ClassPass Booking Flow: A UX Case Study
Improving Usability Through User Research and Prototyping
NOTICE: This page is still under construction.
NOTICE: This page is still under construction.
1. Project Overview
Introduction
ClassPass is a subscription-based fitness and wellness platform that allows users to book classes at various studios. This case study focuses on the research and usability testing phase of a ClassPass booking flow redesign, highlighting the identification of key usability issues. Design solutions are planned for future iterations
My role: user research, wireframing, high-fidelity prototyping, and usability testing.
Project timeframe: one-week design challenge.
This project was completed within a focused one-week sprint, demonstrating the efficiency of the research and testing phase.
Problem Statement
Heuristic evaluation identified potential usability issues in navigation and information clarity, suggesting friction in booking.
Goal
Validate usability issues through user research and propose design solutions for a streamlined booking flow.
2. Research and Discovery
Initial Research
An initial heuristic evaluation identified potential areas of concern, which were further investigated through user research.
Google Survey Data:
Google Survey provided initial user feedback, revealing users found the booking process confusing and overwhelming
Research Plan and Hypothesis
A research plan was developed to conduct moderated usability testing on the booking flow. The hypothesis was that users would encounter usability issues related to 'navigation between screens,' ‘booking specific time slots'‘ or 'understanding the class details'
Visualizing the Existing Experience: To investigate my hypothesis regarding usability issues in the booking flow from promoted businesses (specifically around navigation, time slots, and class details), I first mapped the current user journey, shown above.
3. Design Process
Figma 1:1 Recreation
To conduct realistic usability testing, I meticulously recreated the booking flow from the ClassPass app's Home screen in Figma, aiming for near 1:1 fidelity. This functional prototype allowed participants to interact with a familiar interface, ensuring accurate feedback on usability issues.
Lo-Fi Wireframes
Low-fidelity wireframes explored solutions for simplified navigation and information clarity.
4. Testing and Iteration
Usability Testing
Remote moderated usability tests with six participants, tasks included: booking a class at a preferred date/time slot. Screen recordings and verbal feedback captured usability issues.
Key Findings
Users struggled to find the class location. [INSERT SCREENSHOT SHOWING THE LOCATION INFORMATION BEING DIFFICULT TO FIND]
Users were confused by the pricing information. [INSERT SCREENSHOT HIGHLIGHTING THE PRICING SECTION WITH AN ANNOTATION POINTING OUT THE CONFUSION]
[Mention 1 other very key finding with corresponding annotated screenshot].
Potential Iterations (Next Steps):
Based on the usability testing findings, the next steps would involve iterating on the design to address the identified issues. This could include:
Simplifying time slot display in booking.
Adding clear visual cues for navigation.
Simplifying the pricing display.
Due to time constraints, the design iterations were not fully implemented during this project
5. Results and Impact (Potential)
Usability testing provided insights for future design improvements.
By addressing the identified usability issues, ClassPass could potentially improve user satisfaction, increase bookings, and reduce abandonment.
This project demonstrated the value of user research and prototyping in identifying and resolving usability issues, even in a complex booking flow. The insights gained provide a solid foundation for future design decisions.
