Booking Process Benchmarking
Enrolmy is software for managing, booking and paying for kid’s activities. There are two distinct user groups that the software services.
- Kids activity providers, who use it to manage the activities they run for children
- Parents, who book into these activities.
As the UX/UI designer, my aim was to learn as much about these groups as possible and how they used the software.
Enrolmy had been using Inspectlet for quite some time to study parent activity and had learnt a lot from the observations. They knew how parents that visited the site behaved but were somewhat in the dark as to the thinking or motivations behind their actions. One of the tasks I’d been given was to improve the booking form design. I proposed that before changing anything, we should benchmark the current process so we could measure success. I identified target persona i.e. parents who had never used Enrolmy but had primary school aged children. We used our Facebook page to recruit participants offering grocery vouchers as incentives.
Findings captured in Optimal Workshop’s Reframer.
Parent booking flow with proposed new onboarding steps.
Marketplace pre-launch testing
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I created a testing plan and surveyed the team asking what the main things were that we wanted to learn. I created a testing script around these goals with some key tasks for each test. I also organised the logistics, screening the participants and booking the meetings.
Marketplace map interface showing scrolling tooltip where multiple activities occur in the same location.
Methods and findings
I facilitated the interviews over two weeks using Silverback user testing software to record both audio, webcam and screen interactions. After reviewing the interviews and tagging key insights, I used an affinity map to identify some patterns. I then generated a spreadsheet for the dev team with some recommended actions for them to rank in terms of technical difficulty. I also added the findings of the test into Optimal Workshop Reframer tool to help identify themes. This became a very useful reservoir of information when ever a particular usability issue came up as we could refer to that same issue in our test findings and find a solution.
What we did
We were able to implement some of the quick win changes i.e. Parents had gotten totally lost trying to find the place to update their family doctors details because the link was hidden in a collapsed menu in an unexpected location. Just by opening that menu up by default, this problem was solved. The findings informed all the designs that were proposed from then on. In some cases the issues became critical and having the insights gained from the testing allowed us to make a better judgement in our design decisions.
