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Helen.
Mindbody
August - December 2020
Self-initiated
Overview
Mindbody is a lifestyle brand with the purpose of empowering health and well-being. As the health and wellness industry continue to expand, we have seen a shift in such ways where they seek to inspire, guide, and motivate their customers through unique brand experience in services.
As an avid enthusiast of health and wellness who frequently uses Mindbody, I observed certain navigational inconsistencies and identified potential enhancements for the application. Motivated by my passion for this field, I took the initiative to pursue this project independently!
Role
UI/UX Design
Product Design
UX Research
Team
Myself
Tools
Figma
Miro
Adobe Cloud
The problem
Mindbody offers a platform for users to conveniently search and access various local services. However, the present structure of the navigation and user flow of the booking and searching process poses a challenge on users - this discrepancy between user search intent and the current results warrants further attention and improvements.
Final design
Explore & Filters
The explore page shows special offers and popular classes nearby, and users can filter their searches to find exactly what they need
Services & Calendar
Descriptive tags quickly explain each service, including virtual sessions and calendar view for advanced booking
Instant Booking
Service schedule information and booking process condensed into one screen for quicker booking process
Schedules Tab
Prioritize upcoming sessions for easy access by using as default landing screen upon login at the center of the navigation
My design process
My design process includes identifying, understanding, and solving problems through a series of steps while improving the solution by using feedback from user testing until the best final outcome is achieved.
DISCOVERY
Research
User Interviews
5 users | 18 - 35 age | Based in the U.S.
Experience Survey
32 participants | 18 - 35 age | Based in the U.S.
DISCOVERY
Key Insights
Collected both quantitative (experience survey) and qualitative research to understand user pain points.
86%
of users found the booking process to be too lengthy
62%
of users were mostly unsatisfied with the search process
76%
of users were less than satisfied with the overall experience
24 Age | Based in Los Angeles, CA
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I gave this app a few tries but I just don't think the design is there yet - I notice so many glitches and sometimes my appointments don't get booked through the system. The booking process is so long, all for nothing when I'm not sure if my appointment even gets booked.
At first, I thought this app was pretty cool, I was excited to book yoga classes near me and compare prices fast but I wish the search had more filters to search but budget range or show me certain special offers or deals because I really don't feel incentivized to book through this app.
21 Age | Based in San Francisco CA
32 Age | Based in New York, CA
I did not enjoy using the app and felt like it wasn't catered toward returning members but more for a space to advertise companies. I wish this app focused a little on motivating the user to come back to utilize the services, I read many app store reviews who had many issues.
STRATEGY
User Personas
As observed during user research, I developed two personas that humanize similar traits & characteristics of the target audience of Mindbody.
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STRATEGY
Design Analysis
Visualizing and understanding the current issues based on research and ux design laws.
STRATEGY
Task Flow Analysis
Documenting each step it takes to reach the final desired task for the user while also analyzing the time frame.
Users need to jump through many screens (green tiles) in order to book one single session.
Users may feel overwhelmed by a lengthy booking process that requires frequent back-and-forth clicking.
Such a lengthy booking processes can discourage users, leading them to seek simpler alternatives.
STRATEGY
How might we?
After figuring out user frustrations and analyzing the current design - pinpointed two HMW to generate solutions.
How might we craft an easier and quicker booking experience for users?
How might we make sure users can find exactly what kind of sessions they are looking for?
EXECUTION
Mind Mapping
Visualizing and organizing my thought process and ideas through mind mapping.
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EXECUTION
New User Flow
A new proposed user flow that curates to what users truly want and need.
Current User Flow
The home screen and explore screen is the same screen but listed separately in the navigation - having two titles with the same functionality makes it confusing for users to utilize which entry point.
Once a session is booked - users can only find it in a hidden section after clicking profile which is not an intuitive location.
New Proposed User Flow
A revised home screen with the navigation icon centered reminds user's scheduled session for quicker and easier access. By owning one explore in the user flow on the navigation makes it easy for users to search for classes. Each navigation screen is dedicated to a specific function corresponding to its title. The booking process shortened by reducing 3 unnecessary screens.
EXECUTION
Sketching
To brainstorm and test the initial design, I sketched a few concepts on paper before diving into wireframing.
EXECUTION
Low-fi Mockups
EXECUTION
Mid-fi wireframes
TESTING
A/B User Testing
My goal is to ensure that my design solutions effectively address the pain points and needs of users.
A/B testing can be used to compare the effectiveness of the proposed design against the current Mindbody design, providing insights into which approach yields superior results.
Method
For A/B user testing, I recruited ten participants, comprising five who were familiar with Mindbody and five who were unfamiliar. Participants were randomly presented with the two designs and asked to find a yoga class and book a session, followed by providing feedback on their experience. The results of the study are outlined below:
100%
90%
100%
Agreed that the new design solution was overall an easier experience compared to Mindbody's current design
Found the new booking experience to be faster and more intuitive
Discovered that the new navigation is more practical and straightforward
Additional Feedback
Users had additional feedback to enhance the booking and search experience. Users wanted an even more specific filtered search. Users also wanted featured deals and promotions listed in the home screen.
Final Design
Incorporated user testing feedback into my final designs by enhancing search filters and adding special offers in the home screen.
Explore & Filters
The explore page shows special offers and popular classes nearby, and users can filter their searches to find exactly what they need
Services & Calendar
Descriptive tags quickly explain each service, including virtual sessions and calendar view for advanced booking
Instant Booking
Service schedule information and booking process condensed into one screen for quicker booking process
Schedules Tab
Prioritize upcoming sessions for easy access by using as default landing screen upon login at the center of the navigation
Performance
In 2020, I undertook a redesign of this app; since then, now in 2023 Mindbody has implemented several enhancements to their app that bear a striking resemblance to the design solutions I proposed, which serves as a testament to the effectiveness of my design approach in identifying and addressing the issues within the existing system, and highlights the importance of constantly seeking out innovative ways to improve existing systems and processes to stay ahead of the curve and provide the best possible user experience.
Reflection
While Mindbody's user interface was visually appealing, I found the functionality to be less than optimal. To overcome them, I conducted thorough research and interacted with users to gain valuable insights into the design space. This approach proved invaluable in identifying the most suitable design solutions. I believe that achieving a balance between aesthetic appeal and functional efficiency is crucial for delivering an exceptional user experience that evokes positive emotions and drives customer retention.
💪🏻🤸🧗
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