Duration
15 Weeks, 2024
Client
Find Us Sport, Taiwan
What I Did
UX Research, UI Design, Wireframing, Prototyping, Data Analysis
Team
Me and 1 Mentor
My Role
Project Manager, UX Designer
Overview
FIT17 (together) is a management system for the sports education industry, providing coaches and health consultants with a platform that simplifies resource management.
Our Goals
This project aims to support the improvement of internal management processes and optimize communication between coaches and venue partners.
Problem
Communication breakdowns and workflow inefficiencies
In June 2024, Find Us Sport launched a service design initiative aimed at optimizing its internal operational system by addressing communication breakdowns and workflow inefficiencies.
Clients
Find Us Sport, Taiwan
Find Us Sport is a Taiwan-based badminton education institution established five years ago. It employs 20 professional badminton coaches and collaborates with four independent private venues.
The organization specializes in professional training and youth national team development. Currently, it is focused on enhancing its course service workflows and internal communication systems—including class scheduling, messaging, and documentation tools
Design Methodology
Solution
Design Solution:Integrated sports venues and educational institutions to build a shared digital booking platform.
Reimagine a more efficient and engaging experience for coaches and managers in small and medium-sized sports facilities by streamlining operations, enhancing engagement, and fostering a transparent feedback system. This vision addresses key challenges such as: 1) inefficient coach and class scheduling, 2) lack of real-time student progress tracking, and 3) inadequate feedback and evaluation mechanisms.
1.Partnership Map
Fit17 allows coaches to search for partner venues on the platform. This functionality facilitates the expansion of training locations and helps in building strategic alliances to enhance the overall training experience
2. Shared Calendar
Featuring a shared calendar, the system synchronizes orders and appointments with partner venues. This enables coaches to manage schedules efficiently and coordinate training sessions seamlessly, ensuring optimal time management.
3.Message API
By integrating popular messaging platforms such as WhatsApp, Instagram, or WeChat via APIs, the backend system captures real-time interaction records. This enables sports coaches to stay updated on athlete communications and respond promptly to inquiries, ultimately boosting coaching efficiency and athlete engagement.
40%
Reducing internal
communication time
15%
Decrease
user drop-off rates
10%
Satisfaction scores
Research
Stakeholder Research
Exploring Key Stakeholders in Sport Service Industry
This stakeholder map provides a strategic framework for understanding how different entities interact within the education and coaching industry, helping optimize management, collaboration, and decision-making for sustainable development.
Field Study | Survey | Interview | Observation
Case Study : Find Us Sport
I conducted a site visit to Find Us, a badminton education and training institution in Taipei, Taiwan, to gain a comprehensive understanding of its operations, management practices, and user experience. After a 12-session course (spanning one month) and explaining our research plan, the manager, Mayphia, provided us with a guided tour of the facility and demonstrated the systems used by the organization. This enabled us to develop a clear overview of its infrastructure, coaching staff, management model, and technological tools.
Insight Processing
From Data to Insights
01 Tags Sorting / Affinity Mapping
Synthesized and categorized insights from affinity mapping to identify core user pain points, needs, and behaviors.
02 Tag segmentation
Mapped out primary and secondary opportunities based on data, focusing on areas where impactful solutions could be developed.
03 Sentiment and topic analysis
Sentiment Analysis leverages Natural Language Processing (NLP) techniques to evaluate the emotional tone of text, assigning scores for positive, negative, neutral, and compound sentiments. This analysis is instrumental in identifying emotional pain points within the user journey, allowing us to quantify user satisfaction or frustration at various stages.
Define the Challenges
Exploring the Pain Points From User Research
From User Journey Map to Business Goals
User Journey Map
The next steps in our process involve mapping out the sport coaching team’s journey based on these roles, identifying opportunities for improvement, and co-creating solutions.
How might we design a shared digital platform that streamlines sports facility and education resource booking, reducing internal communication time by 50%?
Design Process
This study explores the development of sports education and coaching teams from three perspectives: technology, users, and industry environment. By analyzing the limitations of existing digital tools, understanding the needs and pain points of coaches and learners, and examining sports industry trends in China and Taiwan, this research aims to integrate technology with industry growth.
Ideation
Co-Create with Stakeholders
01 Coaching Team
I collaborated with coaches to uncover their pain points in managing schedules and coordinating with venues. Through interviews and workshops, I mapped their workflows and translated their needs into clear design requirements, ensuring the platform supported efficient class management and reduced manual communication.
02 Sport Learners/ Students
By conducting surveys and usability testing with students, I gathered insights into their expectations for booking and participating in sports activities. These inputs shaped the user journey and interface design, making the booking process more intuitive, transparent, and engaging for learners.
03 Development Team
I worked closely with developers to align on technical feasibility and implementation details. Using Notion for task management and Figma for design handoff, I ensured smooth communication and iteration cycles, bridging design concepts with functional prototypes and final delivery.
Design
MVS Features on SaaS Platform
Our solution comprises two main aspects: (1) a matching platform that enables users to swiftly locate training resources, and (2) tools that empower coaches to manage their clients and resources more effectively. These advancements are intended to offer a more comprehensive and stress-free experience for all users.
Deliverables
High‑Fidelity Design and Design System
High-fidelity design refined for seamless handoff and usability testing
This polished mockup showcases the refined layout, visual style, and key interactions, preparing it for prototyping and user testing.
Future Customer Journey Map
Future Customer Journey Map X Service Management
Building upon previous research and user insights, the team has proposed a future communication and service flow to address the challenges faced by sports coaches when using the FIT17 platform.
Service Blueprint
Optimizing the In-Service Experience for Coaches
During the In-Service phase, the focus is on optimizing the platform’s core experience for coaches actively using it. Real-time teaching schedules, multi-party order sharing, and a centralized management interface streamline communication with venues and students.
RoadMap
Service Innovation RoadMap
Reflections
My Achievements...
Established a standardized service design methodology, creating detailed service blueprints to map and streamline complex cross-departmental workflows across web and native platforms.
Designing venue manager workflows taught me to simplify complex actions to create intuitive tools that meet business priorities and support all users.
Collaborated with clients and developers, using Notion to align on requirements and goals, and Figma to communicate design concepts and prototypes effectively.
