Improve company performance

Independent Responsibilities

User Experience Researcher
User Interface Designer
Project Manager

Consultant

Tools

Figma, WordPress, Jira, Adobe Creative Suite, Google Workspace, Slack, Zoom

Who is the iv lounge

The IV Lounge is a mindful team of health professionals who believe health optimization is a lifelong journey. Their goal is to meet the client where they are and become the vessel in helping them achieve their personal health goals through intravenous hydration, supplementation, wellness programming, and anti-aging aesthetics. Their shared philosophy is that quality of life and fitness does not have to decrease with age; their objective is to create a happier, healthier, more self-aware, and health-empowered world.

Their WHY

The IV Lounge has been scaling at a healthy rate over the last 24 months. While the growth is exciting the market continues to expand, and more and more competitors are entering the arena. It is imperative – now more than ever – to solidify the systems and perfect their patient experience and journey throughout all locations.

Helping define their WHY as a company will allow them to direct and standardize the messaging and culture as a brand. Doing so will provide employees and team members with a competitive advantage through authentic purpose. In order to manifest this strong and authentic purpose, it will require enterprise-wide alignment and holding our executives to the standards put in place.

"When you know your why, you'll know your way."

Expectations

When being brought on to this project, I wasn't filling an existing position, but rather bringing my previous experience and skills to create the role that was lacking, helping the company to achieve its goals.

The Objective

I want to uncover where the team is lacking so I can use my expertise to improve user experiences and internal systems and processes.

Our shared philosophy is that quality of life and fitness do not have to decrease with age; our objective is to create a happier, healthier, more self-aware, and health empowered world.

Purpose

Being the vessel in helping clients achieve personal health goals through intravenous hydration, supplementation, wellness programming, and anti-aging aesthetics.

Mission

"What we focus on, how we operate & what we believe will define who we are and why we exist"

User Experience Analysis

Website

I was mostly excited to dive deep into improving the user experiences online and in-store because it severely needed help. I started by analyzing the existing flow of the website and providing annotations and feedback to the developer.

After changes

Cleaning up the navigation was important to increase the usability of the complex site.
I advised to clean the products up into easy-to-understand categories and to make subcategories where necessary.

OG site Health interests drop down (1).jpg

Before changes

This mega menu was confusing because the text should be explaining what health interests consist of and what to expect when clicking any of these icons. Not just a place to "advertise" another IV bag.
I advised putting the text box above the icons, explaining why this is different from just regular bags, and having the icons in a single horizontal line to portray better symmetry.
Please view some more annotations HERE, including website and window features.

Personas

I noticed that there was a need to understand our target audience better so I took it upon myself to create 2 separate personas. It seemed necessary to create two because we have a wide range of clients and I believed each would cover the majority of their needs.

Client Journey

In continuing to improve the experience for our clients, we needed to be certain that our employees understood our standardized expectations. As we went through and fine-tuned the process, we were able to maintain an intentional focus on clients, resulting in positive guest experiences.

All inclusive stacks

To increase sales and client involvement the team developed stacks that included all products into one package to accomplish specific goals quickly and easily. Also, how to streamline the sales process, increase the efficacy of treatment & build a comprehensive plan.

Social Media

Constantly looking for ways to improve the company, I was able to incorporate my UX experience to correct the size of instagram posts to ensure all verbiage is easily seen on the profile and not cut off because the graphic size is to large.

Systems & Process Management

My goal with this team was to improve consistency, so I created a document that outlined all meetings and discussions so that I could refer to them in the future to keep the task flow as smooth as possible.

Why should we have an operating model?

A rapidly growing business presents many benefits along with new challenges. This requires a clear foundation for the way we communicate and interact between our different locations and with clientele as we grow.

Benefits

Aligning with an operating model creates consistency in operations and communications.
Provides a blueprint for execution, remote leadership, and new ways of working.
Provides a standard for all staff to refer to and fall back on in times of uncertainty.

Challenges

Expanded geography & store count means fewer in-store visits.
Limited opportunities to observe & coach your direct reports at the moment.
Limited opportunities to visit stores can slow effective communication between locations.

