Planet Fitness
Proposing a modern, user-centric interface to enhance staff efficiency
Key Stakeholders
Customer Service Representatives (CSRs), Club Managers
Success Metrics
Reduce training time, minimize errors, and streamline workflows
Role
Solo UX/UI Designer
Duration
10 weeks
Platform
Windows Web Application
The problem
Nested menus and unclear labels led to frequent errors
The majority of tasks carried out by Customer Service Representatives revolve around or rely on the use of this Club Management Application.
User Impact
01
Frequent Errors
Ambiguous workflows led to mistakes, impacting the Net Promoter Score of the club.
02
Slower Task Completion
Average enrollment time was 8-10 minutes.
03
Training Bottlenecks/Dependency
New CSRs needed constant peer support untill become used to the system.
Problem Statement
How might we design an intuitive experience that shortens the learning curve and optimizes workflows for faster request resolution?
Objective
Create a clear, organized layout to make it intuitive, minimize errors, reduce training time, and improve overall efficiency.
User research
Complex workflows delayed tasks, increased errors, and frustrated staff
Task Analysis
Mapped key workflows and pinpointed pain points such as redundant data entry, unclear error messages, and inconsistent navigation.
Contextual Shadowing
Focused on how they navigated the system under time pressure, handled errors, and used workarounds.
Semi-structured Interviews
Interviewed 10 CSRs and 2 managers to identify their challenges and frustrations.
Key Findings
01
Inefficient Navigation
Despite being a daily priority, frequent tasks like new enrollment required 3+ clicks to access.
“Why isn’t ‘Enrollment’ just on the home screen?” – CSR Participant
02
Time-Consuming Core Tasks
Nearly 40% of CSR time was spent on membership enrollments and upgrades, requiring navigation through 5+ screens.
“Members get impatient while completing the enrollment formalities” – CSR Participant
03
Error-Prone Interactions
Upgrades or downgrades automatically adjusted the annual fee date, sometimes causing multiple charges.
"Occasionally, I forget to update the annual fee date during upgrades." – CSR Participant
04
Reliance on Tribal Knowledge
New hires relied on printed cheat sheets with handwritten notes.
"CSRs often felt anxious handling prospects independently." – Manager
User Persona
“I need to process things faster, but the system fights me at every step.”
Wireframes
Zoned for efficiency based on priority, frequency, and intuitive access
Segmenting the screen layout into distinct sections allowed for the effective organization of information according to priority and usage frequency.
Proposed Design
Structured layout with quick access to frequent tasks
After brainstorming, we shortlisted the key features and essential information to display. Then information grouping was done to organize the content into a structured hierarchy.
Design Decisions
01
Top Navigation Bar
The top menu bar directly tackles the legacy system’s steep learning curve, buried workflows, and inefficient navigation by giving CSRs a frictionless path to their most critical tasks.
02
Recent Check-ins Summary
This provides the overview of recently checked-in members along with necessary details.
03
Quick Access - Enrollment
This provides the quick access to the high frequency tasks with minimizing the errors.
04
Member Identification
This visual distinction, utilizing various photo frames, will assist users in identifying the membership type and customizing the services accordingly.
05
Member Specific Services
Certain services are exclusively available to privileged Black Card members. The display of services and their availability is contingent upon the type of membership held by the user.