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Gloo// Console For Champions


An actionable interface built for a mentor or coach to easily provide encouragement, take time to check-in, or congratulate their clients on a a job well done.

Background Infomation



Console allows Champions (mentors, coaches, leaders, therapists) to manage their growth relationships. Champions can assign to-do items to a Growee, and can track their progress on a specific items or items. A Champion can also use Console to form a new Growth Relationship with an individual either on or off platform.


After a first release of the project a heuristic evaluation was done and feedback was collected which identified some usability problems. The goal of this project was to take what was developed and find a better solution.


Through 1:1 interviews and usability labs with existing member organizations and group interviews conducted with coaches and mentors outside the Gloo network, I worked with the product owner to uncover some of the key usability issues users were having in trying to navigate console. What was working and was not?







Current Design Implementation



Problem Statement and Key Friction Points



Currently, we are not making it easy for Frontline Champions to quickly identify the growees that they should be engaging with at any given moment, and take precise actions to continue helping them grow. Solving this problem would help our Champions increase engagement with their growees, which would allow them to deliver more value between face to face meetings.


During MVP Console usability testing cycles, users were observed failing to understand a variety of issues on the Updates tab, including:


1. Users are confused as to the difference between Priority cards and Progress cards

2. User did not understand the color-coding shown on Progress cards

3. The current design does not properly address Champions that use due dates vs those that don't.

4. Users would "lose" priority cards, not understanding that they dismissed when swiped.

5. Users got confused about card link target. I.e. they thought they linked to User detail.

6. Users did not understand why and when cards would appear (rules are complicated)

7. Users expected cards to appear (e.g. I just sent a to-do) that did not appear.

8. Progress items have "hidden" due dates that make them trigger, which leads to uncertainty.



Design Studio/ Ideation



Through a 2 day design studio I led a cross functional group of stakeholders and developers through brainstorming, sketching and card sorting exercises.



Usability Labs and Testing



We tested the prototype with 12 users making rapid iterations after every 3 users to ensure that we were getting the best results possible. Some of the tasks included were:​​

1. Explore Console to find the most recently completed program and let me know what date you originally assigned it.

2. Send your appreciation of Sarah’s efforts; let her know you approve.

3. One of your people is having trouble with a program. Identify this person and offer to help.

4. Take a moment to reorient yourself. Do you notice anything different about this screen? (Yes or no, ask them to trigger the refresh)

5. Please identify the Staff member whose Solid Monthly Support has increased.

6. Explore this section of the app and tell me what Ella’s current MPD balance is.

7. How would you return to Console from here?

8. You spoke with Jeff Garcia in person today about his task to improve mental focus, so you no longer need to use Console to encourage him. What action would you take?



Detailed Designs