Naluri Coach Platform Reimagined

Transforming the Coach Platform to improve collaboration and coaching outcomes

Role

UX/UI Designer

Industry

Health & Fitness

Duration

3 months

Overview

After conducting a user satisfaction survey last year, we discovered that the two most popular features of our service are chat with coaches (60% of respondents) and the food journal (36% of respondents), where users receive feedback from dietitians on each meal they upload. This highlights our competitive advantage in offering a personalized experience alongside digital health.To maintain this advantage, we decided to enhance the coach platform to improve coach efficiency in providing care to members.

At Naluri, our Coach Platform is essential for our multidisciplinary coaches to connect with users, review health profiles, and share notes with one another. With a focus on holistic health, it’s crucial for our coaches to collaborate effectively to help members achieve their goals. I was tasked with revamping the platform to boost coach efficiency, effectiveness, and collaboration.

This case study highlights the conception and partial launch of the revamped Naluri Coach Platform. Some of the key achievements from the project below:

Spearheaded design solutions to enhance coaches' productivity and efficiency, showing progress toward each coach providing care for up to 600 members.
Established and enforced ideation workshop and cadence to collect user feedback amongst product and care delivery teams, emphasizing the importance of the voice of users to enhance experience design and operations
Established the information architecture and design system to ensure visual consistency across the platform and accelerate future development.

Overview

This case study highlights the conception and partial launch of the revamped Naluri Coach Platform. Some of the key achievements from the project below:

Spearheaded design solutions to enhance coaches' productivity and efficiency, showing progress toward each coach providing care for up to 600 members.
Established and enforced ideation workshop and cadence to collect user feedback amongst product and care delivery teams, emphasizing the importance of the voice of users to enhance experience design and operations
Established the information architecture and design system to ensure visual consistency across the platform and accelerate future development.

DESIGN PROCESS: RESEARCH

Inspiration Gathering

Workshop

We kicked off the initiative with a half-day design workshop for key stakeholders, including Care Delivery Managers, Lead Coaches, the Product Lead, Engineering Lead, and the Design Team.

Competitor Analysis

Finding internal tool products for competitor analysis was challenging, but we identified similar products like clinic systems and Salesforce for Healthcare.

Survey

We collected feedback from all users through Maze survey to validate concepts and gather key information to help them deliver care more effectively.

DESIGN PROCESS: INSIGHT

Gaining Clarity

Establish Persona

By defining the user persona of the coach platform, we can identify their key motivations and pain points. This understanding allows us to address these concerns effectively when redesigning the platform.

Identify Journey map

During the workshop, we involve all stakeholders and main users of the coach platform to identify key activities, pain points, and new opportunities throughout their entire coaching journey.

Establish Product Vision

Aligning all stakeholders during the coach platform redesign is crucial to ensure everyone supports the initiative. Establishing a clear product vision provides direction and keeps the workshop focused on our goals.

Understanding Priority

As part of our research, we aim to identify key aspects of the coach platform that need improvement. We conducted a voting session during the workshop to pinpoint critical issues for the redesign process.

DESIGN PROCESS: IDEATION

Design Audit

The platform was cluttered, hindering coaches from efficiently reviewing member details.

Information Overwhelm:
Too much data made it hard to focus on what’s crucial.

Overloaded Interface:
Coaches had to navigate multiple tabs for member context.

Time-Consuming:
Coaches wasted time piecing together member profiles before engaging them through chat

Inefficient Information Transfer:
Disorganized information sharing led to repeated questions from different coaches, negatively impacting the member experience.

Optimizing Experience

Information Architecture & Navigation Levels

I reorganised the platform’s structure to make information easier to find and use, inspired by successful of Naluri app and web layouts.

User Flows and Journeys

I remapped user flows based on the workshop exercise to ensure the redesigned platform meets all users' needs. The flows were presented to coaches for verification to ensure no critical steps were missing and that they aligned with their daily workflow.

DESIGN PROCESS: DESIGN

Visualizing Ideas

I developed a low fidelity wireframe to be tested in usability sessions. My focus at this stage is to ensure that the information structure is easy to navigate and to understand the functionality of the newly redesigned coach platform.

Usability Testing

I conducted tests with several coaches to validate the following aspects:

The ability for coaches to find specific information within a member's profile.
The ability for coaches to prioritise members who require attention.
The ability for coaches to access quick information about members before interacting with them.

