Optimising the Contact Page for User Communication
Optimising the Contact Page for User Communication
Optimising the Contact Page for User Communication
Support Feature
Prototype
Support Feature
Prototype
Duration
2 months
2 months
2 months
Tools
Figma, FigJam, Notion, Lyssna, Pencil + Paper
Figma, FigJam, Notion, Lyssna, Pencil + Paper
Figma, FigJam, Notion, Lyssna, Pencil + Paper
My Role
User Researcher, UX & UI Designer
User Researcher, UX & UI Designer
User Researcher, UX & UI Designer
2.5 mins to skim
2.5 mins to skim
5.5 mins to read
5.5 mins to read
The Problem
The Problem
The Problem
Users struggle to share feedback easily on the Snap Fitness website and often feel unsure whether their input is acknowledged or valued. This disconnect can make them feel like just another transaction rather than a supported part of the experience.
Users struggle to share feedback easily on the Snap Fitness website and often feel unsure whether their input is acknowledged or valued. This disconnect can make them feel like just another transaction rather than a supported part of the experience.
Users struggle to share feedback easily on the Snap Fitness website and often feel unsure whether their input is acknowledged or valued. This disconnect can make them feel like just another transaction rather than a supported part of the experience.
Who is Snap Fitness and what is their Value Proposition?
Who is Snap Fitness and what is their Value Proposition?
Who is Snap Fitness and what is their Value Proposition?
Snap Fitness is an Australian 24/7 Gym Franchise that has many locations all across the country, mainly in Sydney and Brisbane. Their mission is to "Make fitness a part of daily life for all ages and abilities". Their value proposition is having a fully stocked and functional gym open 24/7 with multiple locations.
Snap Fitness is an Australian 24/7 Gym Franchise that has many locations all across the country, mainly in Sydney and Brisbane. Their mission is to "Make fitness a part of daily life for all ages and abilities". Their value proposition is having a fully stocked and functional gym open 24/7 with multiple locations.
Snap Fitness is an Australian 24/7 Gym Franchise that has many locations all across the country, mainly in Sydney and Brisbane. Their mission is to "Make fitness a part of daily life for all ages and abilities". Their value proposition is having a fully stocked and functional gym open 24/7 with multiple locations.
Why would this help users?
Why would this help users?
Why would this help users?
Providing users with a feedback form will provide valuable insights into the common issues that users encounter with Snap Fitness. Feedback can be categorised by issue and location allowing us to pinpoint where the areas for improvement are. Having an area for providing feedback shows that we care about the users emotions and thoughts, establishing more trust and a better relationship with users.
Providing users with a feedback form will provide valuable insights into the common issues that users encounter with Snap Fitness. Feedback can be categorised by issue and location allowing us to pinpoint where the areas for improvement are. Having an area for providing feedback shows that we care about the users emotions and thoughts, establishing more trust and a better relationship with users.
Providing users with a feedback form will provide valuable insights into the common issues that users encounter with Snap Fitness. Feedback can be categorised by issue and location allowing us to pinpoint where the areas for improvement are. Having an area for providing feedback shows that we care about the users emotions and thoughts, establishing more trust and a better relationship with users.
Goals
Goals
Goals
Create a clear and accessible way for users to share feedback directly within the platform.
Create a clear and accessible way for users to share feedback directly within the platform.
Create a clear and accessible way for users to share feedback directly within the platform.
Provide confirmation or visibility that user feedback has been received and is valued.
Provide confirmation or visibility that user feedback has been received and is valued.
Provide confirmation or visibility that user feedback has been received and is valued.
Build a more supportive experience that helps users feel heard, connected, and cared for.
Build a more supportive experience that helps users feel heard, connected, and cared for.
Build a more supportive experience that helps users feel heard, connected, and cared for.
A Look at the Solution
A Look at the Solution
A Look at the Solution
The prototype is a redesign of the current contact page, featuring a built-in feedback form and a structured layout. The new design brings all key information together in a centralised and easy to navigate layout, creating a more user-friendly and accessible experience that gives users a clear way to share feedback while helping them feel heard, supported, and valued.
Take a look at the prototype showcasing the process of submitting feedback!
The prototype is a redesign of the current contact page, featuring a built-in feedback form and a structured layout. The new design brings all key information together in a centralised and easy to navigate layout, creating a more user-friendly and accessible experience that gives users a clear way to share feedback while helping them feel heard, supported, and valued.
