DataTrack, ABC Fitness Solutions:
Adding a Feature to Manage Gym Memberships
Project Timeline
December 2023 (80 hours)
Role
UX Designer
Tools
Figma
DataTrack is a gym management software that operates as a centralized and secure database. While there is an upgraded version of this software (ABC Ignite), DataTrack is still being used and the company consistently releases new features and updates.
As a former employee of a gym using this software, I noticed areas for improvement within the product, and I aim to explore and address them in my project.
Goals for the project
Boost overall user satisfaction.
Enhance the software's user-friendliness.
Streamline the membership management process.
I Discover
User Interviews
Participants
Three users participated in the research: All are current employees of the gym that has been utilizing DataTrack over a year. One of the participants is a manager, others - are front desk staff.
Research Goal
To pinpoint the most challenging issues users may be facing and determine potential enhancements within the software that could improve their overall experience with the product.
Research Objectives
Identify current pain points and challenges users encounter while using DataTrak.
Understand the specific features or functionalities users find most frustrating.
Explore users' expectations and preferences regarding health club management software.
Uncover any workarounds or hacks users have developed to cope with existing software limitations.
Gather insights on users' priorities for improvements and new features within the software.
Competitor Analysis
To streamline the Competitor Analysis, I initially examined the insights gathered from user interviews.
Due to user frustrations with membership management and excessive data entry, I chose to prioritize the analysis of the "Managing Memberships" functionality in competitor fitness CRMs.
Additionally, emphasis will be on inexpensive plans, given that the gym using DataTrack, is a small local business, switched to DataTrack from its previous software mainly because of it’s lower costs.
Understanding the intricacies of each CRM system can be challenging, but the key takeaway is that CRMs for fitness club management offer diverse plans and features. Dissatisfaction may prompt users to switch to alternative systems. Therefore, DataTrack should prioritize customer satisfaction to retain users, foster loyalty, and potentially upsell them on other products, like the newer version, ABC Ignite.
II Define
Research Findings
User Goals
Efficient Membership Management
Minimized Data Entry
Ease of Use
Quick Access to Information
The primary purpose of DataTrack for this gym includes membership management and tasks such as: Daily check-ins and check-in history, Membership renewals, Membership sales, Services sales.
User Needs
Enhanced Task Control
Affinity Map Quotes
Improved Navigation
Affinity Map Quotes
Enhanced Membership Information Display
Affinity Map Quotes
Clear Renewal Process
Affinity Map Quotes
Pain Points
Excessive Data Entry and Steps
Affinity Map Quotes
Limited Control
Affinity Map Quotes
Confusing Membership Management
Affinity Map Quotes
Navigational Challenges
Affinity Map Quotes
Point of View Statements
Front desk staff at the fitness club, who often experience frustration with membership renewals and sign-ups, need minimized data entry, as this would both save time and prevent potential errors.
Gym staff need enhanced task control to eliminate repetitive data and unnecessary steps in performing crucial tasks.
How Might We…
How might we minimize data entry for front desk staff?
How might we establish enhanced task control for gym staff to eliminate repetitive data and excessive steps?
User Persona
In reality, there are two user personas: Fitness Club Front Desk and Fitness Club Manager, the latter having more responsibilities and access to more features. However, for my project, I focus solely on the first user persona, as they are directly involved in the critical task of membership management on a daily basis.
III Develop
The new feature that should be implemented is -
combining duplicate accounts into a single account.
Why?
User and Task Flows
The feature will be integrated into the membership renewal user flow, addressing common encounters with duplicate accounts.
Affinity Map Quotes
User Flow: Front desk staff is renewing a membership of a previous member.
Task flow #1: Combining duplicate accounts.
Task flow #2: Excluding accounts from combinig.
Sketches and Mid-Fidelity Wireframes
Originally, duplicate accounts were to be shown in a separate section at the bottom. However, it was changed to prevent missing duplicate accounts while scrolling long lists of common last names.
Members Searching Tab, Sketch
Members Searching Tab, 1st version Wireframe
The possibility of more than two duplicate accounts led to a reevaluation of the layout. Additionally, the 'Reset' functionality was moved to a separate page for a more streamlined design.
Duplicate Comparison & Reset Page, Sketch
Duplicate Comparison & Reset Page, 1st version Wireframe
IV Deliver
Prototype
To combine duplicate accounts, users should select the relevant checkbox in the 'Compare' column.
Next, users compare the selected accounts for duplicate information and decide which ones to combine or remove from the comparison.
In the last step, users reset information if necessary and complete the merge.
The combined account will showcase all current and past memberships associated with the member.
Usability Test
The test participants were the same three users with whom I conducted interviews.
The task flows being tested are ‘Combining duplicate accounts’ and ‘Excluding accounts from combinig’, as a part of the flow of signing up a previous member for a membership.
All test participants seamlessly utilized the feature, indicating that it would make their interaction with the software much easier.
What the design accomplished in terms of success criteria:
Seamless Integration.
Clarity and Ease of Use.
Overall User Satisfaction.
How the design performed against other metrics:
‘Duplicate Comparison' Page: Users didn't attempt to reset or adjust information, indicating intuitive and user-aligned design.
Decision-Making: Users didn't seek extra information before combining accounts.
Information Sufficiency: Users successfully made decisions based on available information for combining accounts.
'Reset Information' Page: Users found the displayed info in the 'Membership Information' section sufficient.
Due to the straightforward nature of interactions and seamless feature utilization, only minor UI adjustments, such as increasing title fonts and simplifying instructions, were implemented.
Next Steps
For the future I would pay attention to the challenges I encountered during the project:
Addressing diverse backgrounds, needs, and operational styles among gyms poses a challenge in creating a universally effective solution. Testing the feature with other gyms would be crucial.
Evaluating the cost-effectiveness of the feature with developers is necessary, considering the company's focus on the newer CRM version and the goal to transition users.
Considering that user dissatisfaction is mainly tied to the software redesign, there's a need to continue improving the product.
