Skye - 360 Degree Feedback Tool
Project Specs
Summer of 2022, I was the Product Designer at Skye where we started an exploratory user research effort that aimed to discover what the key pain points people faced when receiving coaching. Furthermore, we wanted to determine how we can measure the impact of coaching more consistently.
My team and I built a 360-degree feedback tool that tracks progress over time to help measure the impact of coaching. The primary challenge in this project was ensuring the 360 feedback tool felt seamlessly integrated between the coachee and their coach engagements.
Role
UX Design
User Research
Visual Design
Usability Testing
Timeline
Jan - Jan 2023
Tools
Figma
Adobe Photoshop
Exploration
Stakeholder interviews
Skye’s key stakeholders are the coachees and the coaches. I wanted to hear directly from our users about their experiences and determine if Skye could solve some of the emerging pain points.
I drafted a user research plan for both stakeholder types and included questions like:
Tell me about the general structure of your last coaching session.
What was the most difficult part of working towards your goals?
What do you do to help your coachees stay on track?
Drawing themes and insights
Defining
25 interviews (15 clients and 10 coaches) and 100+ data points later, I was able to synthesize our research in an affinity map. The most prominent trends in the affinity map include:
Accountability
External validation from coaches leads to more internal motivation
Visualizing growth
Lack of tangible representations of growth results in higher chances to lose motivation
Clarity
Identifying the right skill to work on can be harder than setting actionable goals
Narrowing In
How can Skye measure impact?
All interviews pointed to a feedback tool. But because coaching is difficult to measure empirically, my PM and I wanted to understand the possible ways we can measure coaching impact:
Scientific: Can you leverage an assessment tool that can be compared over time?
External Anecdotal: Has a manager or direct report seen measurable improvement in the coachee over a period of time?’
Goals/OKRs: Has this improved the ability of the coachee to hit their targets and goals?
Coachee Anecdotal: Does the coachee enjoy and see growth from coaching?
Goal
Visualizing growth and impact
In a nutshell, we needed a scientific-based solution that ties in other impact measurement methods that elevates the coaching experience into a comprehensive feedback cycle.
This means creating a digital 360-degree tool that helps coachees and coaches easily identify areas of focus and demonstrates growth over time.
User Journeys
Integrating into the existing process
When creating a new tool, we first needed to know if it made sense and how we can seamlessly incorporate it into our existing user journeys. I mapped out Skye’s coaching journey process and we were able to identify an opportunity at the beginning of the process for a 360 tool.
User Flows
Planning the feedback loop
To dive deeper, I worked with my PM to outline solution requirements before drafting a user flow diagram that defines user roles in the 360 process. This diagram also compares the different user flows to see how they interact with each other and the feedback loop as a whole.
Design Process
The first sketches
Starting from scratch, I quickly tested layouts with paper sketches before moving onto further iterations and higher fidelity.
Design Solution
Skye’s 360-degree feedback tool
Visualizing Growth
Clear System Status
Clean Layout
Outcomes
User satisfaction
Over the course of the next 3 months, we collected surveys from coachees that rated their coaching experience.
9/10 User satisfaction (made progress towards goals)
4.5/5 Star rating of coach relationship
Reflections
Across the multiverse
Skye has a lot of user types. A LOT. Thus, the biggest challenge in this feature was mapping out all the flows and touch points of each persona to feel seamless. This feature also required an additional user type, the reviewers, which further added to the chaos. This project reinforced the importance of tailoring solutions to each user type as well as tackling overwhelming challenges with design frameworks and a calm attitude.