CASE STUDY
THE CHALLENGE
Mighty 45, a new fitness app designed for virtual coaches to manage their business and train clients, was in the final stages of development. However, there was no content in place to support new business users or their clients. I was tasked with developing a comprehensive knowledge base, an onboarding process with instructional videos, and detailed support pages to ensure smooth adoption and minimize the need for live customer support.
THE PROCESS
I began by analyzing the app's features and potential user pain points. Working closely with the app development team, I outlined the key functionalities that business users needed to understand. From there, I designed a structured onboarding experience that included video tutorials to guide new users through account setup, app navigation, and feature usage. I also developed a searchable knowledge base using Tawk.to and FAQ section to address common issues and questions, ensuring ongoing user support.
Additionally, I provided live user support through Zoom webinars for new clients, offering real-time guidance and answering any immediate concerns. I also conducted usability research to gather feedback on new features, helping to refine the app’s design and functionality.
THE RESULT
The onboarding process, knowledge base, and support materials were successfully integrated into the app. The combination of asynchronous resources and live Zoom webinars ensured a smooth user experience. Usability research helped inform future updates, leading to increased user satisfaction and a more user-friendly product.