Services
User Experience
Strategy
User Interface
Visual Identity
Team
Sole designer
Improving ClassPass UX, streamlining individual and multi booking.
Problem
ClassPass experiences high churn, with many users leaving after the free trial due to frustrating issues like slow task completion, buggy search filters, and visual inconsistencies. The lack of personalized homepage content and difficulty inviting friends further detracts from the user experience. Additionally, the absence of social features creates disengagement, preventing users from forming a sense of community, which ultimately leads to lower retention rates.
Solution
Refine the onboarding process for a clear setup, building a data-driven homepage focused on key actions. Optimize search functionality, address visual inconsistencies, and streamline the friend-inviting process. Incorporate social features like an engagement feed and gamification.
Result
The enhanced onboarding and improved search functionality result in faster, smoother interactions. Streamlined booking invites and social features foster community engagement, reducing churn. The ultimate goal is to boost user satisfaction and retention.
Strategy process
Analyzing user pain points, behaviors, technical constraints, and company objectives, I identified key areas for improvement, positioning ClassPass ahead of the market and aligning user needs with business goals.
CONSISTENT UX BEHAVIOR
A DESIGN SYSTEM CREATED TO OPTIMIZE EFFICIENCY AND CONSISTENCY ANF FLEXIBILITY FOR SCALABILITY ACROSS CLASSPASS ECOSYSTEM.
FIRST CHALLENGE PINPOINTED: ONBOARDING LACKING PERSONALIZATION AND EDUCATION
STARTING OFF WITH USER BEHAVIOR AND TASK COMPLETION RESEARCH
A new and personalized onboarding journey
THE ONBOARDING FLOW CAPTURES FITNESS PREFERENCES EARLY. WITH TAILORED RECOMMENDATIONS THAT ALIGN WITH USERS' GOALS. INCREASING THE PERCEIVED VALUE OF THE SERVICE AND MORE LIKELY TO CONVERT TO PAYING CUSTOMERS.
Data driven homepage
With onboarding and past activity data, the app uses user behavior and preferences to highlight relevant classes, guiding attention to key actions.
SECOND CHALLENGE: LACK OF SMART FILTER
New filters like intensity level and activity type enhance user experience, helping users quickly find classes that match their abilities and preferences.
THIRD CHALLENGE: LACK OF CONTENT GROUPING AND IA
REORGANIZED CONTENT INTO LOGICAL GROUPS TO IMPROVE SCANABILITY AND COMPREHENSION.
FOURTH CHALLENGE: RETENTION CHALLENGE
By streamlining the invite process and optimizing the booking flow, users can now quickly and easily invite friends to join their classes with a single click,
ADDITIONAL FEATURE: TRACKING AND INTERACTIVE FEED
Social features like activity tracking, class invites, and a feed. By weaving these social elements into the journey, we create touchpoints that build loyalty and encourage ongoing participation.
Impact of redesign
Optimized key user flows by streamlining booking, enhancing search functionality, and ensuring visual consistency. Social features foster connections, build loyalty, and drive long-term growth. By improving the invitation process and adding engaging elements, users are encouraged to stay beyond the free trial, boosting retention and strengthening the community experience.
next steps
To tackle large data sets on the interactive map, I’d use clustering and custom icons for efficient navigation. Solidifying the design system with reusable components ensures consistency, while refining the information architecture prioritizes content for easier user access.