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The problem

SiO is a student union that is struggling to register and onboard new gym members.

Main painpoints for students

Long queues

Paper contracts

Direct debit

Overview

Solution and outcomes

A solution that is fully digital and cuts down queue time for users and saves our client for time & money.

What I did

User research, Ideation workshop, wireframes, UI design, design system, scope mvp, user testing.

8

User interviews

3

Iterations

3

User observations

4,5

Weeks

9

User tests

4

Stakeholder

meetings

The team

Digital product designer

Rachid(me)

Service designer 

Clementine

Back-end developer

Ida

Front-end developer

Karoline

Solution

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We have made it easier to register by cutting down on information, and only showing the essentials.

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Log in or create an account seamlessly to cut down time in the registration process.

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Putting the keycard in our client's existing app will increase retention.

Flexible registration

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By letting people register by themselves on their own devices will decrease queue time for our client.

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We have added additional payment methods and demystified direct debit.

Design system

A well-structured design system allows SiO to scale design in a more consistent and cost-effective way. 

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User journey

This user journey is from our key persona: students with a Norwegian social security number and bank account.

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As-is VS to-be journey

Our solution eliminates all of the major pain points for the receptionist and gym members in the onboarding process.

Overall value

Faster onboarding for new gym members

Cuts costs and time for staff members at the gym

Increased conversion rates

Design process

Discovery

Gameplan

The client came to our office and we went through a workshop to get project alignment.

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Product vision

We want to make a product that makes it easy for students in Oslo to become a gym member. We will achieve this by providing a holistic user experience.

User observations

We took a trip to one of SiO`s gyms and observed the receptionist`s workflow to understand where the problems lied.

Low-fi user journey

We got back to the office and sketched out the as-is journey for the receptionist. We then identified some pain-points.

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Main pain points - Receptionist

The sign-up process is slow and clunky because of these pain points:

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Sign

Scan

Key findings - Receptionist

The receptionist is using 15 minutes per person when signing people up to the gym. This creates a long queue in the gym.

Overall there is a lot of unnecessary steps in the process, and manual labour.

Main pain points - Students

Through user interviews and questionnaires we have discovered these needs in our user base. 

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Students experience these painpoints at the gym:

Queue

Direct debit