CoachVantage
CoachVantage
CoachVantage
CoachVantage is a management and communication system for professional coaches. I was tasked to find new avenues for growth. This led to the design, testing and creation of a forms feature.
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Deliverables
Web App Feature
Problem Statement
The Product
CoachVantage is an all-in-one management system for professional coaches all over the world. It allows coaches to schedule coaching sessions, disseminate worksheets, create invoices and more.
Requirements
CoachVantage was looking for was to expand their product offering. As most of its clients were from the USA and UK, the team was looking for a UX expert to better understand customers. Below were the 3 goals of the project:
Understand
Gather user feedback and quantitatively identify promising ideas.
Broaden
Increase the scope of the system to cater to growing demand.
Streamline
Improve usability. Reduce the number of support tickets by 20%.
Exploring
Gathering Information
To understand the context and user needs of the product, I carried out 6 in-depth interviews with professional coaches to discover their needs.​ They were all existing users of CoachVantage, though some used it only once while others had used it for months.
Creating Understanding
The results of all the research was organised into an Airtable spreadsheet. Feedback was given priority based on the number of users who requested for the feature and the severity of the pain point.
Research Outcomes
To explain the outcomes to the team, I created a research report highlighting the my recommended features to implement. Then, I presented my findings to the team. We decided which features to implement with the help of an impact-feasibility graph. With everyone aligned, it was time to create prototypes and test them out with users.
Iterating
Prototyping
To visualise and test the usability of the web app, I created high-fidelity prototypes for all usability tests. I used Figma.
Usability Testing and Research Outcomes
I conducted usability tests with 6 professional coaches. These produced numerous design changes, both big and small. Below I detail just 2 of the many changes that were done.​
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I interviewed coaches from USA and the UK. I faced some issues while interviewing difficult users. For example, some users:
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Derailed the usability test to talk about their problems on the actual site,
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Had ADHD so the conversation would go off on tangents, and
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Prepared an overwhelming list of features they wanted.
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To combat these problems, I would listen to the user the first few times they went off tangent to make sure this was not a one-off distraction. However, if they continued to do so, I would gently remind them of the purpose of the usability test and direct them to the contact us page should they like to schedule a feedback session.
Research Outcomes: Series of Changes to Designs
Designs have been replicated and recreated for confidentiality purposes.
Final Design
Final designs have been replicated and recreated for confidentiality purposes.
Conclusion
Key Takeaways
Working on a feature-based project was very interesting as I learned to go deep and throughly research part of a platform. I also learned how to use Figma's Auto Layout in much more depth and competence.
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In Hindsight...
The user interviews and usability testing were particularly challenging as there were a few difficult users that I had to manage. If I could do them over again, I would state the purpose of the usability test earlier to remind users not to go off tangent.
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Future Plans
CoachVantage has been implemented in end 2020. Please see it here (you will have to create an account to see the forms feature).