Take a look at the prototype showcasing the process of submitting feedback!
The prototype is a redesign of the current contact page, featuring a built-in feedback form and a structured layout. The new design brings all key information together in a centralised and easy to navigate layout, creating a more user-friendly and accessible experience that gives users a clear way to share feedback while helping them feel heard, supported, and valued.
Take a look at the prototype showcasing the process of submitting feedback!
User Research
User Research
User Research
Who are the target users?
Who are the target users?
Who are the target users?
The target users are Australians between the ages of 18-34 years old that are living in cities such as Brisbane, Melbourne and Sydney. We can tell this based on the key quantitative insights below.
32% of Australia have gym memberships. (6.2 million adults)
37.8% of those users are female where men are at 33%
18-34 year olds show the highest participation rates
21% of users participate in the gym at least three times a week
Participation is higher in cities than remote areas
The target users are Australians between the ages of 18-34 years old that are living in cities such as Brisbane, Melbourne and Sydney. We can tell this based on the key quantitative insights below.
32% of Australia have gym memberships. (6.2 million adults)
37.8% of those users are female where men are at 33%
18-34 year olds show the highest participation rates
21% of users participate in the gym at least three times a week
Participation is higher in cities than remote areas
The target users are Australians between the ages of 18-34 years old that are living in cities such as Brisbane, Melbourne and Sydney. We can tell this based on the key quantitative insights below.
32% of Australia have gym memberships. (6.2 million adults)
37.8% of those users are female where men are at 33%
18-34 year olds show the highest participation rates
21% of users participate in the gym at least three times a week
Participation is higher in cities than remote areas
Why doesn’t the current page meet user needs?
Why doesn’t the current page meet user needs?
Why doesn’t the current page meet user needs?
Users feel like a transaction and that their feelings and opinions are not heard.
Users feel like a transaction and that their feelings and opinions are not heard.
Users feel like a transaction and that their feelings and opinions are not heard.
Several reviews mention a lack of response from management and a feeling of being ignored and disregarded.
Several reviews mention a lack of response from management and a feeling of being ignored and disregarded.
Several reviews mention a lack of response from management and a feeling of being ignored and disregarded.
The only way to contact Snap Fitness is to email them.
The only way to contact Snap Fitness is to email them.
The only way to contact Snap Fitness is to email them.
Copying and pasting the contact email address creates an unnecessary extra step for already frustrated users. It also leads to the support team being overwhelmed with unorganised emails. The new form helps solve this by allowing messages to be sorted by location and issue, making it easier for the team to manage and respond efficiently.
Copying and pasting the contact email address creates an unnecessary extra step for already frustrated users. It also leads to the support team being overwhelmed with unorganised emails. The new form helps solve this by allowing messages to be sorted by location and issue, making it easier for the team to manage and respond efficiently.
Copying and pasting the contact email address creates an unnecessary extra step for already frustrated users. It also leads to the support team being overwhelmed with unorganised emails. The new form helps solve this by allowing messages to be sorted by location and issue, making it easier for the team to manage and respond efficiently.
Information is spread out among the page.
Information is spread out among the page.
Information is spread out among the page.
This causes users to need to scroll through and read extra blocks of text to find if it answers their question.
This causes users to need to scroll through and read extra blocks of text to find if it answers their question.
This causes users to need to scroll through and read extra blocks of text to find if it answers their question.
What are the main issues users encounter with Snap Fitness?
What are the main issues users encounter with Snap Fitness?
What are the main issues users encounter with Snap Fitness?
Based on user reviews, the most common issues reported include poorly maintained equipment that often breaks down, receiving excessive marketing emails after entering their email to request pricing information, and a lack of response from management.
Based on user reviews, the most common issues reported include poorly maintained equipment that often breaks down, receiving excessive marketing emails after entering their email to request pricing information, and a lack of response from management.
Based on user reviews, the most common issues reported include poorly maintained equipment that often breaks down, receiving excessive marketing emails after entering their email to request pricing information, and a lack of response from management.
Personas
Personas
Personas
After conducting research about users and Snap Fitness, I developed two personas that matched the identity of our target users.
After conducting research about users and Snap Fitness, I developed two personas that matched the identity of our target users.
After conducting research about users and Snap Fitness, I developed two personas that matched the identity of our target users.
