This project was a pro bono engagement for OMNI’s OClass class management app. OMNI approached us to identify hidden blockers that users were encountering with their current app. While the app was generally well-received, there were some unseen issues affecting user experience. Our mission was to uncover these unspoken problems and streamline the app for optimal usability and efficiency.
Duration: 3 Weeks
Responsibilities: User Research, UI Design, Prototyping, User Testing,Content Audit
What were unseen blockers are being faced by the users of OClass?
Our first step was to understand the app's purpose and target audience. OMNI operates as a B2B2C business, with the end users being the primary app users. These users rely on the app to book various classes, such as gym sessions, tuition, and dance lessons. Additionally, they use it to purchase packages, make payments, and manage their schedules and wait lists. As a team, our goal was to become intimately familiar with the app to identify and address potential problems effectively.
At the outset of the project, the client emphasised the importance of focusing on user-centric issues—real problems faced by actual users of their app. We wholeheartedly agreed. To ensure our insights were directly relevant, we needed to understand the users and their current pain points closely.
To achieve this, we visited vendors' gyms and studios to conduct user interviews, coordinated with the client and with the consent of the studios and participants.
After visiting four different studios and speaking with nearly 20 users, we discovered that each studio's users had unique needs and preferences. There was no one-size-fits-all solution, so our team had to address the common blockers while identifying issues beyond our project's scope. Here are the key findings:
We recognised that addressing the payment issues would be challenging, as it involves factors beyond our control, such as processing payments through external banking apps like Paylah! Users reported problems with their devices reading QR codes, highlighting a potential area for improvement. This prompted us to think creatively about alternative payment methods that studios already use but are not yet integrated into the app. More details on this solution are provided below.
I was tasked to conduct a content audit of the app itself.
Through our content inventory and audit, we provided OClass with a valuable tracking system for the app. This included identifying minor spelling errors and misleading copy that their internal team could address. The primary goal of the content audit was to deliver meaningful data for the app's screens, enabling the team to eliminate unnecessary elements and streamline the app's overall design.
Our proposed solution for the issues mentioned above involved revamping the waitlist system and exploring alternative payment methods. In the new wait list system, users are required to manually accept their new slot within 30 minutes. If they do not respond, the slot is offered to the next person in line. This approach gives users more control over their bookings, allowing them to reject last-minute slots without penalty.
However, we also recognised that some users might prefer automatic acceptance to avoid missing out on available slots. To accommodate this, we introduced an option for users to choose between manual and automatic acceptance when joining the waitlist.
During our visits to the studios, we noticed that some accepted UEN payments. Users mentioned that if they couldn’t make payments through the QR code, they would transfer money via UEN and inform the admin staff individually. This observation led us to consider integrating this process into the app. By providing instructions within the app, users experiencing issues with QR code payments would be aware of this alternative payment method, simplifying the overall payment process.
Our goal was to leverage existing studio practices and enhance user engagement within the app. With our proposed solution, users can conveniently copy the UEN number directly from the app, proceed to make payments using their preferred banking app, and then notify the administrative team through the app for seamless processing.
Additionally, the client offered us the opportunity to redesign their app layout. OMNI App Solutions provides app services to various studios integrated into the OClass system, offering them a choice between two distinct layouts tailored to their specific needs. For instance, a yoga studio might prefer the second layout, which prominently features a shop and packages banner to encourage app users to purchase promotions. Conversely, a company offering tuition services might opt for the first layout, which emphasises invoices, class dates, and pre-set schedules over a booking flow.
This project has been a significant learning experience for me, particularly in conducting on-site interviews, which presented unique challenges and invaluable insights. It underscored the importance of asking the right questions and approaching interviewees effectively, skills that are fundamental in my journey as a UX designer. I am grateful to OMNI for entrusting us with this opportunity and to the trainers and users who collaborated with us throughout the project. Their contributions were pivotal in shaping our understanding and refining our solutions. Moving forward, I will carry these lessons with me, applying them to future projects to create more user-centered and impactful design solutions.
