UX Case Study - Sport courts

Problem Statment

There are over 230 municipal sports fields in Kharkiv. Yong people usually spend a lot of their free time on sports grounds, as it's municipal space it's hard to predict when the field is free. This state is the reason to create the municipal system for checking and booking fields.

Team games are very popular, modern people gets together to play soccer, basketball, tennis, etc. Searching suitable fields is a complicated task and takes a lot of time. The main problems are searching fields, lack of information about free spots, fields conditions, game calcellation due to lack of players.

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Process and steps

This study was focusing on Research and discovering the problems and possible solutions. It took 3 months to conducted all activities and got result. My study follow design thinking methodology, here I will stop on the most interesting stages and describe my insights and directions.

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Market Research

Firstly I discovered the market players. After searching I figured out several competitors. And divided them in Direct and Indirect competitors. Compared from functionality side and checked analytics from service WebSimilar.

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User Interview

There were two types of user research in-person interviews and online questionnaires. 
The main focus of questionnaires was on end-users. As a tool I used google forms. Questionnaires included open/close questions, dichotomous and questions that based on level of measurement. The questionnaires focused on target auditory. For getting results for quality research were conducted interviews with sports admin in sport centers.

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Personas

Of course after user research I noticed lots of pain points:

Admin users

  • High level of workload fields during hot hours;
  • Difficult to deal with workload, record the booking, and accept payment and verify all arriving players, change the booking, many calls to admins for clarifying about free fields;
  • System requires a lot of information when users try to book field;
  • Some problems during prepayments and payments;
  • People do not like when they come to pay for the field, but it's already booked for this time


End users - Players

  • Hard to find suitable fields with good price, time slot, that would work for everyone;
  • Suitable time (For everyone is convenient to play at evening, after work)
  • Fields fusty and out of date
  • Fields rent price
  • Fields already booked
  • If the fields are unfamiliar - need to go check it
  • Fields and ground are busy at a best time

Personas help to narrow all users and define the main scenarios for using the product, and possible cases of interactions.  Based on the user research I separated 2 types of personas

  • Passive player
  • Active player
  • Admin
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Journey Mapping

Based on personas we can define customer journey and figure out how to improve the process on using the product. So firstly, let’s discover the current user flow and create the list of opportunities for new flow with improvements. 

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Prioritization

After journey map, I got the list of areas of improvements and ideas, but it still should be prioritized, for this I used Value Map and all features were divided into 3 groups:

  • Jobs - features without which product can't exist. 
  • Pains - features that can improve interaction with a product.
  • Gains - features that increase the user engagement.
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Navigation and Work Flow

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Usability Testing

Before usability testing we need to state the hypothesis we want to validate. After reviewing the list of features I selected the main of them. But it’s not enough for usability testing. We need to create test tasks for testing. The tasks are specific for each types of users.

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So the result of the usability test below, as you see most of participants complited tests. 

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Thank you

Thanks for reading, if you have any feedback or questions, drop a comment or write me to nadiia.shymchenko@gmail.com or Twitter

I hope you enjoy the study as well!

nadiia.shymchenko@gmail.com