Feature design at Torch
Schedule in seconds
With thousands of coaching meetings occurring on Torch, a smooth scheduling experience was critical. But the legacy meetings UX was cumbersome and had accessibility gaps, frustrating users and risking customer deals.
Feature design at Torch
Schedule in seconds
With thousands of coaching meetings occurring on Torch, a smooth scheduling experience was critical. But the legacy meetings UX was cumbersome and had accessibility gaps, frustrating users and risking customer deals.
Problem space
Frustrating navigation and UX
Users complained about too many clicks and unnecessary options, making the process feel tedious.
Repetitive scheduling burden
Without a recurring meetings feature, users had to manually schedule each session throughout their 6-month partnerships, wasting their time.
Accessibility gaps posed business risk
The legacy UI didn’t fully meet accessibility standards, creating issues for enterprise, government, and users with accessibility needs.
Problem space
Frustrating navigation and UX
Users complained about too many clicks and unnecessary options, making the process feel tedious.
Repetitive scheduling burden
Without a recurring meetings feature, users had to manually schedule each session throughout their 6-month partnerships, wasting their time.
Accessibility gaps posed business risk
The legacy UI didn’t fully meet accessibility standards, creating issues for enterprise, government, and users with accessibility needs.
Team
I worked on this initiative at Torch Aug–Nov 2024 with
Parker Simon
Lead Product Designer
Susan Falcone
Dir. of Product & Design
Julia Calzonetti
Sr. Product Manager
Matt Evans
Staff Software Engineer
Tyler Flemming
Sr. Engineer
Matt Creenan
Sr. Staff Engineer
Drashti Patel
Sr. QA Engineer
Team
I worked on this initiative at Torch Aug–Nov 2024 with
Parker Simon
Lead Product Designer
Susan Falcone
Dir. of Product & Design
Julia Calzonetti
Sr. Product Manager
Matt Evans
Staff Software Engineer
Tyler Flemming
Sr. Engineer
Matt Creenan
Sr. Staff Engineer
Drashti Patel
Sr. QA Engineer
Solution
A streamlined user experience
More efficient flows
I simplified interactions and reduced clicks, eliminating extraneous choices to save users time and effort.
New recurring meetings feature
I introduced a one-click shortcut for scheduling future coaching meetings, eliminating manual setup.
Built-in accessibility
The redesign used compliant components and was validated with our accessibility partners at Level Access.
Solution
A streamlined user experience
More efficient flows
I simplified interactions and reduced clicks, eliminating extraneous choices to save users time and effort.
New recurring meetings feature
I introduced a one-click shortcut for scheduling future coaching meetings, eliminating manual setup.
Built-in accessibility
The redesign used compliant components and was validated with our accessibility partners at Level Access.
Redesigned scheduling UI
Redesigned scheduling UI
Redesigned meeting management UI
Redesigned meeting management UI
It’s super, super clear and easy.
Coaching end user
It’s super, super clear and easy.
Coaching end user
The new scheduling designs are so sexy and intuitive.
James Williams, Director of Customer Success at Torch
The new scheduling designs are so sexy and intuitive.
James Williams, Director of Customer Success at Torch
That’s good to hear you’re thinking about your accessibility documentation, I can see you’ve done quite a bit of work in that regard… you’re ahead of the game.
Alejandro Garcia, Accessibility Consultant at Level Access
That’s good to hear you’re thinking about your accessibility documentation, I can see you’ve done quite a bit of work in that regard… you’re ahead of the game.
Alejandro Garcia, Accessibility Consultant at Level Access
My approach
My approach
Comprehensive user feedback review
I synthesized user feedback from in-product surveys, support tickets, and user interviews into key design opportunities.
Comprehensive user feedback review
I synthesized user feedback from in-product surveys, support tickets, and user interviews into key design opportunities.