User Flow Diagram and User Journey Map
User Flow Diagram and User Journey Map
User Flow Diagram and User Journey Map
Using the persona of Fiona, I created a user journey map and flow diagram to understand the complete journey, identify key touchpoints and information, and uncover any potential biases or assumptions.
Using the persona of Fiona, I created a user journey map and flow diagram to understand the complete journey, identify key touchpoints and information, and uncover any potential biases or assumptions.
Using the persona of Fiona, I created a user journey map and flow diagram to understand the complete journey, identify key touchpoints and information, and uncover any potential biases or assumptions.
Ideation
Ideation
Ideation
Focusing on the user need "I need to report issues so they can be addressed and my gym experience can improve." I did some brainstorming using the SCAMPER method and Crazy 8's.
Focusing on the user need "I need to report issues so they can be addressed and my gym experience can improve." I did some brainstorming using the SCAMPER method and Crazy 8's.
Focusing on the user need "I need to report issues so they can be addressed and my gym experience can improve." I did some brainstorming using the SCAMPER method and Crazy 8's.
I adopted a mobile first design to support the urgent, immediate nature of issue reporting, which is a key mobile use case.
I adopted a mobile first design to support the urgent, immediate nature of issue reporting, which is a key mobile use case.
I adopted a mobile first design to support the urgent, immediate nature of issue reporting, which is a key mobile use case.
Lo-Fi Prototype and Brand Identity
Lo-Fi Prototype and Brand Identity
Lo-Fi Prototype and Brand Identity
I examined the page and identified what needed to be removed and moved. With this I created the lo-fi prototype of this page. I made sure to maintain the brand's identity by building a design system. I gathered the style information from the website and then ensured to match that in the new design.
I examined the page and identified what needed to be removed and moved. With this I created the lo-fi prototype of this page. I made sure to maintain the brand's identity by building a design system. I gathered the style information from the website and then ensured to match that in the new design.
I examined the page and identified what needed to be removed and moved. With this I created the lo-fi prototype of this page. I made sure to maintain the brand's identity by building a design system. I gathered the style information from the website and then ensured to match that in the new design.
Hi-Fi Prototypes - V1
Hi-Fi Prototypes - V1
Hi-Fi Prototypes - V1
Starting with mobile, I developed the complete set of high-fidelity prototypes, covering the default, filled, invalid, and successful states for mobile and desktop.
Starting with mobile, I developed the complete set of high-fidelity prototypes, covering the default, filled, invalid, and successful states for mobile and desktop.
Starting with mobile, I developed the complete set of high-fidelity prototypes, covering the default, filled, invalid, and successful states for mobile and desktop.
Usability Testing
Usability Testing
Usability Testing
I conducted an unmoderated remote usability test of the mobile Figma prototype using Lyssna. The task was for participants to fill out a feedback form. The screener required testers to be Australian, regular gym-goers, and between the ages of 18 and 34.
I conducted an unmoderated remote usability test of the mobile Figma prototype using Lyssna. The task was for participants to fill out a feedback form. The screener required testers to be Australian, regular gym-goers, and between the ages of 18 and 34.
I conducted an unmoderated remote usability test of the mobile Figma prototype using Lyssna. The task was for participants to fill out a feedback form. The screener required testers to be Australian, regular gym-goers, and between the ages of 18 and 34.
The task was to fill in the feedback form, and follow up questions about their experience were asked after.
The task was to fill in the feedback form, and follow up questions about their experience were asked after.
The task was to fill in the feedback form, and follow up questions about their experience were asked after.
Heatmap Analysis:
Heatmap Analysis:
Incompletion
Incompletion
The user's attempt to continue typing broke the intended task flow, resulting in the prototype freezing.
The user's attempt to continue typing broke the intended task flow, resulting in the prototype freezing.
The user's attempt to continue typing broke the intended task flow, resulting in the prototype freezing.
Misclicks
Misclicks
Five unnecessary clicks as users attempted to scroll to the membership number field instead of using the tick icon.
Five unnecessary clicks as users attempted to scroll to the membership number field instead of using the tick icon.
Five unnecessary clicks as users attempted to scroll to the membership number field instead of using the tick icon.
Dropdown Error
Dropdown Error
Users reselected the dropdown arrow instead of choosing "Facilities & Equipment," which suggests uncertainty.
Users reselected the dropdown arrow instead of choosing "Facilities & Equipment," which suggests uncertainty.
Users reselected the dropdown arrow instead of choosing "Facilities & Equipment," which suggests uncertainty.
