Research showed members were unclear on what to do first when starting the weight loss program. Our team needed to solve this problem so new members were confident in their first steps, find content engaging enough to return, and not unsubscribe. The solution included reorganizing the member set up process (e.g. weight goal, weigh-in day, etc.), establishing a weekly video curriculum and developing a lesson delivery strategy.
I was responsible to design an onboarding experience for our new Online members.
The design process involved close collaboration with stakeholders, understanding our new members needs, constant iteration after received feedback from our team and customers.
As a result the members were given a step by step video curriculum, that eliminated all of their frustration and supported them all the way through the onboarding experience.
