Increasing coach capacity
Improving the productivity of our coaches to scale their member capacity in order to reduce operational costs
Company
Sleep Reset
Role
Product Designer
Time
Q2 2023
Sleep coaching sets us apart from other sleep apps
Sleep Reset is an app-based digital sleep clinic for people with insomnia. The app provides each user with a dedicated sleep coach they can message on a daily basis for personalized support and guidance.
Coaching is one of the strongest pillars of the sleep program and drives sleep improvement efficacy and overall program satisfaction. Coaching is also a very costly operation to provide each user. By increasing the member capacity each coach can service, we can reduce the cost-per-subscriber towards a profitable contribution margin.
Existing coach tools require multiple disjointed workarounds that hamper productivity
Speaking to sleep coaches, we were able to uncover a lot of pain points and inefficiencies with their tools and workflow to manage members.
Coaches are supposed to use Hypnos - a custom built tool for coaches to view their members and manage their member-related tasks and accounts. However, due to pain points with the usability of Hypnos, coaches had difficulty knowing which members needed attention and instead tracked their member tasks on a separate Google Sheet.
On top of that, coaches had to message members through Intercom. This meant they were tabbing across three separate tools to complete any single task.
By improving Hypnos, we wanted to consolidate these workflows to reduce tab switching and context switching while only surfacing relevant members and member-related tasks that needed servicing based on time sensitive. We would measure this project success by increasing member capacity per coach while maintaining weekly estimated coach hours.
