CourtReserve’s Enterprise SaaS platform offer sports clubs a comprehensive set of tools for managing and automating their business needs. It’s extensive and customizable allowing clubs big and small to scale as their needs expand. This versatility however can introduce new issues and challenges that need to be addressed.
Within our Enterprise software, admins are able to manage and resolve unpaid fees for club members. They can easily review outstanding fees down to individual line items, making necessary adjustments if needed, and proceed with processing payments as per member requests. However, a scenario that frequently frustrates admins is when a member wants to make a fee payment while also purchasing an item from the club store. Currently, this has to be done separately, two different transactions, in two different places.
Streamlined the user experience by integrating POS system seamlessly through a modal allowing users to add desired items to the payment window.
Provided the user with the freedom of choice to gradually reveal information and functionality as needed, reducing cognitive overload and keeping the interface focused.
Added functionality and direction on the main modal screen to extend their interaction and discover more value within the product feature.
Reduce the volume of help tickets related to payment window actions and tasks by improving usability and streamlining workflows.
Drive adoption of the POS add-on among clubs subscribed to our service.
Enhance user trust and loyalty by addressing pain points and optimizing the payment experience for club admins.
Typical to how our 'Quick Pick' sprint projects go, the leadership team wanted to update this feature ASAP, requiring me to think critically on how best to do so.
Given that this payment process was in place I had to be mindful of the existing functionality while seeking opportunities where appropriate.
Drawing from the insights shared on our user idea board allowed me to build testable ideas that we could get in front of them.
Considering the conditions and resources available to me on this project, it made the most sense to take a Lean approach. My goal was to conduct rapid experimentation with our admin users through prototyping and usability sessions to validate assumptions and make adjustments as necessary.
Based on the limited research available, I worked off of our user stories to form some initial assumptions and ideas that we could test in a first round of usability studies with our admin users.
I sat down with 4 admins across multiple organizations who use the member payment window quite often. The goal was to capture their initial feedback and thoughts based on the initial assumptions and ideas presented regarding adding additional fees and point of sale items.
I conducted follow-up usability studies with 4 new admins for a 2nd round of usability studies with focus shifted to the interaction and understanding of adding items to the main fees table given the added functionality of POS. This was a crucial step in refining the user experience and ensuring that the incorporation of Point of Sale (POS) functionality seamlessly integrated with the existing system. A third round of testing was conducted to validate the effectiveness of all changes implemented and to capture any additional user feedback prior to implementation.
Implementing POS within the payment window streamlined workflows by eliminating duplicated processes and minimizing error thus increasing productivity and efficiency.
With options to customize and tailor payment processes according to specific needs, admins have greater flexibility and control over managing member fees.
Implementing progressive disclosure in the payment experience for admins reduces cognitive overload by presenting information gradually, allowing users to focus more effectively on the task at hand.
Integrating Point of Sale functionality successfully converted clubs and organizations that had previously hesitated to adopt the premium feature, resulting in a positive return on investment for the business.
A reduction in help tickets related to payment processing issues resulted in cost savings from decreased support overhead and improved operational efficiency.
Adopting a Lean approach to the project lifecycle validated the significance of making informed decisions through user input, streamlining the design cycle efficiently, especially when facing time and resource constraints.
The emphasis placed on validation not only guided me in understanding what solutions work best but also provided a clear direction for refining designs based on real user interactions and feedback. This iterative process ensures that the final product is not only user-centered but also optimized to meet user needs efficiently.
