The Challenge : Design Sign-Up Flows for the Three User Groups

Recspert is a virtual recreation center that allows customers to search, find and book recreational providers in their locality, based on a monthly subscription plan.

The current product is focused on acquiring B2C customers. With this design exercise, the founder’s goal was to expand to B2B, thereby acquiring Service Providers such as a Solo Entrepreneur (an individual recreational provider such as a Trainer or Gym Instructor) and local Recreational Centers (that offer multiple classes at their facility), and also to establish a streamlined Onboarding Sign-Up Flow for the three use types.

The Solution

MY ROLE AND PROCESS

I worked with two other designers. Each designer took up one out of the three target user groups, with myself picking the Recreation Center user type, which was a completely new exploration for the product.

Project Goals

1. Design a User Flow for Recreation Centers joining Recspert.

2. Develop wireframes and prototypes to communicate ideas, while also addressing existing user pain points.

3. Test the design with target users and make necessary changes.

4. Deploy for development.

Process

Since this user type was uncommon with other similar products in the market, the process involved was exploratory and focused on understanding the existing workflows used by Recreation Centers and establishing ways to integrate them with the client’s product.

DESIGN DECISIONS

Given -

An initial Sign Up Flow was provided by the founder at the beginning of the project.

The flow provided is based on the information to be gathered from the user when they decide to sign up for Recspert. It is rather simple, and observed to not have incorporated potential user stories that may enhance the user’s experience.

I conceptualized the initially given flow into 4 sub-steps that walk the Recreation Center Manager from making a decision about providing services with Recspert to adding their Facility Information, connecting the Payment Method, and connecting their Registration Software and filling their classes.

INSIGHTS FROM USABILITY TESTING

Testing the User Flow and wireframes with 4 users gave two major insights -

1. Users were not certain what “Connect Payment Account” meant, in addition to seeming confused as to why it was the first step of the process and what it meant for them. So I moved Payment one step down in the process and made “Connect Registration Software” the first step. This meant that users who connect their Reg. Software could also in fact use it to pay Recspert. I also used clearer language to suggest that the Payment asked was the subscription fee to be part of Recspert, in the copy.

2. Agreeing with my assumption, all users questioned why Uploading CSV would be required again after they connect to their Registration Software. This would be redundant for them, as they would have to upload class details twice on both platforms. Therefore, this step was eliminated from the Flow altogether. Users would now be able to link their Registration Software in Step 2 and Manage what classes show up on their profile after the sign-up process.

The Revised User Flow clarifies the major issues that Users had with the initial flow and streamlines it into a process devoid of redundancy and confusions.

FINAL MOCKUPS AND PROTOTYPE

Final Prototype

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