This design project is for internal scheduler software for personal trainers. The software was outdated and has created numerous issues. 


The improvements made on this software affected over 1,000 trainers and their clients by providing a seamless user experience and improving efficiency.


 

PT SCHEDULER

MY ROLE

LEAD UX DESIGNER

I was involved in the project from discovery, ideation, research to design for 2 months as a lead UX designer. 

I worked closely with a stakeholder, a project manager, 2 developers, a business analyst in an agile environment. 

I executed a stakeholder interview, (in-person & remote) usability testing, focus group, interview, wireframe, and prototype. 

I used Sketch, Axure, Jira, Confluence, and MS office in this project. 

MAIN CHALLENGES

1

WHO ARE YOU? WHAT'S UX?

The stakeholder initially brought this project to the developers asking them to fix some minor issues. Then the product was brought to the UX team by the developers as they realized there's more than technical issues. The stakeholder was not familiar with the concept of UX nor expected us to jump in. It was not an easy journey to introduce to the concept and get the stakeholder's full buy-in especially with the second challenge that came up throughout the project. 

2

WELL ... THIS IS WAY BIGGER THAN WE THOUGHT. 

As the research uncovered the need for the new design, the project scope grew significantly. With the first challenge, the team held a lot of conversations around how we can fit users’ needs while meeting the business requirements and feasibility.

KICKOFF

HELLO THERE, I AM HERE TO HELP YOU. 

To tackle the first biggest challenge, the new stakeholder interview was needed.

 

During this interview, I introduced the concept of UX and how it will be beneficial for the stakeholder and his team by staying empathetic and focusing on the stakeholder's goal. 

At the stakeholder interview, I focused on helping him identifying the ultimate goals of his team and working on project objectives around the goals while providing what to expect in the following steps throughout the project. 

After the interview, the whole project team consists of me (UX designer), a stakeholder, 2 developers, a project manager, and a business analyst met up for an official kickoff meeting to share project objectives, timeline, budget, and expectations.  

USABILITY TESTING

METHODOLOGY

8 participants mixed gender, age, and tenure.

Half an hour take based usability testing 

6 introductory questions and 6 tasks

Testing was done on a desktop and a mobile device.

DISCOVERY 

  • Current scheduler does not match the expectation of how the scheduling system is supposed to work

  • Users need to use both PT scheduler and Outlook to manage their tasks, schedule, and communication with their clients, managers, and the corporate

  • It takes way too long to make any changes to any appointments.

  • Almost impossible to use in mobile devices.

TAKEAWAYS & NEXT STEPS

  • The insights suggested that we needed to redesign the whole system to tackle the main usability issues of the current system. 

  • A responsive design was needed (very much so). 

  • More in-depth research to gather ideas for a new system was needed. 

TRAINERS,

WHAT DO YOU WANT?

As we learned we need to redesign the scheduling system, I executed focus group and interview sessions to 1) learn more about what users need and want and 2) help the team design a long term strategy on the product. 

METHODOLOGY

3 focus group sessions, 15 one-on-one interviews. 

22 participants mixed gender, age, and tenure.

15 questions. 

DISCOVERY 

​"Put everything together.

Don't make me go through 3 different programs to do one thing."

Turned out trainers needed an all-in-one platform that will allow them to schedule, communicate, and complete daily administration duties. 

They also wanted the system to help them provide more personalized experiences for their clients, which was a major uncovered opportunity for the business. 

YEAH, WE GET THAT. 

BUT IS IT GONNA BE WORTH ALL THE INVESTMENT?

IT SEEMED FINE BEFORE! 

After the insights were shared, the team held many requirement gathering sessions. The main insights were pushing the requirements asking for more investment than expected at first. 

While the question was raised, I stayed empathetic with the stakeholder by holding constant communication. I reminded the team of the importance of this project by bringing up participants' stories in order to build empathy in teammates. 

WIREFRAME & PROTOTYPE

Once the requirements were gathered, I designed, tested, and iterated the wireframe and prototype of the new scheduler.

WHAT'S NEW? 

The biggest changes were adding a dashboard and responsive design.
The dashboard provides

  • a glimpse of the daily schedule

  • notifications from sources such as colleagues, managers and a corporate

  • customer information such as their goal tracking or birthday to help trainers deliver more personalized experiences.

The weekly schedule page also went through a revamp.

  • More prominent color codes were adopted.

  • The layout was updated based on the user’s behavior pattern found in usability research. 

© 2020 by DaHee Kang