Stella Connect 1:1s

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Overview

Stella Connect is customer feedback and quality management software built specifically for frontline customer service teams.

The Problem

A CX Team Leader can have up to 15 direct reports, so preparing for weekly 1:1 sessions is a time consuming and manual process which involves hunting down metrics from reports scattered throughout Stella Connect and other products. A majority of our users were conducting their 1:1 sessions using Google docs and spreadsheets.

Problem Statement

How might we provide Team Leaders with the context they need to efficiently hold 1:1 sessions with their team members?

As a team, we used the following goals as a north star to guide us through the design process:

  • save Team Leaders time

  • become the single source of truth

  • help users coach more effectively

  • give the Team Member a voice

What I Did...

UX & UI Design
UX & UI Research
User Testing

The Team

Keren Katz, PM
Serge Derby, PM
Ethan Clark, Developer

The Process

Why Coaching?

The core products of Stella Connect collect Feedback (CSAT surveys) and Quality Assurance (QA) metrics, which are industry standard metrics that CX teams are held accountable to as a measure of their performance. Using survey feedback and these metrics, Team Leaders hold weekly coaching sessions with their Team Members.

Our client's need to take action on these inputs within the Stella Connect product quickly surfaced for the following reasons:

User Feedback

A full year prior, Stella had launched a lightweight version of a 1:1s feature that had a low adoption rate amongst current clients. While not fully fleshed out, this was a good starting point that allowed us to gather feedback and discuss pain points with our current users.

Previously released MVP

  • There was too much friction to begin a session for each team member. Users had to navigate to each individual team member’s dashboard and scroll all the way to the bottom of the page to the 1:1s module.

  • Users had to open reports in multiple tabs and filter down to each team member to locate recent customer feedback, QA reviews, and performance trends.

  • The notes field lacked a rich text editor, making it painful to create agendas, lists, and insert URLs.

  • The session was contained within a modal, causing a user to have to close the modal each time they wanted to reference a previous session or a metric on the team member's dashboard.

  • After each session, team members were referencing the session recap email, which was in a two column, non-responsive format, causing legibility issues and an overall poor experience.

Further Discovery

After gathering feedback from users and internal feedback from the Sales & CSM teams, it was clear that Stella’s feature just wasn’t robust enough for teams to abandon their current processes and adopt a new feature. What else did we need to provide users in order for our feature to be successful?

Productboard insights

  • Save Team Leaders time. Make it easier for users to start and reference previous sessions with each of their Team Members.

  • Become the single source of truth. Can we pull in metrics from reports in Stella and from other platforms to give a completely holistic look at a team member’s performance?

  • Help users coach more effectively. Team Leaders typically coach to specific pieces of customer feedback, metrics, and QA reviews. How can we help users pinpoint what exactly to coach their team members on?

  • Give the team member a voice. Coaching sessions should not be one-sided. Team Leaders often look for ways for their coachees to contribute to their own growth and development.

The Solutions

Navigation & Landing Page

In order to reduce time to create a session and increase discoverability of the feature, we did the following:

  • added 1:1s nav item

  • created an MVP landing page with a Search by name → Start session functionality

 save Team Leaders time

Left rail

To create a seamless workflow allowing Team Leaders to quickly craft agendas for all of their direct reports, we designed a left rail which included:

  • a search field to locate Team Members for coaching

  • a navigable list of previous sessions per Team Member

  • a list of Recently Coached users in order to increase efficiency

 save Team Leaders time

Right rail

The right rail gives Team Leaders the information they need about a Team Members performance in order to Coach with Context. This includes:

  • configurable metrics filterable by date

  • quick links to other pages in the product

  • saved feedback: allows users to bookmark survey feedback for discussion in 1:1s

  • saved QA reviews: allows users to bookmark QA reviews for discussion in 1:1s

 save Team Leaders time
 become the single source of truth
 help users coach more effectively

Agenda items

The shared notes fields allow Team Leaders to add text content to their session agenda, and in conjunction with the right rail, allows: 

  • the ability to add metrics, specific pieces of feedback and QA reviews as agenda items, ensuring they are coaching on the right things

 save Team Leaders time
 help users coach more effectively

Team member enhancements

Team Members should be empowered to bring discussion points to the table. We designed a way to:

  • allow Team Members to add their own notes and agenda items to the session

  • allow Team Members to bookmark feedback and QA reviews for discussion

 give the Team Member a voice

Email improvements

Post session, Team Members refer to the email recap with a new and improved design.

  • Layout and legibility improvements

  • Future state: PDF exports of sessions

 become the single source of truth

Results

Officially launched in October 2020, our 1:1s v2.0 has quickly become a time saving tool that many Team Leaders are using on a daily basis.

Next Steps

Throughout our product development process, we uncovered many other pain points regarding 1:1s and the coaching process. Some of the value-adds to this feature will include: