Cross-Platform Chat Messaging

DEVICE

Desktop

INDUSTRY

Healthtech

AUDIENCE

Organizational employees
Internal Coaches

SUMMARY

Members of a health and wellbeing platform had no way of communicating with their assigned coaches or teammates as part of integrated activities. I led the design for a Chat platform that increased program engagement by 21% + coach interaction by 45%.

COMPANY

Aduro

DURATION / YEAR

4 months (2024)

STATUS

Shipped

ROLE

Lead Product Designer

CONTRIBUTION

UX  ·  Visual  ·  Research  ·  Testing  ·  Prototyping

Platform Context

WHAT IS THIS DESIGN A SOLUTION FOR?

Aduro, a healthtech company centered around creating wellbeing solutions for organizations, offers a Coaching solution for its members. These coaching interactions are mainly focused around cardiometabolic health assistance, as well as overall human performance improvement. Coaching 3.0 is the latest version which promises an upgraded experience for members to communicate with their coaches and access personalized experiences.

The Challenge

BUSINESS GOALS

As part of Aduro's vision for a holistic (#oneexperience) platform for members and coaches, this initiative started with extending Coach Chat to desktop for all members. This broader vision required rethinking the business landscape to scale this simple interaction into one that could support multiple products and services, both now and in the future.

PROBLEM

Desktop was the most active device for Aduro members, accounting for 64% of usage; however, Coaching was one of Aduro's key products and only available on mobile. Noticing that members engaged most with the Coaching platform while at work on desktops, we saw a major opportunity to boost both Coaching and overall platform engagement—areas our clients had expressed strong interest in expanding.

The Ask

SUMMARY

Design desktop version of Coach Chat with a distinct approach from mobile, considering the needs of all members and not only those who are actively working with a Coach.

STRATEGY

Aduro is advancing its #oneexperience vision to unify all applications into a seamless platform, moving beyond isolated products. This includes expanding Coach Chat to reach new audiences and ensuring accessibility for all users. As Coach Chat becomes universal, it must align with this vision rather than serving a specific user group. I focused on designing it to scale and integrate with various features and interaction points, key to delivering a unified experience.

Research Synthesis

20 MEMBER INTERVIEWS

6 COACH INTERVIEWS

10 EXTERNAL CLIENT ADMIN INTERVIEWS

50+ SURVEYS SUBMITTED

COMMON PAINPOINTS

COACH SUPPORT CONTENT NOT EASILY FOUND

8 out of 10 coaching sessions result in goal-supporting content (Paths, Workshops, or Challenges) being sent over to the member from their coach. Searching and keeping track of recommendations over time was tedious for our members.

LACKING TEAM CHALLENGE COMMUNICATION

Team challenges were left feeling like a solo adventure unless those teams created a separate group chat within other third-party messaging applications.

.

LACK OF COMMUNITY / ISOLATED JOURNEY

Learning to adopt new lifestyle habits and grow in a platform where the only interaction was with a Coach felt like a very filtered experience that wasn't reaching most people on an interpersonal level.

User Journey

CRITICAL POINTS IN THE CURRENT EXPERIENCE

The user interviews and surveys highlighted several important painpoints for our members and coaches within the current mobile experience - not just for the Chat feature, but for interactions within the app as a whole.

The Result

TEAM CHAT SOLUTION

The Member/Team messaging within the Chat platform was completely new as a whole. I designed the entire interface, including social features to drive engagement.

COACH/MEMBER CHAT SOLUTION

Although Coach-Member Chat existed in our mobile platform, I re-envisioned its features for Desktop, with the goal to redesign mobile during Phase 2 (in Q4)

Impact

Overall, this design was a major success that created a lower barrier for Coach interaction, and added our very first social features into the platform for member-to-member comraderie.

21%

45%

🠅 INCREASE IN MEMBER PROGRAM ENGAGEMENT

We've seen a large number of members become more active in their program, namely from the new Coach-Suggested Content panel

🠅 INCREASE IN MEMBER-TO-COACH INTERACTION

There's been a drastic spike in member-to-coach interactions, with a large portion of that coming from the new AI Suggested Replies and emoji reactions