Organization

Due to the company's many franchises and start-up nature, communication and organization were absolutely essential. As part of my work, I used a variety of tools and software, including:

As soon as the team understood how valuable Jira could be, team flow and productivity improved. As I was learning more about Jira, my favorite part was the ability to organize my own board so I could keep track of deliverables. It was then easy to clone the card and move it to the correct project board. This way, others could see it with all the attached documents which made it simple for me to stay up to date with completed tasks.

With many franchises looking to me for clarification of processes and information I decided that it was crucial to have a few shareable and editable structures. These were used in many ways if not daily, weekly including:

Client consultations [Google Drive + Jira]
- Needed a simple way to share documents and photos
  - Throughout the design process, files were continuously shared and everyone has easy access
- I liked having a separate folder to gather inspiration
  - This helped us both understand what the other's expectation was for the design
- Emails can get overlooked by the client or myself
  - Due to tight deadlines for approval, I cut out areas where errors could occur
Promotions [Google Sheets + Drive + Jira]
- Many different promotions going on at the same time
  - All locations and creative team needed one place to track promotions, emails, and IM's were not able to track
  - By demonstrating confidence in what we were offering, the lounges established trust and professionalism
- Have a place for ideation
  - To simplify future planning, I asked managers to add potential promotions to the same sheet.
- Scheduling for social media
  - The organization made scheduling effortless, transferring existing data to the calendar alleviated extra work.
Supplement Line [Google Sheets]
- Simplified the learning curve
  - Being a brand new product, locations needed to learn what products we have and what they do.
  - I developed sheets for them to quickly view with a summary to inform customers.
  - Also linked on the sheet were product sheets with the entire breakdown of nutrition and who would benefit
Designing [Google Drive + Jira + Adobe Creative Suite]
- Sharing files
  - With many designers involved in each task, it became imperative to have one place for any type of file to be accessed.
  - Making sure to include links on each Jira card helped the team see the deliverables and immediately have the file able to download or view.

Supplement Line

With many ideas to grow and market this company, I was honored to develop, organize, design, and manage this supplement line. With this new product, we were able to evolve from just a POS to – now – online processing for all of our services, which made the client's experience at the store even quicker and seamless.

By introducing the supplement line into the IV Lounges, we have not only created another revenue stream, but also a customer journey that we can now adjust, personalize and perfect for our clients.

Our focus will be the following:

Persona building (i.e. online quizzes)
Community boards
Online support chat system
Subscription program and point system
B2B referral program
Affiliation/influencer program
Reboot program

Objective

After understanding our audience's goals and pain points we decided to launch a brand new supplement line. We needed to have a way for clients to continue their health goals at home staying with the name they already trust. I did extensive research to understand which products our audience would benefit the most from, contacted and ordered the formulas from the vendor.

Marketing

My team was clear that we did not want to just sell the products with promotions but rather to educate clients on why this would benefit them. We did this in a few ways to make it easy for clients to access no matter which platform they preferred.

I intentionally designed the cover so clients felt inclined to open the catalog with the arrow.
I wanted to format the pages in an easy-to-read layout, trying to stay as consistent as possible for a quick scan.
Since this was the first product for e-commerce, I implemented systems to track inventory at all 5 lounges and online as well as tested the site used for selling the products.
The catalog was printed out and available online through the website
The printed QR code sign is placed next to the displayed products, which is linked to the online catalog for customers to review products fully at their own pace. (Shown below).
Displaying these supplements in front of our clients as much as possible was important so I had my team make canvases to hang on walls and constantly produce content to share on social posts. (Shown below).

Reboot Program

Now that we have a variety of products in line we are able to start building the program that will propel the company and client's health. We were excited to kick this off with an all-inclusive customized package, including tests, tracking, and how to create a new lifestyle. To start, we needed to learn the existing habits of clients so I took it upon myself to create the initial intake form, through competitor analysis and direct research, which was crucial for two reasons. For the nutritionist to review to set up their customized plan and for the client to refer back to and understand what changes were made in their lifestyle to see improvement and what they needed to continually do to keep these results.

(Form is in the ideation phase). Click HERE to see the intake form

Marketing

Taking advantage of every opportunity to get our name seen included constantly checking in to see what the managers learned about clients' needs, what we can sell them to keep them benefitting our services, and what events are happening in the area. Then use that information to send relevant information out and which vendor I need to contact. Below are a few designs that were used in different ways.