Engage

Engage is a customer-facing mobile application designed to connect users with Herbalife Nutrition Clubs, enabling them to browse offerings, place orders, and engage with club owners. The app serves as a seamless digital extension of the in-store experience, making it easier for customers to interact with their preferred nutrition clubs and order products conveniently.

With Engage, users can:

• Find and connect with local nutrition clubs, fostering community-based engagement.

• Browse menus, customize orders, and place pickup requests, streamlining the ordering experience.

• Track order status and receive notifications, ensuring a smooth transaction process.

• Participate in promotions, loyalty programs, and club events, enhancing customer retention.

Engage was designed to bridge the gap between digital convenience and in-person nutrition club experiences, strengthening customer loyalty and club-owner relationships.

My Role

As with HN Power, my role in Engage evolved as the project scaled, transitioning from hands-on UX execution to strategic leadership and team management.

Early Stage – Leading Research & Concept Validation

As the sole designer at Engage’s inception, I was responsible for:

• Conducting user research, interviewing customers and nutrition club owners to understand ordering behaviors and engagement needs.

• Creating the initial conceptual prototype, validating the idea with stakeholders and early adopters.

• Defining core user flows, ensuring that customers could easily find nutrition clubs, browse menus, and place orders.

Scaling the Platform – Vendor Collaboration & Feature Planning

As Engage gained traction and moved into full-scale development, I shifted into a leadership role:

• Managed vendor teams, scheduling and tracking the design and development of key features.

• Oversaw UX strategy, ensuring that all enhancements aligned with customer needs and Herbalife’s business objectives.

• Refined design workflows, integrating UX with agile development cycles for efficient feature rollouts.

UX Leadership – Managing Designers & Driving Product Growth

As Herbalife’s internal UX team expanded, I transitioned into a managerial role, where I:

• Led a team of designers, guiding them through the design and iteration process for new Engage features.

• Ensured design quality and consistency, maintaining a cohesive user experience across the platform.

• Collaborated with cross-functional teams, aligning UX with engineering, marketing, and product strategy.

Through user research, iterative design, and strategic leadership, I helped transform Engage into a seamless and engaging customer platform, enabling nutrition clubs to expand their digital presence and enhance customer relationships.

Project Process

While conducting the initial research for HN MyClub we encountered several clubs who had ways for clubs to place orders before entering the club. We were able to gather insights and see how their systems connected. This research fueled the design demonstrated at Extravaganza 2018. We were able to utilize the prototyped design to validate a customer-facing application.

Now knowing the project was going to be started we created the information architecture to map out where the features belong and how the project would scale.

Once we planned the features during PI planning, we went through our design process in which we understand each feature’s problems and benefits, our predispositions, research, drawing, prototyping, and testing.

 Key Features

As Engage evolved, I led the design of key features that enabled nutrition clubs to connect with customers, improve order management, and enhance user experience. These features streamlined discovery, engagement, and purchasing, ensuring that customers could easily interact with their preferred nutrition clubs.

Club Connection – Enabling Seamless Access to Local Nutrition Clubs

A core function of Engage was allowing customers to find and connect with nearby nutrition clubs, creating a digital bridge between clubs and their members.

UX Enhancements & Features

• Search & Discovery – Designed an intuitive search function that enabled users to find clubs based on location, popularity, or personal preference.

• Favorite Clubs Feature – Allowed users to save and revisit their preferred nutrition clubs, improving engagement.

• Club Membership Integration – Enabled clubs to offer loyalty benefits and exclusive promotions to repeat customers.

Impact

• Increased club visibility, driving higher customer engagement and repeat business for nutrition club owners.

• Simplified the club search and selection process, leading to higher app adoption rates.

Club Information – Providing Key Details About Nutrition Clubs

Once users connected to a club, they needed comprehensive and easily accessible information about that location.

UX Enhancements & Features

• Club Profile Pages – Designed customized pages where club owners could showcase menus, business hours, and promotions.

• Contact & Social Integration – Enabled direct messaging, call options, and social media links for enhanced engagement.

• Event Listings & Special Offers – Allowed clubs to post upcoming events and highlight special promotions.

Impact

• Improved customer engagement, ensuring users had all the information needed to interact with clubs.

• Enhanced visibility for club promotions, leading to higher customer participation in events and offers.

Ordering – Streamlining the Customer Purchase Flow

A key goal of Engage was to simplify the ordering process, making it quick, intuitive, and hassle-free.

UX Enhancements & Features

• Step-by-Step Ordering Flow – Designed a clear, guided process from menu selection to checkout.

• Customization Options – Allowed users to modify orders, add special instructions, and personalize their selections.

• Order Status Tracking – Provided real-time updates, ensuring customers knew when their order was ready for pickup.

• Seamless Payment Integration – Supported multiple payment methods, improving transaction efficiency.

Impact

• Faster checkout times, leading to higher order completion rates.

• Reduced drop-off rates, as users were guided through an intuitive, error-free purchasing experience.

Combo Ordering – Enhancing the Ordering Experience for Customers

Customers often wanted to order multiple products together as part of a meal or bundle. The Combo Ordering feature made this process effortless.

UX Enhancements & Features

• Pre-set Meal Combos – Allowed clubs to curate meal combinations, making selection easier for customers.

• Build-Your-Own Combos – Designed an interactive combo builder, enabling users to mix and match products.

• Dynamic Pricing Adjustments – Implemented real-time pricing updates based on selections and customizations.

Impact

• Increased average order value, as users were encouraged to bundle products together.

• Improved customer satisfaction, as ordering became more convenient and flexible.

Conclusion

My work on Engage was instrumental in bridging the gap between nutrition clubs and their customers, providing a seamless, user-friendly platform for discovery, ordering, and engagement. From its initial concept to full-scale development, I helped shape Engage into a powerful tool that improved the customer experience and drove business growth for club owners.

Through research-driven UX improvements, iterative testing, and strategic feature development, Engage became a key digital touchpoint for Herbalife Nutrition Clubs, allowing customers to find clubs, browse offerings, and place orders effortlessly. The platform’s success was rooted in user-centric design, streamlined workflows, and continuous iteration based on real-world insights.

Beyond the direct impact on nutrition clubs and customers, Engage reinforced Herbalife’s commitment to digital transformation, proving how technology can enhance in-person experiences and foster stronger customer relationships.