Have coaches tell users to log their weights mid-workout, not in a help page

David BarnardWere you able to track people who have the widget on their home screen, complete their streak at a higher rate, and then with the journal, did you find specific stats of like when you introduced that, you did see a big bump in longer term retention?

Ben GammonYeah, you're able to see correlation. If you go back to the journal, we're upwards of now around like 70%, 75% of users use the journal for each workout. It didn't start there though, right? I mean, these are the things, again, you build it, you build the core layer, and then you have to build out these amplifiers. And that's where we went upstream. And we have what's called a welcome workout. And that's where the coaches are able to voice over not only the instruction of like, what are you doing? Why are you doing it? But also layer in those pieces to say like, "Hey, pop up in that journal, swipe up, input those weights, here's why."

Ben GammonAnd it's the same thing with the widget, able to really start to build out, make sure that people are using it, and then make sure that it has good feedback, and then you build out those peripherals to really drive engagement.

David Barnard… but the foundation is the same, is that when you find those retention levers, find ways within the product to drive usage of those features, which then drives the retention. And this does get a little bit to the blocking and tackling, that may be a push notification, that may be an email helping people go deeper into a feature, but you need to build the loop first and then you build the tactical things around it to kind of reinforce those loops.

Ben GammonYeah, 100%. And I'd also say that the one thing that I've found is, yes, you can build those outer pieces, the notifications and stuff, and they are very effective, but you have to really layer these things in the moment as they're doing stuff. So, again, that's where if you go back to just the example with voiceovers, you can write up FAQs and educational content about why the journal is important and all that stuff. But if you're able to communicate that while they're in the motion of doing it, that is 10X more effective. And that is one of those really powerful things that's the human element that Ladder brings that is able to really, again, drive a lot of the engagement that correlates to the retention for Ladder.

David BarnardWell, the last thing I wanted to touch on was user feedback. And I know that's something that Ladder takes very seriously. So, how do you think about feedback and integrating that into the broader product roadmap and decision making?