member profile provides an "at a glance" snapshot of member goals, progress, issues, and previous interactions making it much quicker and easier to get up to speed on a member's status.
Outcomes
Increase from 2 to 6 proactive member communications per month
The new "Nudge feature" mines member data to suggest messages for coaches to send to encourage positive behaviors in the moment, and remind members to re-engage when they are just starting to slip.
This lightens the cognitive load and allows the coach to rely on these prompts to reach out rather than hunting around for the relevant information.
Outcomes
Increase coach capacity from 40 concurrent members to 80
Reduction of coach admin burden around scheduling sessions, taking notes and prepping for meetings frees up more time to spend directly on members
Group features like facilitated chat topics let members feel more engaged with less direct coach interaction.
Team
Our cross-functional team worked closely together from conceptualization to building the finished product. By working directly with developers to iterate and troubleshoot, we were able to improve the product in the most efficient way.
Client Feedback
"I worked with JR creating a coaching dashboard website and the results were fantastic. She understands UX and her designs will be as easy to use as they are easy on the eyes. She comes up to speed quickly to understand the product requirements. If (when) a conflict arises between a design decision and technical requirements, she will work with you to come up with a solution that works for your users and your engineers. I can't recommend her enough."
- Eric Desch, Back End Developer
Let's talk!
jrfarel@gmail.com