Vamsi Gadey
PRODUCT + DESIGN
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Vida Onboarding - Case Study

Two months since launch, Vida's clients were unhappy and coaches inefficient. A redesigned on-boarding flow helped setup clients and coaches for a successful relationship.

Vida's clients understood Vida's value proposition upfront, and coaches got more committed clients. There was a 35% reduction in coach change requests, and the average call duration for the first consultation went down by 25%.

MY ROLE

  • Design Lead / PM

  • MVP definition, main flows, mentoring

TEAM 

  • Me + Designer

  • 2 iOS developers, 1 Android developer

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DESIGN CHALLENGES

  • Understand the motivations and needs of clients & coaches during acquisition, enrollment and on-boarding

  • Understand points of friction throughout the onboarding and initial engagement phases of Vida service

  • Uncover opportunities for improvement and direction throughout

PROBLEM

People joining Vida had a really short on-boarding flow. We landed people in the chat and let the coach and client figure out a time that works for them.  

Vivamus pellentesque vitae neque at vestibulum. Donec efficitur mollis dui vel pharetra.
— Hope K.
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DESIGN PROCESS

Understand and define

I moderated a "design studio" session with colleagues from business, coaching and engineering. Each cross-functional team was given a research theme topic with the goal of generating as many ideas as possible related to their theme.

After the session, we consolidated our ideas and decided to focus on B2C experience first. We agreed we should learn more about the client before matching them with Vida coaches. We also agreed we should invest in making the client feel more "committed" before the first consultation. 

 

Diverge and decide

Prototype & Validate

 

 
 
 
 

FINAL DESIGN

 
 
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NEXT STEPS

  • Understand the motivations and needs of clients & coaches during acquisition, enrollment and on-boarding

  • Understand points of friction throughout the onboarding and initial engagement phases of Vida service

  • Uncover opportunities for improvement and direction throughout

OUTCOME

  • Understand the motivations and needs of clients & coaches during acquisition, enrollment and on-boarding

  • Understand points of friction throughout the onboarding and initial engagement phases of Vida service

  • Uncover opportunities for improvement and direction throughout