“Coach couldn’t make the time so I had to cancel, but couldn’t figure out how to reschedule”
“Coach couldn’t make the time so I had to cancel, but couldn’t figure out how to reschedule”
“There are action buttons for very small things that appear the same as very useful things, so it is very confusing”
“There are action buttons for very small things that appear the same as very useful things, so it is very confusing”
“There’s no way to set up recurring sessions and that’s incredibly frustrating”
“There’s no way to set up recurring sessions and that’s incredibly frustrating”
“Scheduling is nearly impossible. To edit you have to cancel and re-create new meetings; some have resulted in late cancels and charges”
“Scheduling is nearly impossible. To edit you have to cancel and re-create new meetings; some have resulted in late cancels and charges”
“Too many clicks to get to everything”
“Too many clicks to get to everything”
“I don't have a ton of time to figure out how to work the system, so I am way behind on my coaching.”
“I don't have a ton of time to figure out how to work the system, so I am way behind on my coaching.”
“Coach couldn’t make the time so I had to cancel, but couldn’t figure out how to reschedule”
“There are action buttons for very small things that appear the same as very useful things, so it is very confusing”
“There’s no way to set up recurring sessions and that’s incredibly frustrating”
“Scheduling is nearly impossible. To edit you have to cancel and re-create new meetings; some have resulted in late cancels and charges”
“Too many clicks to get to everything”
“I don't have a ton of time to figure out how to work the system, so I am way behind on my coaching.”
Legacy design audit
I reviewed every screen in the meetings flow, identifying visual clutter and inefficient interactions. Combined with user feedback, this audit secured Product team buy-in for a redesign.
Legacy design audit
I reviewed every screen in the meetings flow, identifying visual clutter and inefficient interactions. Combined with user feedback, this audit secured Product team buy-in for a redesign.
Reviewing audit findings with the Product team
Reviewing audit findings with the Product team
New designs for desktop and mobile
I streamlined scheduling, rescheduling, and cancellations with cleaner interactions and a simpler layout. Along the way, I validated ease of use through user testing.
New designs for desktop and mobile
I streamlined scheduling, rescheduling, and cancellations with cleaner interactions and a simpler layout. Along the way, I validated ease of use through user testing.
Previous design
Unnecessary decisions
Weak layout hierarchy
Confusing interactions
Poor form structure
New design
Previous design
Unnecessary decisions
Weak layout hierarchy
Confusing interactions
Poor form structure
New design
Previous design
Weak layout hierarchy
Inconsistent UI patterns
Hidden actions
Missing user guidance
New design
Previous design
Weak layout hierarchy
Inconsistent UI patterns
Hidden actions
Missing user guidance
New design
Previous design
Jumbled layout
Ineffective nav controls
Inaccessible text styles
Inaccessible touch interaction
New design
Previous design
Jumbled layout
Ineffective nav controls
Inaccessible text styles
Inaccessible touch interaction
New design
Impact
Reduced accessibility gaps
This update brought a core part of the user experience into accessibility compliance, avoiding a UX deal-breaker.
Increased user satisfaction
Users found the new workflows very easy to use and were pleased to have the recurring meetings feature.
Modernized code
The redesign adopted the company’s design system, replacing legacy code.
Impact
Reduced accessibility gaps
This update brought a core part of the user experience into accessibility compliance, avoiding a UX deal-breaker.
Increased user satisfaction
Users found the new workflows very easy to use and were pleased to have the recurring meetings feature.
Modernized code
The redesign adopted the company’s design system, replacing legacy code.
Challenges and lessons
Advocating for consistency and efficiency
Torch’s previous meeting flows were overloaded with options to cover a variety of use cases, slowing down the core experience. I pushed for standardization to streamline interactions and improve user efficiency.
Customizing third-party components
Since Torch used Cronofy’s scheduling components and Whereby’s video conferencing, I had to customize our UX within their parameters.
Challenges and lessons
Advocating for consistency and efficiency
Torch’s previous meeting flows were overloaded with options to cover a variety of use cases, slowing down the core experience. I pushed for standardization to streamline interactions and improve user efficiency.
Customizing third-party components
Since Torch used Cronofy’s scheduling components and Whereby’s video conferencing, I had to customize our UX within their parameters.