Platform for team collaboration in coaching
Platform for team collaboration in coaching
Profi — an American startup that helps coaches work with clients.
I joined the team at the end of 2023 when the product was transitioning from a tool for solo coaches to a platform for teamwork. The service was struggling with team scenarios, leading to workarounds, errors, and the risk of client churn. My task was to rebuild the product for team collaboration.
Profi — an American startup that helps coaches work with clients.
I joined the team at the end of 2023 when the product was transitioning from a tool for solo coaches to a platform for teamwork. The service was struggling with team scenarios, leading to workarounds, errors, and the risk of client churn. My task was to rebuild the product for team collaboration.
Years
2023
2025
2023
2025
Team
PM
Designer
UX-researcher
PM
Designer
UX-researcher
Research
Interview
Market research
UX-tests
Interview
Market research
UX-tests
My role
Design
Prototypes
Support
Design
Prototypes
Support
Results
Results
Results
I restructured the service model for team collaboration based on the actual processes in the teams. This allowed us to retain 100% of key clients and attract new ones within the first months after the release. The sales cycle for services in some team scenarios decreased from 5 days to 1, and workarounds were completely eliminated, which impacted the growth of CSAT from 11% to 70%.
I restructured the service model for team collaboration based on the actual processes in the teams. This allowed us to retain 100% of key clients and attract new ones within the first months after the release. The sales cycle for services in some team scenarios decreased from 5 days to 1, and workarounds were completely eliminated, which impacted the growth of CSAT from 11% to 70%.
I restructured the service model for team collaboration based on the actual processes in the teams. This allowed us to retain 100% of key clients and attract new ones within the first months after the release. The sales cycle for services in some team scenarios decreased from 5 days to 1, and workarounds were completely eliminated, which impacted the growth of CSAT from 11% to 70%.
Process
Process
Process
We started by studying how coaching teams actually work with clients. In interviews, we identified the main stages, roles, and tasks, and then compared this with the platform. We saw an architectural problem: the coaches' work is built around tools, whereas in reality they work with the client and their progress.
We started by studying how coaching teams actually work with clients. In interviews, we identified the main stages, roles, and tasks, and then compared this with the platform. We saw an architectural problem: the coaches' work is built around tools, whereas in reality they work with the client and their progress.
Key decisions:
Key decisions:
Key decisions:
combined work with client progress in one tool
combined work with client progress in one tool
the client journey and the responsible coach have been transferred from the service level to the client level
the client journey and the responsible coach have been transferred from the service level to the client level
separated the cost from the service itself.
separated the cost from the service itself.
This allowed:
This allowed:
This allowed:
flexibly manage the client journey
flexibly manage the client journey
to distribute clients among coaches
to distribute clients among coaches
delegate sales to the team
delegate sales to the team
Solutions
Solutions
Solutions
Coaches need a flexible tool for working with clients and scheduling coaches. Profi offered fragmented service formats with a limited team model. This reduced efficiency and caused errors.
I designed Engagement — a unified tool where all activities and participants are gathered, and the customer journey is automated.
Coaches need a flexible tool for working with clients and scheduling coaches. Profi offered fragmented service formats with a limited team model. This reduced efficiency and caused errors.
I designed Engagement — a unified tool where all activities and participants are gathered, and the customer journey is automated.
Heading
The strength of Engagement lies in its flexibility. A coach can individually supplement a client's path with new activities without disrupting the connection to the core program. This maintains visibility of client progress for the entire service team and simplifies reporting for the admin.
The strength of Engagement lies in its flexibility. A coach can individually supplement a client's path with new activities without disrupting the connection to the core program. This maintains visibility of client progress for the entire service team and simplifies reporting for the admin.
Engagement uses a unified layout for all participants — only the data and actions change. This approach has simplified role support and made the admin's work more predictable.
Engagement uses a unified layout for all participants — only the data and actions change. This approach has simplified role support and made the admin's work more predictable.
Sales
Sales
Sales
Administrators need to sell services under different conditions and in various combinations. In Profi, the price was embedded in the service, which forced duplication to change the price, and services had to be combined and managers assigned outside the platform.
I separated sales from the service and moved them to Offers. This allows selling the service under different conditions, creating combinations of services, bundles, and paywalls, and also managing the sales team.
Administrators need to sell services under different conditions and in various combinations. In Profi, the price was embedded in the service, which forced duplication to change the price, and services had to be combined and managers assigned outside the platform.
I separated sales from the service and moved them to Offers. This allows selling the service under different conditions, creating combinations of services, bundles, and paywalls, and also managing the sales team.
Heading
The client experience was built as a continuous scenario from the offer to the start of work in Engagement.
The client experience was built as a continuous scenario from the offer to the start of work in Engagement.
Team reviews from Profi
Team reviews from Profi
Team reviews from Profi
Slava is one of the best designers I’ve had the chance to work with. He doesn’t just create visually appealing interfaces — he solves complex problems with a deep understanding of users, their thinking, behavior, and habits. Give him any task, and he’ll find a solution that exceeds expectations. It was a great experience, and I hope we’ll have the opportunity to work together again.
PM in Profi
Slava is one of the best designers I’ve had the chance to work with. He doesn’t just create visually appealing interfaces — he solves complex problems with a deep understanding of users, their thinking, behavior, and habits. Give him any task, and he’ll find a solution that exceeds expectations. It was a great experience, and I hope we’ll have the opportunity to work together again.
PM in Profi
From day one at Profi, Slava impressed me with his ability to quickly turn UX research insights into strong product solutions. We worked together on Service Builder, where he carefully incorporated every detail from my research into the design. This user-centered approach played a key role in reducing churn risk and significantly improved customer satisfaction with the product.
UX-researcher in Profi
From day one at Profi, Slava impressed me with his ability to quickly turn UX research insights into strong product solutions. We worked together on Service Builder, where he carefully incorporated every detail from my research into the design. This user-centered approach played a key role in reducing churn risk and significantly improved customer satisfaction with the product.
UX-researcher in Profi
