SUPERMONKEY的用户体验改进

01 Consensus and Insights for the User Journey

03 Coaching Research, Developing Mentoring Systems

As SUPERMONKEY's UX Lead, optimizing the experience requires a clear mindset and steady progress.

First of all, the user journey is the core link: through the complete sorting out of the whole process from user contact to experience, various departments can reach a consensus in the visualized scene and anchor the direction of common attack. More importantly, with the help of visual presentation, the real perspective of the user is used as a mirror to clearly see the obstacles and difficulties in the experience, accurately capture the pain points that need to be improved, and inject clear action guidelines for breaking the shortcomings of the business, so that every step of optimization is rooted in the real needs of the user.

Secondly, we build a user-centric feedback system to drive the bi-weekly iteration of the program and refine the experience in continuous improvement; at the same time, we link various departments to make concerted efforts to fully optimize the details of the whole process experience.

Furthermore, the core of the design language is re-examined to explore the next generation of design expressions that are more in line with the needs of users, so as to make the experience more warm and textured.

Finally, we focus on the core asset of the group lesson system -- the coaching team. After months of in-depth research, we have completed the compilation of the Coach Selection and Training Manual, which provides systematic support for the professional growth and value release of the coaching team.

In the value of user journey grooming, in addition to cohesive team consensus, anchoring the core issues that need to be jointly attacked, the more critical is that through the visualization strategy, so that we really stand in the user's perspective to penetrate the experience chain -- pinpoint the positioning of those who make the user feel troubled by the "experience pain points ", and ultimately find a clear optimization direction and solution path for business shortcomings.

For the main 4 bad experience points and user loss points, all the correct reformatting and suggestions have been made. In particular, the next module talks about the new user experience upgrading plan, made a very systematic arrangement and talk.

From user expectations, to solutions, to actions for each support department are clear. Through systematic analysis and improvement, we developed complete solutions for the key pain points of the new user experience.

Each step of the process has a clear department of responsibility and a specific implementation plan to ensure that the user has the best experience throughout the service process.

Based on thousands of user impression research data, "cool" is the most profound core impression label of users on Super Gorilla.

Therefore, we need to further strengthen this core cognition and deepen the brand memory point in the print advertisement scenarios that users have high frequency contact with.

Through systematic brand language sorting, we combined the core concept of "Cool" with other brand attributes to form a complete brand impression system.

Coaches are the core assets of Super Gorilla, and quality coaches can directly drive revenue growth. After completing the setting of the coaching hierarchy, we need to explore more deeply: what exactly makes a good coach?

What core traits do they possess - which are innate and which can be acquired through development? What are the indicators that can lay the foundation for a good coach? Only by clarifying these can we precisely provide resources and targeted guidance to accelerate their growth into top coaches.

Therefore, we need to carry out a comprehensive insight study on coaches, systematically analyze their core attributes and growth potentials, and ultimately build a guidance system covering the selection, cultivation and use of coaches.

Screenshot of the research program

Cornerstone users refer to a coach's stable student base, i.e. users who continue to choose the same coach's program for a fixed period of time. This indicator not only visually measures the popularity and stickiness of coaches, but also guides coaches to focus on the needs of the users themselves -- to improve the user experience through deepening the quality of service, and ultimately bring sustainable revenue growth for Super Gorilla.

Based on this core logic, we have interviewed dozens of excellent coaches and refined and summarized the practical enhancement manual to help coaches' self-growth and ability upgrade.

By interviewing a dozen excellent coaches and through their enthusiastic sharing, we summarize more qualitative conclusions and present more underlying information and necessary basics of coach management. We hope that this document will bring more thoughts and applications to the relevant business parties.