Project
Project
Project
Sporttips
Sporttips
Sporttips
Role
Role
Product designer
Product designer
Scope
Scope
End to end design
End to end design
© 2022
© 2022
© 2022
Role
Product designer
Scope
End to end design
00.
00.
00.
RESULTS
RESULTS
RESULTS
Helping users fond and book sports services 45% faster
Helping users fond and book sports services 45% faster
Helping users fond and book sports services 45% faster
01.
01.
01.
CONTEXT
CONTEXT
CONTEXT
Why building Sporttips matters
Why building Sporttips matters
Why building Sporttips matters
Athletes of all levels suffer injuries and plateaus in their performance. Both of which could be prevented by the intervention of a sports service professionals.
Sporttips aim to provide athletes of all levels with easy access to top-level sports services (Physiotherapists, Nutritionists, Podiatrists, etc).
Sporttips are looking to develop an app that makes the process of getting these services smoother and friendlier for all athletes; while being able to find the service that’s just right for them.
Athletes of all levels suffer injuries and plateaus in their performance. Both of which could be prevented by the intervention of a sports service professionals.
Sporttips aim to provide athletes of all levels with easy access to top-level sports services (Physiotherapists, Nutritionists, Podiatrists, etc).
Sporttips are looking to develop an app that makes the process of getting these services smoother and friendlier for all athletes; while being able to find the service that’s just right for them.
Athletes of all levels suffer injuries and plateaus in their performance. Both of which could be prevented by the intervention of a sports service professionals.
Sporttips aim to provide athletes of all levels with easy access to top-level sports services (Physiotherapists, Nutritionists, Podiatrists, etc).
Sporttips are looking to develop an app that makes the process of getting these services smoother and friendlier for all athletes; while being able to find the service that’s just right for them.
02.
02.
02.
RESEARCH METHODS
RESEARCH METHODS
RESEARCH METHODS
How do we know what to solve?
How do we know what to solve?
How do we know what to solve?
User interviews
User interviews
User interviews
Understand their expectations and why they expect what they expect
Understand the motives behind engaging with tools like this in the first place
Know who you’re designing for
Build healthy rapport with people who might use your product.
Understand their expectations and why they expect what they expect
Understand the motives behind engaging with tools like this in the first place
Know who you’re designing for
Build healthy rapport with people who might use your product.
Understand their expectations and why they expect what they expect
Understand the motives behind engaging with tools like this in the first place
Know who you’re designing for
Build healthy rapport with people who might use your product.
Usability studies
Usability studies
Usability studies
Interactive Design Process.
Real-Time Feedback
Authentic User Behaviour
Direct Communication
Enhancing User-Centric Design
Increased Stakeholder Buy-In
Interactive Design Process.
Real-Time Feedback
Authentic User Behaviour
Direct Communication
Enhancing User-Centric Design
Increased Stakeholder Buy-In
Interactive Design Process.
Real-Time Feedback
Authentic User Behaviour
Direct Communication
Enhancing User-Centric Design
Increased Stakeholder Buy-In
Competitive analysis
Competitive analysis
Competitive analysis
Find out what the competition is missing, and what they do well
Understand the basic requirements of products
Understanding how we can be different, and better
Find out what the competition is missing, and what they do well
Understand the basic requirements of products
Understanding how we can be different, and better
Find out what the competition is missing, and what they do well
Understand the basic requirements of products
Understanding how we can be different, and better
03.
03.
KEY CHALLENGES
KEY CHALLENGES
What we are solving for
What we are solving for
What we are solving for
Communicating value of service provider
Communicating value of service provider
Communicating value of service provider
What are the deciding factors when a user chooses a specific service provider? How do we communicate those factors to the user?
What are the deciding factors when a user chooses a specific service provider? How do we communicate those factors to the user?
What are the deciding factors when a user chooses a specific service provider? How do we communicate those factors to the user?
Key problem
Key problem
Key problem
01
01
01
Time to confirmed booking
Time to confirmed booking
Time to confirmed booking
After understanding value, how do we save both service providers and clients time when it comes to confirming a booking and facilitating a transaction?
