Redefining Sports in Singapore

Case study of ActiveSG

How did it start?

Recent reports have emerged that badminton players are having a difficult time reserving public sports facilities, with some even resorting to buying slots from resellers on platforms such as Carousell and Facebook. This has prompted us to relook the UX and UI of the ActiveSG app.

Possibilities

ActiveSG has ability to -

Influence people's lifestyles
Enhancing physical, mental and social well-being

Overview

ActiveSG is an all-encompassing and inclusive national movement for sport. The app serves to encourage healthy living through campaigns and facilitates the booking of programmes and facilities offered by Sports SG.

Research Process

Contextual Inquiry

At the discovery phase of the project, we conducted informal interviews in order to get a better understanding of the problem.

Findings from 4 users

Only booking function is utilised
Exit app after three unsuccessful attempts
Some users ‘camp’ early in the morning to book for courts

Surveys

After we had a better idea of the common pain points, we wanted to gather more in-depth information. We set up an online survey and got 77 respondents to fill them up.

Findings

Lack of available slots
Too much information on app
No shortcut for users
Hard to remember bookings

Problem Statement

Users need a simplified booking process and more incentive to lead a healthy lifestyle because the overwhelming details on app and difficulties to search and book for suitable activities makes their experience frustrating and discourages them from booking.

Hypothesis

We believe that by simplifying the booking process using shortcuts and incentivizing users to book less popular programmes then they will be more likely to find alternatives to their desired programme and increase time spent on app.

Personas & Customer Journey Map

Based on the interviews we set up two personas. We referred to them throughout the entire product development process.

We chose our user personas based on our affinity diagram, where we tried to map out the most common pain point and who they are faced by. Our two final personas were Aaron and Farisah.

To understand how customers find and interact with the service we created a Customer Journey Map for both Aaron and Farisah. While both users were somewhat able to reach their desired goal at the end, they faced frustrations in their process of so doing. Their pain points and initial suggestions to the pain points are as highlighted below.

User Flows

Select user persona for their respective user flows

Wireframes

At the beginning of my design process I created wireframes for testing purposes using Figma.

In this iteration of wireframe, these improvements have been made:

Addition of search bar on homepage
Sleeker, cleaner card titles on homepage
New set of global navigation
Suggestion of other available courts and programmes based on users' activity history
Incentivise booking of less popular programmes and activities through introduction of Active Points
Simplified filter process using interactive elements
Parents are able to book on behalf on child
using their own accounts
Users are able to add booking to calendar and share bookings with friends