The power of service design in online coaching
Master’s degree student in Service Design Sofia Koralli explored in the thesis the role of service design in online coaching businesses. The main aim was to deeply analyze, refine, and improve user engagement and overall satisfaction, providing guide for businesses entering the online coaching field. The research navigated through four key stages: Research, Analysis, Understanding, and Innovation.
To begin, the research stage laid the groundwork by strategically understanding the critical components of a well-defined content strategy crucial for online coaching businesses. This phase highlighted the importance of identifying ’content pillars’—the fundamental themes encompassing solution-oriented, educational, trend-based, storytelling, product-focused, and inspirational content. These pillars emerged as the foundation, enabling the creation of brand identities and fostering lasting relationships with clients. Following this, the analysis stage delved into an in-depth exploration of the onboarding process through a creative mix of customer co-creation sessions and surveys. The main goals were to enhance the onboarding experience and align it with the expectations of clients.
Moving to the understanding stage, the study optimized the customer journey by identifying crucial touchpoints, using service blueprints, and applying customer journey methodologies. The primary focus was on improving user engagement and satisfaction to ensure a significant experience.
The completion of these stages introduced the innovation stage, a transformative phase dedicated to fostering a sense of community and collaboration. This was accomplished through creative applications of gamification principles and the use of design thinking strategies. The primary aim of the thesis was to find solutions for a significant change, enhancing client engagement and dynamism within the online coaching.
The research confirmed the crucial role of service design principles in the success of online coaching businesses. The effective implementation of these principles paved the way for seamless user experiences, significantly contributing to increased engagement and overall success.
Additionally, the thesis conducted an analysis of global teaching platforms, uncovering common challenges and emerging trends in online education. It emphasized the growing use of gamification in coaching and highlighted the essential role of co-creation workshops as transformative tools in shaping user-focused products and services within the online coaching.
The insights delivered from diverse participant surveys and co-creation workshops played an important role in refining content strategies and further enhancing the coaching experience for clients. This collaborative approach deepened understanding across diverse audience demographics, aligning content strategies closely with multifaceted preferences within the online coaching journey.
In conclusion, the thesis explored the impact of service design in strengthening the foundations of online coaching businesses. It presents strategies and methodologies important for improving user engagement and satisfaction, and thereby getting success in the dynamic domain of online coaching.