Weight Watchers Expert Chat
As part of its effort to provide support to it’s millions of members digitally, Weight Watchers launched a chat tool that provided both customer service and weight loss expert advice. Support would be provided anytime, anywhere.
My Role
As the UX lead, I created the interaction design and collaborated on the tool's look, feel and development. The prototypes and wireframes I produced were used as communication tools to illustrate strategy and chat tool features to international teams, senior management and the external vendor facilitating the backend development. I also used these tools when training coaches on the chat system.
Results proved encouraging with over a 90% satisfaction rate from those tested and the product launched successfully in December 2014. The tool was featured prominently on weightwatchers.com during 2015 to help members gain support and confidence when using the program.
