Summary
Years of patches turned Coaching into a maze of disconnected screens.
Reps didn’t know where they were in the flow. Reviewers chased context across multiple surfaces. Managers had no visibility into who was stuck. Practice felt like a single high-stakes event instead of something reps could iterate on.
With CS absorbing the operational strain — and growing pressure to support a more unified platform — we needed a clearer, more predictable lifecycle that could work within strict legacy constraints.
This work established a lifecycle pattern that later scaled across Navigation, Meetings, and early AI initiatives.
