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.

Team

I worked on this initiative at Torch Aug–Nov 2024 with

Parker Simon

Lead Product Designer

Parker Simon

Lead Product Designer

Susan Falcone

Dir. of Product & Design

Susan Falcone

Dir. of Product & Design

Julia Calzonetti

Sr. Product Manager

Julia Calzonetti

Sr. Product Manager

Matt Evans

Staff Software Engineer

Matt Evans

Staff Software Engineer

Tyler Flemming

Sr. Engineer

Tyler Flemming

Sr. Engineer

Matt Creenan

Sr. Staff Engineer

Matt Creenan

Sr. Staff Engineer

Drashti Patel

Sr. QA 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.

Redesigned scheduling 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

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”

“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 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”

“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”

“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”

“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.”

“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.

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.

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

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.

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.

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Design system at Torch

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