Iteration based on Usability Testing
Iteration based on Usability Testing
Iteration based on Usability Testing
Clarity issue on location selection area
Clarity issue on location selection area
Clarity issue on location selection area
Improved clarity in the location selection area by bolding the selected location and adding a grey checkmark with a downward arrow to indicate the selection is complete, helping users understand they can move on to the next step.
Improved clarity in the location selection area by bolding the selected location and adding a grey checkmark with a downward arrow to indicate the selection is complete, helping users understand they can move on to the next step.
Improved clarity in the location selection area by bolding the selected location and adding a grey checkmark with a downward arrow to indicate the selection is complete, helping users understand they can move on to the next step.
Solving the misclicks on the about section
Solving the misclicks on the about section
Solving the misclicks on the about section
Switching the "About" section from a dropdown to radio buttons eliminates an extra interaction step. This choice reassures users that they are progressing and not repeating the previous dropdown selection process.
Switching the "About" section from a dropdown to radio buttons eliminates an extra interaction step. This choice reassures users that they are progressing and not repeating the previous dropdown selection process.
Switching the "About" section from a dropdown to radio buttons eliminates an extra interaction step. This choice reassures users that they are progressing and not repeating the previous dropdown selection process.
Personalised confirmation message
Personalised confirmation message
Personalised confirmation message
Updated the confirmation message to a shorter, more personal response that reassures users their feedback matters, changing from a vague “we might get back to you” to a clear “we will get back to you.”
Updated the confirmation message to a shorter, more personal response that reassures users their feedback matters, changing from a vague “we might get back to you” to a clear “we will get back to you.”
Updated the confirmation message to a shorter, more personal response that reassures users their feedback matters, changing from a vague “we might get back to you” to a clear “we will get back to you.”
Validation Testing
Validation Testing
Validation Testing
I conducted a second round of usability testing with the same participants to validate the refined designs. Focusing on key user needs and the main goal "I need to report issues so they can be addressed and my gym experience can improve."
I conducted a second round of usability testing with the same participants to validate the refined designs. Focusing on key user needs and the main goal "I need to report issues so they can be addressed and my gym experience can improve."
I conducted a second round of usability testing with the same participants to validate the refined designs. Focusing on key user needs and the main goal "I need to report issues so they can be addressed and my gym experience can improve."
Iteration based on Validation Testing
Iteration based on Validation Testing
Iteration based on Validation Testing
Editing the 'About' Section
Editing the 'About' Section
Editing the 'About' Section
Users found the ‘About’ section easier to read and preferred it over the previous dropdown menu. However, the only issue that they noticed was that the radio buttons were too small and unclear. I increased the size of the buttons and added a bolder stroke.
Users found the ‘About’ section easier to read and preferred it over the previous dropdown menu. However, the only issue that they noticed was that the radio buttons were too small and unclear. I increased the size of the buttons and added a bolder stroke.
Users found the ‘About’ section easier to read and preferred it over the previous dropdown menu. However, the only issue that they noticed was that the radio buttons were too small and unclear. I increased the size of the buttons and added a bolder stroke.
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Final Thoughts and Prototype
Final Thoughts and Prototype
Final Thoughts and Prototype
The contact page redesign was successful and felt like a realistic UX/UI project. I ensured brand consistency by applying the existing design system. Using Lyssna for unmoderated usability testing provided valuable insight into misclicks and user journeys. I am happy with the outcome, as the user research was critical in helping me set aside my assumptions and focus solely on genuine user needs.
The contact page redesign was successful and felt like a realistic UX/UI project. I ensured brand consistency by applying the existing design system. Using Lyssna for unmoderated usability testing provided valuable insight into misclicks and user journeys. I am happy with the outcome, as the user research was critical in helping me set aside my assumptions and focus solely on genuine user needs.
The contact page redesign was successful and felt like a realistic UX/UI project. I ensured brand consistency by applying the existing design system. Using Lyssna for unmoderated usability testing provided valuable insight into misclicks and user journeys. I am happy with the outcome, as the user research was critical in helping me set aside my assumptions and focus solely on genuine user needs.
A look at the outcome!
A look at the outcome!
A look at the outcome!
To the right, you will find a Before and After comparison, and the final prototype is shown in action below.
To the right, you will find a Before and After comparison, and the final prototype is shown in action below.
To the right, you will find a Before and After comparison, and the final prototype is shown in action below.
Before
Before
Before
After
After
After
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