Attendance was inconsistent for a structural reason: the hub gave customers nothing to act on before they clicked.
The Learning Hub was Togal’s in-app resource center: live office hours for product questions, Help Center search, and Academy courses organized by trade. In practice, the hub was four cards, each labeled “click here.” No signal of what was covered in that day’s office-hours session, which courses matched your trade, or where to go with a specific question. Customers joined without knowing the topic, skipped sessions that were relevant because the hub gave them no way to tell, and clicked through several screens to reach basic resources.
The old hub. Four cards, each saying “click here.” No signal of what was covered today or which course matched your trade.
A redesign from link menu to live hub.
A live office-hours module shows today’s topic, previews the week ahead, and routes to the Calendly booking slot directly. Help Center search was pulled to the surface with keyboard shortcuts visible. The Academy was reorganized by trade: painters see painting courses, estimators see estimating courses.
No one assigned this. The prototype went to CS, who iterated on it, and the head of CS escalated it to product for production consideration.
The redesign: one surface. Live office-hours module with today’s topic and week preview. Help Center search at the top. Academy sorted by trade.
The diagnosis pointed at the system, so the fix had to cover the whole hub, not just office hours.
Customers couldn’t self-select because the hub gave them nothing to select on. Fixing the original problem without addressing the others would have just moved the friction somewhere else.
Locating the communication failure underneath the behavioral pattern is what started this.