After understanding value, how do we save both service providers and clients time when it comes to confirming a booking and facilitating a transaction?
After understanding value, how do we save both service providers and clients time when it comes to confirming a booking and facilitating a transaction?
Key problem
Key problem
Key problem
02
02
02
04.
04.
04.
CONSTRAINTS
CONSTRAINTS
CONSTRAINTS
What could limit our output?
What could limit our output?
What could limit our output?
Schedule logistics
Schedule logistics
Schedule logistics
Service providers have different scheduling systems. manual bookings, google calendar, calendly, call only, and so on.
Service providers have different scheduling systems. manual bookings, google calendar, calendly, call only, and so on.
Service providers have different scheduling systems. manual bookings, google calendar, calendly, call only, and so on.
Constraint
Constraint
Constraint
01
01
01
Budget
Budget
Budget
We didn’t have the necessary budget to interview as many people as we would have liked to
We didn’t have the necessary budget to interview as many people as we would have liked to
We didn’t have the necessary budget to interview as many people as we would have liked to
Constraint
Constraint
Constraint
02
02
02
05.
05.
05.
INSIGHTS
INSIGHTS
INSIGHTS
What the research said
What the research said
What the research said
6.
6.
6.
USER PERSONAS
USER PERSONAS
USER PERSONAS
Who are our users?
Who are our users?
Who are our users?
07.
07.
07.
USER STORY
USER STORY
USER STORY
Key user stories
Key user stories
Key user stories
As a runner, When I need to prepare for a marathon, I want to get help from a running coach, so I can finish higher in the marathon
As a runner, When I need to prepare for a marathon, I want to get help from a running coach, so I can finish higher in the marathon
As a runner, When I need to prepare for a marathon, I want to get help from a running coach, so I can finish higher in the marathon
As a Football player, When I get injured, I want to go to a sports physiotherapist, so I can recover better and faster
As a Football player, When I get injured, I want to go to a sports physiotherapist, so I can recover better and faster
As a Football player, When I get injured, I want to go to a sports physiotherapist, so I can recover better and faster
08.
08.
08.
Competitive analysis
Competitive analysis
Competitive analysis
Who we’re up against
Who we’re up against
Who we’re up against
We looked at several potential competing products and companies to see what their strengths and weaknesses are. Sporttips has the opportunity to capitalise on bringing together sports services of all kinds to create a one-stop shop for athletes of all levels.
The majority of the features between competitors were very similar, however the main downfalls in the journey of finding a sports specialist that we noticed were:
Poor navigation
Barriers to information and conversion (asking users for data before showing them things like price
Lack of specialisation of niche and services
We looked at several potential competing products and companies to see what their strengths and weaknesses are. Sporttips has the opportunity to capitalise on bringing together sports services of all kinds to create a one-stop shop for athletes of all levels.
The majority of the features between competitors were very similar, however the main downfalls in the journey of finding a sports specialist that we noticed were:
Poor navigation
Barriers to information and conversion (asking users for data before showing them things like price
Lack of specialisation of niche and services
We looked at several potential competing products and companies to see what their strengths and weaknesses are. Sporttips has the opportunity to capitalise on bringing together sports services of all kinds to create a one-stop shop for athletes of all levels.
The majority of the features between competitors were very similar, however the main downfalls in the journey of finding a sports specialist that we noticed were:
Poor navigation
Barriers to information and conversion (asking users for data before showing them things like price
Lack of specialisation of niche and services
09.
09.
09.
EXPERIENCE MAPPING
EXPERIENCE MAPPING
EXPERIENCE MAPPING
Mapping out the experience
Mapping out the experience
Mapping out the experience
10.
10.
10.
WIREFRAMING
WIREFRAMING
WIREFRAMING
Early sketches
Early sketches
Early sketches
11.
11.
11.
WIREFLOW
WIREFLOW
WIREFLOW
Getting more specifc
Getting more specifc
Getting more specifc
After sketching out some p&p wireframes and thinking through the preliminary flow, we reviewed what was necessary, unnecessary, and what areas needed improvement.
After sketching out some p&p wireframes and thinking through the preliminary flow, we reviewed what was necessary, unnecessary, and what areas needed improvement.
