Les Mills Releases app - Overhauling the download experience
Role
Platforms
Deliverables
Contributions
Prototyping
Interaction Design
UI Design
Project Overview
The Les Mills Releases app is app that's targeted to fitness instructors learning a new Les Mills workout release. The download experience of the Les Mills Releases Apps is poor. This project aims to rethink the downloading experience, so we see a reduction in support tickets related to downloads. We used the 6-week Shape up process to create the solution. Sadly due to covid, this project had to be put on hold.
The opportunity
Problem
We have constantly been hearing from users having trouble with their Downloads. The key issues we heard are:
- Downloads were suddenly removed (without doing any CR)
- Download stalling at a percentage and then suddenly disappearing.
- On content refresh, if a Release has an update and the user has the same release downloaded, it needs to delete the download to get the latest Release changes.
High-level wireframe provided.
The Product owner provided a high-level wireframe as part of the shaping process. This is to help visualise the user experience and to make sure we'll all aligned.
Constraints
The program page button does not relate to the asset that’s been downloaded. This means that we cannot change the UX of this page as is considered out of scope.
Project timeline
Analysing the current download experience
I created a screen flow detailing all the screens and interactions with the current download experience.
Key insights from UX audit
- There is a lack of error state with the download experience. If a download is stalled or left hanging, the download disappears.
- The user cannot access the individual asset that's downloading.
- The app does not provide any detail on the amount of assets that have been successfully downloaded.
- The app does not provide detail on what assets are being downloaded.
- The app does not provide allow users to restart a download if it has failed.
Competitor Analysis
I decided to look at competitors that allow users to download at a per asset level and their experience.
Journey map and UX flows.
We went through multiple versions of the UX flow based on the provided user testing data. We settled on a user flow that contains both unhappy and happy flows. This is to make sure we have covered all use cases from different angles.
Wireframe
A quick wireframe was created for this new experience.
Download failed
User testing
Because this app is aimed at fitness instructors for learning Les Mills content, the Product owner led our efforts to test our instructors at Les Mills to get some insight into the designed experience. Sadly I didn't have much experience in working with instructors at this time.
Results
- They liked the idea as this allows them to see which specific asset has failed to download but still play the other content within the release.
- They like the idea of seeing the assets downloaded at a per asset level and the status of that download.
- Improvements suggested was keeping the Download tab. Originally the intention was to remove the "Download" tab from the app. However, we later found from user feedback that they didn't like scrolling through the "Programs" tab. This required us to change the requirements and the wireframe.
Final design
Impact
Challenges
One of the challenges we faced during this project was the requirements. We initially figured that there was no need for a "Download" tab as we assumed most users would scroll through the "Program" tab. However, users provided a negative feedback on removing the "Download" tab based on the user test. To accommodate this new challenge meant we had to change requirements.
Another challenge was the lack of budget and time for UX Interviews and a larger scale qualitative user testing. The way we addressed this was to use in-person user testing with our Les Mills instructors instead. This ensures we empathise with our users and ensure that our solution provides value.