WW (Weight Watchers)
Studio App
Studio App
Role: Lead product designer
Client: WW (Weight Watchers)
Date: 2019-2020
Studio App is an internally global unified platform built to empower our studio team members (STM) with the means to run in person workshops and create personalized conversations that help WW members meet their goals.
The Task
Thinking beyond current systems
WW coaches and guides that facilitate in-person workshops and interface with members used vastly different tools across markets and countries to do the same things – support our members with accountability, support, and education.
Each tool was flawed; not only was there a lack of consistency across the platforms, but the tools were outdated, hard to maintain, and hindered coaches and guides from supporting members.
In order to solve this problem our team aimed to replace all the unmaintainable, outdated systems with a unifying product.
The Challenge
Starting small,
Growing over time
In order for all markets to adopt this new system, we needed to be able to support a global set of core needs for daily operation.
We aimed to make sure STM’s could spend the least amount of time in the experience as possible, giving them more time to support members in person. It became clear that solving certain needs across markets was our best path forward for scalability and impact.
After extensive research into the existing tools and stakeholder needs across the markets, we identified 4 primary need areas:
Attendance
Staffing
Payment processing
Transactions
The Hurdles
Uncovering the
right context
The biggest hurdle was that many times decisions are made as a response to a limitation or constraint of a situation.
Constraints from the existing tools lead to specialized business practices in each location. This impacted both the member-facing staff, as well as the administrative offices.
We needed to understand the context behind these rules, policies and processes, in order to change the systems that would support this new digital experience.
The Solution
A unified system for
supporting members in workshop
With so much to replace, we approached the work in bite sized pieces as much as possible. By leveraging pilots for continuous feedback and planning updates in phases we were able to learn as much as possible every step of the way.
Check In
Enabling members to sign into the workshop as quickly as possible
Wellness Check-in
1:1 time for members with a WW Coach or WW Guide to weigh-in and discuss their progress
Point of Sale (POS)
Enabling members to purchase memberships and physical products
Staffing
Enabling STM’s to manage who is on shift, timesheets and roles
Reporting
Enabling STM’s to access studio data during and after a workshop has concluded
Enhancements when we could
We found ways to add small upgrades along the way
Just to name a few: Logging in, finding a workshop, setting up a new member profile, pinned notes, accepting legal terms, managing communication preferences, processing discounts, and plenty more…
