Redesigning the Youturn Health Platform

Youturn Health is a virtual support program designed to help individuals struggling with stress, substance misuse, and grief through peer coaching and a self-learning platform. As the number of coaches and participants grew, leadership recognized the limitations of the current experience, making it difficult to scale effectively.

My Role: Senior Designer

Timeline: 6 months

Tools: Figma, Maze

Updated Participant List

Coach Dashboard

Time Tracking

Problem Statement

The coaching experience was fragmented, with coaches relying on three separate platforms to document participant information, leading to misinformation and reduced quality of care. Coaches spent excessive time on documentation and searching for information, leaving less time for one-on-one coaching.

How can we integrate and modernize Youturn Health’s coaching and content platforms into a single, seamless experience that enhances user engagement and scales with increasing usage?

Problem Breakdown

No source of truth for documentation and resources

With multiple platforms, information is scattered, making it difficult to find and challenging to track consistently.

Cut down on manual rework

Substantial amount of manual rework reduces the time coaches have to deliver quality care to their participants.

Hindered productivity

The current platforms are inefficient, cumbersome, and unclear, with unnecessary fields causing confusion and hindering coach productivity.

Lack of mobile functionality

There is currently no solution available for on-the-go documentation, hindering coaches' ability to record interactions seamlessly in real-time.

The Old Experience

Contact List

Interaction note & coaching form

The Users

The research team conducted interviews with stakeholders and users to understand their motivations and pain points. They revealed 4 main personas including YTH leadership, coach managers, coaches, and participants.

Coach

Coaches deliver exceptional care and need quick access to review participants' recovery journeys. They prioritize educating participants and emphasizing the benefits of Youturn Health.

Participants

Participants face diverse challenges, and Youturn connects them with relevant content and relatable coaches. They value the on-demand platform for its learning resources and coach insights.

Coach Managers

Coach managers aim to set their coaches up for success, but much of their time is spent troubleshooting and verifying reports, in addition to coaching participants directly.

YTH Leadership

Leadership is outcome-driven, valuing efficiency and productivity through established systems. They seek streamlined documentation for accurate data and a well-organized internal operation.

Project goals

Streamline Participant Information

Make participant information intuitive to reduce search time and boost documentation completion rates.

Optimize Documentation

Streamline the documentation experience to reduce platform time, giving coaches more time for one-on-one coaching.

Enhance Scheduling Efficiency

Enhance efficiency and reduce the time required to schedule and log participant interactions, aiming to minimize missed interactions.

One Integrated System

Create a unified and seamless system that integrates both coaching and participant learning content platforms.

The Redesigned Platform

An Updated Participant List

The participant list now prominently displays active participants and highlights immediate tasks and needs related to them.

Coaches can quickly see which participants have overdue or due-today interactions, and complete these tasks directly from the list.

Quickly access interaction notes from the list view, featuring only the essential fields needed to complete tasks.

Metrics at a Glance

Quickly see the number of upcoming tasks, so coaches can easily determine their priorities for the day/week

View participant engagement to identify who may require contact for that day/week

Filters to view by client or within a specific time frame

Time Tracking

Time is tracked across three categories: coaching, documentation, and meetings/training.

Previously, without a time-tracking feature, coaches provided rough estimates, leading to inaccurate data for leadership.

With the new system, recurring meetings are automatically tracked, counted only when coaches input interaction notes.

Participant Details

From the participant list, coaches can dive into detailed information, easily viewing concerns and notes to foster stronger connections and provide better care. They can also quickly see overdue and upcoming tasks for each participant.

The participant card includes various tabs with key information not needed for daily use by coaches, such as admin notes, assessments, the participant's support system, and an activity log.

User Test Results

The product manager and I drafted and created an unmoderated user test to validate that the coach user experience we have designed solves for the major pain points of a coach.

We gave the coaches a series of tasks to see if they could navigate the platform without any upfront information. We also had them rank information from least to most important to help us understand what’s most important to them.

  • 10 coaches responded out of 12

  • 90% of users completed 3 out of the 4 tasks via the expected path

  • There were some concerns around dashboard metrics that would be mitigated by training provided by Youturn Health

My contribution

As part of a team with two senior designers, I was responsible for brainstorming and designing key items from the product roadmap, validating these designs through wireframes, and conducting user testing with key stakeholders. I was selected to continue as the sole designer into the second phase of the project due to my ability to deliver high-quality work and independently manage significant tasks.

My tasks included:

  • Support in building a component library for Youturn Health, collaborating closely with the senior designer

  • Worked alongside the product manager to gather acceptance criteria for new features

  • Responsible for executing visual design direction and took ownership of 11 flows, ensuring all requirements were met

  • Led the drafting, building, and implementation of a user test with 10 participants

  • Managed the creation and maintenance of design documentation

Team Feedback

“Michelle has shown significant growth as a design consultant, confidently voicing her opinions and sharing her expertise. She effectively communicates user-centered approaches and solutions, even when facing ambiguity, like with the complex Daily Notes feature.

Michelle is proactive, contributing to discussions with clients and organizing information in real time. She also took the lead on design documentation and wireframes, stepping in when needed and collaborating diplomatically with the senior designer. Additionally, she mentored me in Figma, demonstrating patience and expertise. Due to her exceptional performance, I recommended her for the senior designer role on the project extension.”

Shara R., Design Lead

“I've worked with Michelle on the Youturn project, where she began with a Design Lead and Sr. Designer, and transitioned to the solo Lead Designer in the next phase.

From the start, she’s shown strong ownership, collaboration, and initiative. Despite adapting to a more structured environment with robust requirements and a Jira board, she quickly moved her tasks forward and proactively took on new ones. When the Sr. Designer fell behind, Michelle stepped in and delivered wireframes within a day, ensuring we were ready for a client meeting.

During the bridge phase, she has actively gathered requirements and suggested ways to make sessions more efficient, taking on additional components to free me up for facilitation. She always communicates if she needs guidance, but I never feel the need to push her—she consistently follows through on her commitments.”

Maria G., Principal Product Manager