Lead UX Designer — 3 months
Elevate
Creating an AI-enabled coaching platform for managers
Opportunity
The existing manager engagement platform faced challenges with static scoring and a lack of actionable insights, which left users and clients uncertain how to drive real improvement. This risked stagnant engagement and potential churn. We were given the mandate to create a next-gen version that addressed these gaps by delivering personalised guidance and deeper organisational insight.
Outcomes
Provide a single, unified view of manager effectiveness
Create a hyper-personalised and contextually rich experience for users
Improve platform engagement through effective use of AI technologies
Key metrics
Commitment completion rate %
Active user engagement (WAU/MAU)
Average engagement time per session
Check-ins frequency per commitment
Discovery research
We interviewed 12 participants, HR Directors, HR Project Managers, People Managers across different sectors and industries to understand how they are using the products.
We tested the new scores journey with internal participants, using scenario based testing to see if they successfully undertook the task given.
Whilst measuring task success, we also asked them various questions around expectations, likes and dislikes of the platform.
Insights
Opportunities
Research insights
Overall the testing showed that users were successful with task completion. Opportunities to improve onboarding flow was highlighted as overly long and complicated, meaning there were usability barriers to entry.
Users found the platform informative as a measurement of their management engagement. However, they felt there was little reason to return to the platform after initial login.
Users expressed a desire for greater contextual information and examples to help them define the actions to improve and develop — which the platform was missing.
The problem space
MC³ was our longstanding manager engagement platform, tracking how well managers motivated and supported their teams. Over time, we found that managers struggled with what to do next.
The platform lacked insights into team performance and organisational clarity, leaving managers unsure how to improve or lead effectively.
Observed challenges
Client feedback frequently raised challenges with the scoring methodology
Engagement levels remained modest despite ongoing efforts
Content and interface were lacking personalisation and context
Generic content increased cognitive load, forcing managers to interpret relevance themselves
Exploration
Working cross functionally with engineering, product and data research teams. We worked through the information architecture for the app to support the improved scoring methodology across three new factors.
We explored different approaches for the core journey, highlight development opportunities and action planning, to see which approach would be viable. Feasibility of how to best integrate generative AI to help users create their development goal and give greater context was also key early in the design process.
Ideation & low-fi exploration
Hi-fi explorations
Impact
Since launching Elevate, weekly active manager engagement increased 27% vs original platform. Additionally, session lengths have increased 15%, indicating deeper and more meaningful interactions with the product. Qualitative feedback from managers emphasised the "coach-like" guidance and helpful actionable next steps.
Key learnings & next steps
We've gained valuable insights into how managers engage with the platform, highlighting opportunities to refine and enhance their experience, particularly on mobile devices. Moving forward, our focus is on deepening the AI-driven coaching capabilities to deliver even more personalised guidance, and integrating Elevate seamlessly with other products in the suite to provide a unified and seamless user journey.