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Registration Flow - Core Product
Project Type
Regular Update release story epic
Date
Shipped Aug 23
Role
UX Designer/Researcher
Tools
Adobe XD, Miro, UserTesting
During our most recent core product release (Aug 23), our focus as a team was on the registration process for our clients' end users, when approaching program and activity sign up. We had identified a number of problems and opportunity areas within the flow and addressing these issues and ensuring a valuable solution was a fun challenge.
Problem -
From our research we found that the sign up process for end users when they find the programs they want to register for is long, without any indication of progress, and when wanting to sign up multiple participants (i.e. parents signing up multiple children for camp), they have to do the whole process multiple times for each additional child.
Goals/ Objectives -
At the 'programs offered' landing page, reduce friction points and time spent to find the offerings users want.
Once inside the offering the user wants, provide a method to multi-select program instances and 'family members' in the same flow journey.
Provide a methodology for the user to understand where in the journey they are at any given time (progression indicator).
And finally, amalgamate the previous 5-6 steps of adding custom instructions, add-on products, contact details and additional details into a shorter, condensed journey with fewer steps.
Reduce redundancy and make the process less intimidating.
Research/Discovery -
From our research we established the persona of 'Julia Bright' - A 30 year old working mum who believes in maintaining a healthy lifestyle and therefore signs her daughter up for sporting and camp activities regularly. The persona can be seen in the images below.
Results/Impact -
The 3.9 release only went live the week of the 14th of August so there will be an update with further post release impact metrics.
However, during testing with the revised registration flow, our participants were more than twice as fast to complete checkout and indicated a frictionless experience where they felt they had access to all the information they needed on price and availability in real time.
