C L A S S V I P
CLASSVIP is a concept product for CLASSPASS' mobile app. This product aims to improve a customer’s in-class fitness experience by allowing them to book classes through an instructor of their choice.
My team and I were tasked to come up with a conceptual product that would solve a real-world pain point, so we targeted the fitness industry. The inspiration to improve the fitness experience came from our personal past experiences. We sought to fix this problem by utilizing a user-centered design process to validate the need for this solution, discover user and market insights, and design a system that would solve the problem.
I worked alongside 2 UX Designers during a 2-week sprint, and acted as the team’s project manager to define and delegate tasks, and to ensure our sprint progressed smoothly, efficiently and on schedule. My main responsibilities included user research, creating user flows, information architecture, wireframing, and prototyping.
We kick-started the sprint with the goal of gathering the data we need. This data would help give us a better understanding of the context that we were designing in, thus, helping us design with a better rationale.
We wanted data that would (1.) validate the pain point, and (2.) inform us on a user’s booking process for a class, and the factors that made the fitness class experience poor for a customer.
Understanding the User
We wanted to see what the needs and pain points of fitness customers were during the class booking process and fitness class experience.
During user interviews, we discovered:
Users are disappointed in the fitness class experience due to instructor’s personality and teaching style.
Music was an important factor for a good workout experience.
Struggled to communicate their questions and concerns to their instructor.
In our survey, we discovered, from our 32 respondents, the following things that are important when booking a class:
92% said instructor’s teaching style
88% said the music played during class
77% said class location
63% said class vibes
Who Are the Users?
The following personas represent our target audience and their needs, pain points and behavior.
Framing the Scope
Fitness instructor’s teaching styles are important factors people consider when looking for a workout, however, these factors are not known until after. By the time people have attended the class, they discovered that the overall class and workout experience did not meet their expectations.
How might we connect people to fitness instructors and classes that best match their needs and preferences?
After we brought together our research data, we ideated solutions based on the pain points, needs, goals and behavior of our users.
Conceptualizing the Architecture
Before we jumped into wireframing, we wanted to conceptualize how a user will flow through the app. This would give us a better understanding on how to design the interaction between the user and the app. So, we created a task flow and a user flow based on our user’s needs, behavior, goals and problems.
In retrospect, if we had more time, it may have been better to create and test lo-fidelity wireframes first to validate our solutions before finalizing on it. If we defined the information architecture first, and then find out the solutions didn’t work, it meant we would have to backtrack a lot of work.
The following is a task flow of how a customer would navigate through the application in order to book a class based on their preferred instructor.
Here is how our target customer, Alex & Beth, would navigate through the application in order to feel confident in booking a class with the instructor that suits them.
We ultimately want users to book a class and feel confident that they’ve made the right choice. So, these task and user flows helped to visualize the pathways that will get customers to book a class that they will feel good about.
Designing for iOS first
Since we were working within a 2-week design sprint, time was crucial and we could only design for 1 platform first. We have decided to initially launch this concept first on the iOS system mainly because:
68% of the users we interviewed were booking their classes on an iPhone
More than 50% of the iOS users are on their latest operating system vs. Android with approx. 30% of their users on their latest OS, so we want to use the latest technology to optimize our application.