After sketching out some p&p wireframes and thinking through the preliminary flow, we reviewed what was necessary, unnecessary, and what areas needed improvement.
12.
12.
12.
ITERATION
ITERATION
ITERATION
Testing & feedback
Testing & feedback
Testing & feedback
After creating our prototype from low-fidelity wireframes, we prepared a 10-question survey for participants to fill out before we began conducting a usability test. We prompted 8 different participants to run through different scenarios in our prototype in hopes of gathering enough feedback to use for our next set of design iterations.
After creating our prototype from low-fidelity wireframes, we prepared a 10-question survey for participants to fill out before we began conducting a usability test. We prompted 8 different participants to run through different scenarios in our prototype in hopes of gathering enough feedback to use for our next set of design iterations.
After creating our prototype from low-fidelity wireframes, we prepared a 10-question survey for participants to fill out before we began conducting a usability test. We prompted 8 different participants to run through different scenarios in our prototype in hopes of gathering enough feedback to use for our next set of design iterations.
What did users say?
What did users say?
What did users say?
No search bar on the directory page
No search bar on the directory page
No search bar on the directory page
When observed, users would seem to be hesitant with existing navigation options, and wanted to be a bit more specific with their search.
When observed, users would seem to be hesitant with existing navigation options, and wanted to be a bit more specific with their search.
Finding
Finding
01
01
01
Seller trust
Seller trust
Seller trust
Users didn’t know if they could trust the service provider they were dealing with.
Users didn’t know if they could trust the service provider they were dealing with.
Finding
Finding
02
02
02
The categories page was not descriptive enough
The categories page was not descriptive enough
The categories page was not descriptive enough
Because services were grouped in categories, some categories were not identifiable. For example, orthopaedic services were nested in physiotherapy.
Because services were grouped in categories, some categories were not identifiable. For example, orthopaedic services were nested in physiotherapy.
Finding
Finding
03
03
03
13.
13.
13.
NEW IDEAS
NEW IDEAS
NEW IDEAS
Designing based on user feedback
Designing based on user feedback
Designing based on user feedback
Lack of descriptiveness on the category page
Lack of descriptiveness on the category page
Lack of descriptiveness on the category page
Incorporating additional verbiage to give the viewer a clearer understanding of the potential services they might discover in a particular category
Incorporating additional verbiage to give the viewer a clearer understanding of the potential services they might discover in a particular category
Incorporating additional verbiage to give the viewer a clearer understanding of the potential services they might discover in a particular category
Seller trust
Seller trust
Seller trust
Adding a trusted seller badge to the service description.
Adding a trusted seller badge to the service description.
Adding a trusted seller badge to the service description.
Navigation
Navigation
Navigation
Adding a search bar to allow users more specific navigation
Adding a search bar to allow users more specific navigation
Adding a search bar to allow users more specific navigation
14.
14.
14.
RESULTS
RESULTS
RESULTS
What was the outcome of all this work?
What was the outcome of all this work?
What was the outcome of all this work?
Users were 45% faster when finding and booking services
Users were 45% faster when finding and booking services
Users were 45% faster when finding and booking services
Users previously spent 18 minutes on average finding and booking services , now they spend less that 10 minutes doing the same.
Users previously spent 18 minutes on average finding and booking services , now they spend less that 10 minutes doing the same.
Users previously spent 18 minutes on average finding and booking services , now they spend less that 10 minutes doing the same.
15.
15.
15.
VISUAL DESIGN
VISUAL DESIGN
VISUAL DESIGN
Creating a consistent look and feel
Creating a consistent look and feel
Creating a consistent look and feel
16.
16.
16.
USER INTERFACE
USER INTERFACE
USER INTERFACE
Screens from the app
Screens from the app
Screens from the app
17.
17.
17.
REFINEMENT, LEARNINGS, REMARKS
REFINEMENT, LEARNINGS, REMARKS
REFINEMENT, LEARNINGS, REMARKS
A recap of the experience and what I’d do next
A recap of the experience and what I’d do next
A recap of the experience and what I’d do next
Learnings
Learnings
Learnings
From a technical perspective, I learned more about constructing and adapting design systems, and gained more practical experience in both remote and in-person user testing. This project was a great experience for me.
