The UX audit looked at the whole “Coachee Journey” from first impressions, getting matched/starting coaching, being coached, and supporting features.
The audit consisted of:
- Re-reviewing past user feedback
- Experiencing the flow ourselves
- Assessing these flows in a standard format
- Reviewing and synthesizing common themes
It revealed 5 thematic problem areas:
- Product onboarding: Users were dropped into the product experience without any guidance or instructions
- Meetings and configurations: Scheduling meetings was an extremely opaque and confusing process
- Torch “paths”: The extremely linear path construct and its structure was not conducive for the experience that Torch wanted their coachees to have
- Wayfinding and navigation: Torch's navigation ranged from being viewed as confusing, inconsistent, or irrelevant depending on which page you were on
- Emails/Notifications: Notifications were being used inconsistently and ineffectively
These findings resonated with our Chief Product Officer as she said "Where you're seeing issues follows exactly what I've been hearing from customers and the customer-facing teams." Our Lead Designer followed up with "I'm seeing the same issues from cohorts" citing a survey feedback study he had just wrapped up. From here, I was tasked with revamping our onboarding experience.