Client
Hydrow
Tasks
User research
Wireframe
Design
Engineering handoff
People
Involved
1 Product Designer (myself)
1 Product Manager
2 Software Developers
1 Director of Engineering
1 CMO
1 CSO
Duration
2-3 Months
Problem
The former UX seemed very complex and as a business, changes needed to be made. We needed to update the cost of the subscription, the general information, and having the ability to transfer your subscription from one Hydrow machine to another.
Task
• Create a more efficient experience for members to easily get a subscription.
• Create a user flow for when Hydrow detects a member has a subscription on a different machine.
Actions
Collaborated with the product manager to brainstorm and create user flows, wireframes, and
high-fidelity mock-ups of what the subscription UX would look like.
Challenges
• Creating different user flows for creating a subscription and transferring your subscription from
one machine to another.
• Designing with design constraints in mind.
• Making edits during development when testing the ux/ui in the tablet.
Prototype of how a user creates an account, adds their payment information and gets a subscription within minutes!
Prototype of a user who received a validation code accesses their subscription.
Prototype of how a user transfers their Hydrow subscription to another Hydrow machine.
Results
• We used tabs on the screen to distinguish members who don’t have an activation code and members who do.
• Considered creating a similar user journey on the mobile apps (iOS and Android) for members.
• One issue we did notice was members were confused on how to cancel their subscription. Hydrow typically has members call or email member services.
• Canceling a membership on your Hydrow was something we considered creating on the Hydrow but didn’t complete while I was there.
• Looking at the design and overall results,
I would adjust the UI and have members scan a QR code to take them to their app or a web browser and create a subscription from there.
• After testing out the subscription process while sitting on a Hydrow machine, it did seem tedious and challenging to put information in before starting a workout.
• However, with the revamped format of the subscription flow, Hydrow subscriptions increased by a large percentage
• The member service team (customer service for Hydrow) noticed there was less confusion from customers as to how to obtain their subscription from the Hydrow to access all the workouts.