MindGym
Performa is MindGym's 1:1 online coaching platform, using precision coaching to create sustained behaviour change. I optimised the onboarding experience to activate users to book their first session and start their precision coaching journey.
Team
Product Manager, User Researcher, Content Designer, Engineers, Product Design
Role
Senior Product Designer
Opportunities
We ran recurring weekly sessions to help identify new opportunities and prioritise what to go after. The Opportunity Solution Tree brought the product experience team together to capture our opportunities, solutions, risks, assumptions and experiments to validate these using a data driven approach.
Activating users
Data showed that only 50% of users were booking their first session within 24 hours after being shown their available coach options. We proposed that an optimised onboarding experience leading in to the coach selection would increase trust and confidence for users to make that decision.
Validating assumptions
We started exploring some of the solutions to optimise the onboarding experience as prototypes, and brought these to our weekly usability testing sessions to get initial reactions and validate our assumptions. We also engaged with coaches to understand the value in the current process and hear what impact the proposed changes would have.
Iteration
Through the signals and insights gained from testing, we continued to iterate on the solutions until reaching a level of approval from users where we felt confident that we had validated the concepts and were ready to start implementing the new features in to the platform.
Building confidence and trust
An important element we wanted to improve was providing coach options to users based on their focus areas and availability, rather than the more random options used previously. This became more feasible now we could map coach options to focus area categories instead of the free-text. We also explored ways to ensure this connection was communicated clearly to the user so that they could have confidence to make a selection.
Solution
The optimised onboarding experience incorporated a number of different ideas and solutions. We proposed a more engaging intro screen, a lean-back self reflection flow, and communicated a clear connection between the user’s focus areas and availability with the coach options they could pick from.
As we started to incrementally implement the features we saw ‘users booking session 1 within 24 hours’ increase from 50% to 78% based on the improvements to the coach results.