USER RESEARCH, UX & UI
Weight Watchers is an international public company that offers various products and services to assist weight loss through calorie counting. Services include recipes, food tips, meeting locations and success stories. I joined at a historical time when Weight Watchers was going through its first major transformation in 50 years. From changing its calorie counting algorithm, to revamping the core product, and a new rebranding effort.
As the Research resource for four different teams, I was able to address the unique challenges that came with each product line. I developed, implemented and tested a variety of research initiatives to prioritize key research opportunities in a fast-paced, rapidly changing environment. I continuously collaborated with Designers, Engineers, Product Managers, and Executives to uncover user needs, opportunities and business goals.
The results later translated into product features that have contributed towards a steady growth of 20% (paid) subscribers, making it a total of 4.5 million subscribers–highest in the company’s history.
SETTING THE STAGE
In addition to calorie counting, one of the most valuable assets for WW members is the community that supports them through their weight loss journey. Connect is the internal social media platform that provides a safe and secure place to celebrate, share tips and support each other’s weight loss journey.
Its release was a great success! However, we discovered through qualitative research that there was an opportunity to increase engagement between WW members and enable them to share more content and connect with each other. We also aimed to increase the percentage of content creation, since there were very few content creators.
As the research resource and UX designer for this project, it was important for me to not only understand user’s needs and goals, but also my stakeholders’. I collaborated with a UX Designer, a Visual Designer, two Engineers and a Product Manager to identify the constraints and requirements for this project.
As I worked with the PM, UX Designer, and Engineers on Connect’s redesign, the Visual Design and Marketing teams were collaborating on the new branding redesign effort for the whole company. I worked cross-functionally to prioritize key research opportunities in a fast-paced, rapidly evolving environment. The biggest challenge was to stay in constant communication with all the stakeholders in order to meet everyone’s deadlines.
It was through ten in- person interviews and A/B testing with WW members that we uncovered what users meant by “make it more like Facebook” on the old UI. Users wanted the ability to search for other WW members, follow them, see their content, and search for content by keyword(s).
- In-person interviews
- Competitive analysis
- AB Testing
- User behavior analysis
- Synthesis deck
- Written report
- Design recommendations
- InVision prototype
- Users are unable to find the search field.
- Users cannot follow other members.
- Users don’t know they have an existing profile on Connect.
- Users can’t don’t know where to find content from other WW members.
Communicate results and illustrate suggestions
Deliver a UX vision, along with a plan for evolutionary, iterative updates, that actualize the larger vision over time.
Weight Watchers members can easily search for recipes, tips, and other members to stay motivated. The access to the WW community is one of the most valuable assets members have.
The WW community is very active and eager to help each other out when it comes to sharing recipes and tips. By providing and easy way to follow other members, it is a great way to stay accountable and get help when most needed.
Members love sharing advice and encourage other members to stay in track. By providing an easy way to post and share content, Connect now empowers WW members to not only follow other members, but also share insights of their weight loss journey to motivate other members.
Weight Watchers members can switch between timelines to see what’s trending, what’s new from other members and what is new with members they follow. This makes it easier for them to access the information they want when they need it.