Reimagining the Coaching Experience

Problem Statement

Under a tight deadline, we were tasked with developing a new, higher-touch coaching experience within our existing app and platform. The primary goal was to empower coaches to create and deliver personalized, 4-week wellness plans, leveraging wearable data to make real-time adjustments accessible to members.

Hypothesis

By increasing coach-member touchpoints and personalization, we hypothesized that members would develop stronger relationships with their coaches, leading to increased engagement, improved adherence to wellness plans, and ultimately, better outcomes.

Design and Development

Given the tight timeline, we prioritized a lean, iterative approach, focusing on the core functionalities essential to the new coaching experience. Our design decisions were informed by:

• Exos Methodology: We leveraged our science-backed methodology to ensure the new experience aligned with best practices.

• User Research Insights: We analyzed existing user data to identify key pain points and opportunities for improvement.

• Rapid Prototyping: We used rapid prototyping techniques to quickly iterate on design concepts and gather feedback from stakeholders.

Key Features

• Personalized Wellness Plans: Coaches could create tailored plans, incorporating wearable data and member preferences.

• Real-time Plan Updates: Coaches could make immediate changes to plans, which would be reflected in the member's app.

• Enhanced Communication Tools: We implemented features to facilitate seamless communication between coaches and members.

Results and Impact 

Our new coaching experience has yielded significant improvements:

• Increased Activation: Activation in the first 7 days jumped from 47% to 77%.

• Improved Performance: Members experienced an average 16.8% positive change in performance scores.

• Enhanced User Satisfaction: NPS score increased from 69 to 87.5, indicating high product-market fit.

• Stronger Coach-Member Relationships: Coach ratings increased by 4.2%.

Conclusion

By strategically increasing coach-member touchpoints and leveraging technology to personalize the coaching experience, we have successfully improved member engagement, satisfaction, and outcomes. This case study demonstrates the power of data-driven design and rapid iteration in creating impactful digital health solutions.