Common themes identified through the interviews

Efficiency and Simplicity of the New Coach Platform
Effective Insight Gathering through Case Notes
At-a-Glance Member Insights Improve Coaches Efficiency

FINAL DESIGN

User-Driven Design Decisions

Based on the feedback received from usability testing, we improved the design and created the first iteration of high-fidelity prototypes.

Member’s Profile

One of the key updates to the platform structure is the redesign of the member profile. We reorganized the information architecture to reduce clutter.

Members' active programs and recent activities are now consolidated under the “Recent” tab, allowing coaches to quickly identify areas that require immediate attention.

Additionally, the chat remains visible at all times within the member profile, providing coaches with easy access to respond while referencing health information and activities.

Expandable Member Profile

In addition to the informative left panel, the expandable top panel provides coaches with a quick overview of important health risk statuses and goals for each member.

While this expanded profile may not need to be open at all times, it serves as a valuable reference for coaches seeking a snapshot of a member’s health goal and current progress on their health journey.

Health Snapshot

Coaches can now access overall member health information through the new “Health” tab. This redesign, inspired by the updated member app structure, provides a quick overview without requiring coaches to dive into every detail.

While coaches can still access specific information within the respective journals or assessments, they no longer need to review each journal before responding to members. This change streamlines their workflow and enhances efficiency by allowing for quicker contextual understanding of each member.

Collaborative Case Notes

Case notes were available on the previous coaching platform but lacked organization, making it difficult for coaches to find context quickly.

The updated case notes feature introduces several improvements, including the ability to tag notes by category, which enhances navigation and allows coaches to efficiently locate specific information.

Additionally, the filtering options improve the findability of notes, increasing the effectiveness of both writing and reviewing them. These enhancements support multidisciplinary coaching by fostering better collaboration and communication among coaches.

Design System and Style Guide

Using the Naluri app and web design system, I enhanced the coach platform’s design system and style guide to support specific use cases, ensuring consistency and improving user experience while streamlining product development.

Challenges and Constraints

Legacy Tech Limitations:
To ensure the scalability of the new coach platform, extensive backend changes are required. However, significant technical debt and inadequate legacy architecture and documentation lead to frequent disruptions and delays in implementing these changes.

Healthcare & Tech Industry Constraints:
Needed to maintain contract stability as a lean startup. Despite a 70% workforce reduction due to investor concerns, the company stayed committed to wellness programs, leading to a disruption in the coach platform’s development and requiring a deprioritization of work.

Strategy and Approach

Prioritising Impact & Necessity:
To ensure the scalability of the new coach platform, extensive backend changes are required. However, significant technical debt and inadequate legacy architecture and documentation lead to frequent disruptions and delays in implementing these changes.

Phased Implementation:
Led working sessions with stakeholders, product, design, engineering, and data teams to align on commitments, requirements, impacts, and feasible outcomes. Introduced UX design to seamlessly integrate old and new coach platform, ensuring user journeys remained uninterrupted during the transition.

The Outcome

The development work is almost at the tail end of completion, this initiative and process have laid a solid foundation for expanding the Coach Platform, benefiting not only the product and engineering teams but also a wider range of internal stakeholders.

In addition to the successes gained through the process, some further accomplishments from the project:

Created a success matrix to assess the solution's effectiveness, focusing on coaches' capacity to care for members. We are gathering Patient-Reported Outcomes (currently rated 3.6/5) to establish a baseline for measuring coach effectiveness and member satisfaction.
Established weekly updates with the care delivery managers, coach supervisors to update on current progress, new feature releases, and updates, ensuring alignment among stakeholders each week.
Implemented a continuous loop of feedback, surveys, and usability testing with coaches to drive iterative improvements of released features, ensuring the platform meets their needs effectively.

Challenges and Constraints

Strategy and Approach

The Outcome

In addition to the successes gained through the process, some further accomplishments from the project:

Created a success matrix to assess the solution's effectiveness, focusing on coaches' capacity to care for members. We are gathering Patient-Reported Outcomes (currently rated 3.6/5) to establish a baseline for measuring coach effectiveness and member satisfaction.
Established weekly updates with the care delivery managers, coach supervisors to update on current progress, new feature releases, and updates, ensuring alignment among stakeholders each week.
Implemented a continuous loop of feedback, surveys, and usability testing with coaches to drive iterative improvements of released features, ensuring the platform meets their needs effectively.