Merging coaching & content into one seamless app
Youturn Health • November 2022 - February 2023
Youturn Health (YTH) is a virtual support program designed to help individuals struggling with stress, substance misuse, and grief using their evidence-based methods. Their goal was to combine and modernize their coaching and content platforms into a single application.
Challenge
Documenting coaching activities was fractured and time consuming coaching and content platforms were disconnected. Inconsistent engagement with the content platform meant much of the organization's original content went underutilized.
Impact
I lead the delivery of high-fidelity designs and development enhancements for key areas of the Youturn Health platform, streamlining operations and reducing manual tasks to save users several hours a week and minimize revenue leakage, and merge both platforms.
The team
2 designers, 1 product manager, 2 software engineers, 1 engagement manager
Timeline
November 2022 - February 2023
My role
Lead the design team and the execution of research, applied design, and documentation
P R O C E S S
Solution highlights
01
Easy access to key information & tasks related to each participant
User scenario
Coaches and coach managers have dozens of YTH participants they support and require visibility and quick access to their active participants. Finding participants relevant to them could take a long time.
Solution
Essential information like name, phone number, assigned coach, status and task status & due dates gave Coaches/Coach managers the immediate visibility to action quickly.
Users could engage with a participant in a table to record an interaction, past or in-progress, without leaving the participant list.
03
10,000 foot view of coaching activities
User scenario
Coaches lacked visibility into key metrics measured by YTH leadership, while leadership did not have an effective way to view the data or trust the data as accurate.
Solution
A dynamic and visual coach dashboard surfaced all tasks and their status along with aggregate participant data, and performance data including utilization and participant satisfaction rating.
Carefully curated participant details
User scenario
Detailed information about YTH participants needed to be available and presented in a clear and streamlined way.
Solution
We designed a tabbed section with core information coaches and coach managers care about most including basic participant info, coaching plan details, and recent activity. This design enables task management and makes YTH participant content available for easy access.
04
02
Comprehensive notification center
User scenario
As new participants are assigned to coaches, the admins did not have an efficient way of notifying them. Contact with new participants is time sensitive and is a contractual obligation.
Solution
Informing users is only a partial element of the notification center. Making them actionable, especially for time sensitive activities, was the crux of this feature.
P R O C E S S
Are we aligned?
We understood our objective to be reimagining the content platform thus, two stakeholder interviews into our information gathering process, we were hearing concerns about the coaching platform and process.
Our product manager quickly organized a prioritization exercise to ensure our time and the business leaders were aligned. Using a Google doc, we allowed each stakeholder to rank each theme we heard in the interviews and aggregate them into a combined rank.
As a result, we pivoted to address coaching challenges like reporting, documentation, managing participants and coach management support.
D I S C O V E R Y
The users of Youturn Health
Speaking to both coaches and coach managers, we gained essential knowledge about pain points and needs for the future experience.
In addition to these essential users, we needed to consider primary program participants and secondary participants (i.e. impacted families). Participants and family members on their wellness journeys experience a range of emotions and events over time. They want access to resources and content which enable them to connect with the stories of others.
Defining the coach experience
Speaking to both coaches and coach managers, we gained essential knowledge about pain points and needs for the future experience.
K E Y T A K E A W A Y S
No two days are alike
Coaching sessions can occur anytime and unexpectedly coaches are out with their families, running errands, and etc leading to missing l or forgotten entries.
Info at their fingertips
Coaches and Coach managers need quick access to participants' profiles containing a summary of care, status and etc.
The same but different
No two coaches have the same process. The new platform needed to be flexible to work for different documentation preferences.
P R O C E S S
Visualizing key flows
To visualize the organization of content and relationship across the experience, IA diagrams were created for both the coaching and participant experiences. Doing so helped us call out areas that would required additional discovery or areas considered table stakes and a must for testing.
Participant content platform
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
P R O C E S S
What content? Scale how?
Participants endure a wide variety of personal challenges. Youturn connects them with bespoke content and coaches of similar experiences. High value is placed on the on-demand nature of the YouTurn platform and service. Inconsistent engagement with the content platform meant much of the organization's original content went underutilized.
Peer coaching is considered to be Youturn's unique selling point. However, the resources required to expand coaching wasn't feasible.
How might we enable and enhance a self-guided journey and recovery for participants?
B R E A K D O W N O F T H E P R O B L E M
Inconsistent engagement
Interaction with the content platform was sporadic. Users told us their use of the platform would ebb and flow depending on their circumstances.
Manual Onboarding
The process of adding participants to the content platform was manual and a strain on the organization's resources.
Monolith experience
YTH has an vast collection of unique content. Users wanted an dynamic, yet simple experience flexible between different platforms.
Limited profile management
Self-guided journeys for participants included making it possible to manage their information, find referrals, request coaching, and access assessments.
P R O C E S S
Solution highlights
01
Effortless onboarding
User scenario
The old enrollment process left room for error, was extensively manual, and relied on human capital to facilitate.
Solution
Self-guided onboarding provides a low barrier to entry for participants who may be exploring YTH or those ready to engage with the content and commit to coaching. Participants have the ability to skip to the content or tailor their experience on the outset.
02
A revamped profile
User scenario
The old experience offered limited control to participants. They were unable to request coaching, store valuable information.
Solution
Reimagined, the profile houses information essential to YTH coaches such as military status, coach information and preferred contact methods. Participants can view and complete assigned assessments from their coach, view upcoming webinars, and signup for and manage event registration.
Outcomes
Streamlined operations
We crafted an experience that will enable Youturn to streamline different business operations, reducing manual tasks and disparate internal processes saving internal users several hours a week.
Key design flows delivered
The team delivered high-fidelity designs for 4 key areas of the experience, prioritizing the efficiency of the coaches and coach managers to minimize revenue leakage.
Development enhancements
With the architecture and roadmap clearly defined, an extended team provided development enhancements across the Youturn Health platform to bridge the transition toward the client’s future engineering resources.