A B2B training platform to help employees and students perform under pressure at work and uni.
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1 min read
Product overview
For users
Personalised courses, profiles and daily recommendations
The mobile app is where employees or students can easily train their mental fitness when they hit challenges. They can view their progress in their profile and see any recommended content provided to them by their managers or teachers.
For organisations
Dashboard and training tools
This is where managers and teachers can track the progress of their people. They can drill into groups and get recommended actions to support their people using Fika's coaching tools, courses and manager guides.
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1 min read
Challenge and role
Customer problem
Fika's training platform builds mental resilience. It reduces employee sick days and increases trust, communication and confidence by engaging people to build Mental Fitness skills through daily practice.
So how did we get people to train?
Design challenge
How might we design an engaging training experience?
We'll know it's working when we see:
Usage: 15% week two activation of users and 12 avg minutes trained per active user
Impact: positive experiences from users and client success stories
Reach: 5% of our total client population registered to the fika experience
First, we tackled the experience for employees and students, aiming to increase usage and impact. Our customer success team prioritised reach.
What I worked on
Product strategy
Concept/Usability testing
Rapid prototyping
Interaction design
Information architecture
Brand definition
Design system
Who I worked with
5 Developers
2 PMs (multiple product areas)
Psychology experts
1 User researcher
4 Designers
2 Founders
Sales and customer success
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Spotlight 1 • 5 min read
Increasing user activation by 108%
For employees and students
Daily exercises to practice on the go
Most people were very busy during the day but wanted to use the in-between moments and do something good for themselves, rather than opening Instagram. On the commute, during a lunch break, or yep - on the toilet. We turned these into their training moments - a healthier alternative to mindless scrolling.
↗︎ 108% increase in week 2 user activation (67% above target)
↗︎ 60% of all active sessions used the daily feature
↗︎ 21+ five-star app ratings due to the feature
How we got there
Experiment 1 / 5
Courses on web
Many client and user requests described frustration about using Fika as a mobile app. During guerilla research, we found that many staff and students struggled with storage and data limits on their phones, which was a core reason they did not continue using the app once downloaded.
Hypothesis:
If we provide web-based access to Fika's content then we will see an increase in usage (current 12%, target 15%)
Results:
↗︎ 3% increase in W2 activation (15%)
↘︎ 2.65% decrease in daily active minutes (3.39m)
Experiment 2 / 5
Badges and rewards
After launching courses on web, we saw a drop in daily active minutes and wanted to understand why – so ran a series of user interviews. We found that people lost their initial motivation to complete the course quickly and moved on to prioritising their projects or coursework.
Hypothesis:
If we reward micro-progression in a course then we'll see an increase in usage
Results:
→ 0% increase in week 2 activation (15%)
↗︎ 1.75% increase in avg. minutes trained per user (3.45m)
Experiment 3 / 5
Accredited certificates
During a 4 week co-creation study, we gathered a range of feedback of the current experience. We uncovered a mixed perception of the value of badges. Some felt they didn't hold any practical value and couldn't be used for anything. We explored how we could provide a more impactful incentive.
Hypothesis:
If completing courses rewards people with an accredited certificate (CPD points) then we'll see an increase in usage and impact
Results:
↗︎ 2% increase in week 2 activation (17%)
Experiment 4 / 5
Daily bitesize exercises
Diary studies showed us users felt courses had too much focus on a single topic. People wanted to do something good for themselves without having to overthink it. Many people started multiple courses without completing any – perhaps craving variety.
Hypothesis:
If we provide a simple, single daily activity that changes each day then we'll see an increase in usage
Results:
↗︎ 108% increase in week 2 activation (25%)
↗︎ 62% increase in avg. minutes trained per user (6.6m)
↗︎ 60% of all active sessions used the daily feature
Experiment 5 / 5
Community interactions
After the success of the daily feature, we found that users liked to speak to their peers about their daily exercises from Fika. Could a better sense of community in the experience drive results?
Hypothesis:
If we provide a community experience in the app then we'll see an increase in usage
Results:
↗︎ 4% increase in week 2 activation (29%)
↘︎ ~75hr per week staff cost increase internally
We decided to kill this feature due to multiple factors – primarily staff cost required to moderate the messages and client concerns over privacy.
Outcomes
↗︎ 108% increase in week 2 user activation (67% above target)
↗︎ 60% of all active sessions used the daily feature
↗︎ 21+ five-star app ratings due to the feature
↗︎ Featured No. 4 in Apple's Health & Fitness Top charts
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Spotlight 2 • 3 min read
Improving user registration by 300%
For organisations
Progress tracking and tailored course sharing
Managers and teachers wanted to offer the right support for their people and see progress. Internally, Fika struggled to meet requests for reports which were created manually. We created a dashboard and sharing function, automating a costly internal process while giving managers and teachers the insights and tools they needed.
↗︎ 40% increased £ savings in Fika staff costs
↗︎ 300% increase in registrations (3.6X above target)
↗︎ 2 new clients converted
How we got there
Dashboard experiments
We experimented with the type of data to show and the best way to visualise it for ease of use. From qualitative feedback to financial impact, radar charts or graphs over time. I ran multiple concept tests using rapid prototypes with users.
I paired up and worked closely with our engineers to adapt a series of react components to build interactive data visualisations to meet the needs of managers in our client organisations while aligning with our developing brand direction.
Course sharing experiments
I tested the user flow for sharing a course, including the share button language and what information to include when sharing. I conducted desk research to find common interaction patterns, adapted them to Fika's context and then ran quick user tests to identify barriers.
I discovered that managers and teachers needed more guidance than we had assumed when sharing a course. Providing message templates increased both the number of courses shared and the number of recipients willing to register and try the course.
Outcomes
↗︎ 40% increased £ savings in Fika staff costs
↗︎ 300% increase in registrations (3.6X above target)
↗︎ 2 new clients converted
Department lead
"Fantastic App, really easy to use! I love the initial mental fitness tests, personalised feedback and suggestions to develop mental fitness levels! Really looking forward to launching this with our staff.
Student services manager
"It is a very helpful alternative for students who feel uncomfortable reaching out to student services or other university support centres. It’s easy to navigate, and easy to use on a daily basis. Thanks fika!"
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Spotlight 3 • 2 min read
Converting 15 new clients and increasing training minutes by 89%
For organisations
Group training
After a shift to remote and hybrid work, managers and teachers were struggling with team engagement and motivation - impacting performance. We also found managers and teachers were trying to use Fika’s self-guided courses in meetings but struggled to get participation. We used these insights to create a coaching tool, that allowed managers to facilitate healthy discussion at work.
↗︎ 6% decrease in employee sick days taken
↗︎ 15 new clients converted
↗︎ 100% of managers surveyed would recommend
↗︎ 89% increase in avg. minutes trained per user (9.9m → 26m)
How we got there
Group discussion experiments
We experimented with making the experience engaging and easy to use, exploring warm-up games to polls and timers. We tested concepts for team interactions, like asynchronous messages, group voting, training leaderboards and audio guides.
I worked with engineers to reuse and optimise Fika's interactive component library, enhancing the existing platform experience while creating new value. We simplified the design for flexibility, allowing components to adapt to Fika's individual courses and team experiences, increasing user's satisfaction rating to over 90%.
Outcomes
↗︎ 92% reported improvements in the trust, communication and connection of their team
↗︎ 85% noticed improvements in their people's confidence
↗︎ 6% decrease in employee sick days taken
↗︎ 15 new clients converted
↗︎ 100% of managers surveyed would recommend
↗︎ 89% increase in avg. minutes trained per user (9.9m → 26m)