Spring House · Chapter 2 of 3
When the room is gone
Once the webinars worked, the next question was obvious. What does a coach need when the room is gone?
Service design
Online coaching
Onboarding
50
Coaches onboarded to online delivery
0
Extra rooms or headcount needed
1
New permanent service line
The challenge
The people who couldn’t reach group sessions couldn’t reach 1:1 coaching either. The platform was ready. The coaches were not, and many clients had never been coached remotely.
The process
I kept the coaching content the same and changed only the channel, so we could see what the format itself changed. Then I designed onboarding for coaches about reading a client through a screen, holding silences and building trust without body language. Every client’s first session started with a short orientation.
The outcome
1:1 coaching became available wherever the client lived. It became a permanent service line, built on the infrastructure we already had.
“The question wasn’t how to use the platform. It was how it feels to lose the room.”
Elina, Designer
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