PlayyOn Inc.

Summary
Evaluating and re-imagining the management experience of community sports

My role
CX/UX/UI design & development

Problem Statement

Different user types experience different journeys and enagement with the product, and these differences are not overly well catered for. How might we better cater to these specific user type and deliver experiences inline with their individual needs?

Project Goals


Better onboard new customers


Grow toolsets and integrations


Enhance communications within platform


Focus on mobile

Research Methods


Customer interviews


Market research


Prototype testing


Customer journey


Information architecture

Our research focused primarily on our onboarding process for new customers, both Admins and Players, and the differences involved in their journeys and engagement with the platform. We also explored the competitive environment and other offerings to help layout a raodmap for the product over the coming 12 months.

Main Focus Areas

Onboarding

While currently onboarding the Admin goes through a clunky, non-linear workflow that can be confusing and overwhelming.

Communications

The main purpose of the platform is to provide a way for Organisers to quickly and easily communicate with their members and followers.

Content Architecture

The platform offers a powerful set of tools but customer feedback highlighted the problems we have regarding discoverability and bloated task workflow.

Mobile engagement

After studying the data and engagement of players and supporters, it became very clear a simplified mobile experience was not being well catered for.

Challenges

The largest challenges faced was designing for the competing needs of the different customer types - while maintaining a clear and simple form of communicating and organising an organisation's events and registrations. These challenges made us re-think our approach, creating new but exciting problems to solve.

Key Learnings

Adding features doesn't lead to growth

While it is assumed adding new features would lead to a growth in new customers and enagagment of those existing, we discovered this not necessarily the case. Most customers want simple features that are flexible enough to suit their needs. Setting up registrations and members communications should be clear, simple and effective, while new features such a as a Tournament Builder didn't not meet engagement expectations.

Possible widget-driven future?

While exploring how different organisations engage the product, it was discovered that many only use for platform for a few specific features i.e. setting up registrations within PlayyOn but linking directly to these forms from their own websites and social media pages. This led to the idea that perhaps PlayyOn features could be made embeddable for other platforms?