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Sio wants an easier and fully digitalized onboarding process for new gym members.
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
We have made it easier to register by cutting down on information, and only showing the essentials.
Log in or create an account seamlessly to cut down time in the registration process.
Putting the keycard in our client's existing app will increase retention.
Flexible registration
By letting people register by themselves on their own devices will decrease queue time for our client.
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.
User journey
This user journey is from our key persona: students with a Norwegian social security number and bank account.
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.
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.
Main pain points - Receptionist
The sign-up process is slow and clunky because of these pain points:
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.
Students experience these painpoints at the gym:
Queue
Direct debit
Paper contracts
Definition
Mini design sprint
After gathering insights we workshop our way into finding solutions that meet our user’s needs.
How might we..
Make it easier for students to become a gym member?
How might we..
Remove paper and manual labour for the receptionist?
