i-Coach: Management Effectiveness Program Learning Workshop Series
Creating a fun and engaging program for learning and development
Project Brief
Overview
Welk Resorts was launching an extensive 15-class program for manager-level Team Members. This program was a series of learning workshops—15 in total—that were designed to coach Supervisors, Assistant Managers, and managers on the relevant skills and competencies that were required in order to maintain and enhance their effectiveness in their roles and responsibilities.
The Problem
Each in-person class is four hours long. Managers are very busy and four hours is a lot of time. What could be done to make these classes useful, but also enjoyable? What needed to happen for managers to retain the information of what they learned?
Role & Responsibilities
UX/UI Designer + Graphic Designer – Research, Interaction and Visual Design, Prototyping, and Testing; Design Strategy, Concepting, Branding, and Print Production.
Discovery/Empathize
User Interviews
Qualitative data was gathered through informal one-on-one, in-person user interviews with ten people. Users were company Team Members who have attended either an i-Coach session or a company-created class. Below are are the following goals/objectives and pain points/frustrations:
Stakeholder Interviews
Below are are the following goals/objectives and pain points/frustrations discovered after speaking with the stakeholder:
Analysis/Understand
Solution & Hypothesis
The solution that we all came to an agreement on was designing a mobile app. Specifically a gamified app. But why a gamified app?
Design/Iterate
Sketches & Low-fidelity Wireframes
After coming up with a few solutions, I started writing down a few notes, then quick sketches and low-fidelity wireframes.
Classes, needs, and quick sketches of an app. Click image above to enlarge.
App Concept: Sketches, High-Fidelity Design, Mockups, and Prototype
For the app, I applied the same branding I used for all the printed collateral. I took into account the pieces that were printed and used during live classes so that the program branding remained consistent whether you were taking an in-person class or a self-paced one on the app.
Quick sketches of i-Coach app launch, sign-in/onboarding, course list, and account screens. Click image above to enlarge.
High-fidelity i-Coach app gamification example. Click image above to enlarge.
High-fidelity i-Coach app course example, user profile, and leaderboard. Click image above to enlarge.
i-Coach prototype, shown with and without hotspots. Click image above to enlarge.
Concluding Thoughts
Mockups of app in use. Click image above to enlarge.
Outcome
Due to time and budget, I was only able to present the printed collateral pieces, which were all approved and printed. The program had changed within a year—classes went from a duration of four hours to one hour and eventually the stakeholder left the company. The app ended up being something I worked on during my free time since it wasn't budgeted by the company. I did receive a lovely comment from the stakeholder:
I am absolutely enthralled and amazed by the kind of planning, coordination, creativity, talent, promptness and commitment shown by Liza on/with this project! It was an amazing experience to partner with her on the project and to see how her dedication and work product was unrivaled. Many many thanks!! — Shutopa Das, MSC, ODCP, RRP, Corporate Director Learning & OD
Lessons Learned and What Could Have Been
Due to time and budget, only half of the proposed solutions came to fruition. Here are few lessons learned and what I think could have been if all solutions were allowed to go through:
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