Building a scalable product to unlock the future of coaching.
What is BetterUp?
BetterUp is a people experience platform for professional coaching, immersive learning, and insights designed for everyone. As a development platform used by Fortune 500 companies, at it’s core it features a holistic, science-backed methodology that develops new lasting behaviors and mindsets.
The Challenge: Create a scalable product experience to adapt to the new business model enabling members to engage with multiple coaches.
Traditionally the business model was centered around a single coaching journey where a member was matched with a primary coach for the duration of their engagement. We needed to pave the way for members to seamlessly engage with multiple coaches, which meant we needed to completely overhaul the UX across all platforms.
The Solution: A scalable one-stop-shop, that encompasses a holistic and aspirational support system for workers throughout the enterprise.
With this future focused approach, we overhauled the product’s mental model and UX in order to support roadmap feature releases that launched later that year. By laying this foundation, it unblocked the ability to scale the business to hundreds of thousands of members. The new relationship-driven experience across iOS, Android, Web and Mobile Web, enables members to work with multiple coaches simultaneously, while maintaining access to their message and activity history with past coaches.
My Role: Senior Product Designer
As the only designer on this project, I led the UX/UI initiative from facilitating team brainstorming sessions during kick-off to working side by side (remotely) with engineers and a live prototype. As a team we were testing out a new method of working together, as opposed to the traditional set up, where UX/UI are well established and validated before moving into development, we worked concurrently through rapid prototyping. This enabled us to learn from our experiments and get a sense first hand in a live production environment how functional and intuitive this new mental model was. After countless iterations and working sessions, we successfully launched an experience that paved the way for a new robust coaching journey.
Before UX Redesign
Prior to overhauling the product’s mental model, the experience was rather task-driven and was not built or designed to support multiple coaching relationships.
My Process
Concept sketching from our team brainstorming session during the project kick-off.