From a technical perspective, I learned more about constructing and adapting design systems, and gained more practical experience in both remote and in-person user testing. This project was a great experience for me.
From a technical perspective, I learned more about constructing and adapting design systems, and gained more practical experience in both remote and in-person user testing. This project was a great experience for me.
Moving forward
Moving forward
Moving forward
I would focus on acquisition, activation, and retention. I think there are 3 things
I would focus on acquisition, activation, and retention. I think there are 3 things
I would focus on acquisition, activation, and retention. I think there are 3 things
Build a system for the specialists that offers more value than connecting them to prospects
Build a system for the specialists that offers more value than connecting them to prospects
Build a system for the specialists that offers more value than connecting them to prospects
The proposed business model of Sporttips (a marketplace) involved taking commissions from specialists. After speaking to a few specialists, it was my understanding that because the majority of services were provided in person, after the specialist meets the prospect for the first session, it would be in the specialist's best (financial) interest to ensure that follow-up sessions are booked through the specialist directly in order to avoid commissions.
The proposed business model of Sporttips (a marketplace) involved taking commissions from specialists. After speaking to a few specialists, it was my understanding that because the majority of services were provided in person, after the specialist meets the prospect for the first session, it would be in the specialist's best (financial) interest to ensure that follow-up sessions are booked through the specialist directly in order to avoid commissions.
The proposed business model of Sporttips (a marketplace) involved taking commissions from specialists. After speaking to a few specialists, it was my understanding that because the majority of services were provided in person, after the specialist meets the prospect for the first session, it would be in the specialist's best (financial) interest to ensure that follow-up sessions are booked through the specialist directly in order to avoid commissions.
Focus
Focus
Focus
01
01
01
Invest in service design
Invest in service design
Invest in service design
With a large number of specialists, whose booking systems may vary (Google calendar, Outlook calendar, etc.) It may be wise to invest in some form of service design to coordinate the automation of the booking processes for both clients and specialists. An example of this might look something like a Calendly API
With a large number of specialists, whose booking systems may vary (Google calendar, Outlook calendar, etc.) It may be wise to invest in some form of service design to coordinate the automation of the booking processes for both clients and specialists. An example of this might look something like a Calendly API
With a large number of specialists, whose booking systems may vary (Google calendar, Outlook calendar, etc.) It may be wise to invest in some form of service design to coordinate the automation of the booking processes for both clients and specialists. An example of this might look something like a Calendly API
Focus
Focus
Focus
02
02
02
Help specialists write better service description
Help specialists write better service description
Help specialists write better service description
Through testing, the best practices for writing effective service descriptions can be found. Because different specialists are going to have different levels of communication skills, some may not be able to express their services effectively, and consequently may not be able to convert for themselves and Sporttips. Having something like “Best practices” or prompts when specialists create their profiles may aid in the conversion for specialists and Sporttips.
Through testing, the best practices for writing effective service descriptions can be found. Because different specialists are going to have different levels of communication skills, some may not be able to express their services effectively, and consequently may not be able to convert for themselves and Sporttips. Having something like “Best practices” or prompts when specialists create their profiles may aid in the conversion for specialists and Sporttips.
Through testing, the best practices for writing effective service descriptions can be found. Because different specialists are going to have different levels of communication skills, some may not be able to express their services effectively, and consequently may not be able to convert for themselves and Sporttips. Having something like “Best practices” or prompts when specialists create their profiles may aid in the conversion for specialists and Sporttips.
Focus
Focus
Focus
03
03
03
This was a fun and interesting problem to tackle. I learned a lot about sports services and how people look for solutions to their problems. I am happy and grateful to have been able to work on this project.
This was a fun and interesting problem to tackle. I learned a lot about sports services and how people look for solutions to their problems. I am happy and grateful to have been able to work on this project.
This was a fun and interesting problem to tackle. I learned a lot about sports services and how people look for solutions to their problems. I am happy and grateful to have been able to work on this project.