Krank Club
Project summary
Problem statement
❌
Each day, about 60 matches are completed, and 10 players drop out less than an hour before the start.
❌
Captains face financial burdens due to costs incurred from last-minute dropouts, compounded by the challenge of insufficient time to secure replacements.
Goal & KPI
🎯
Reduce last-minute dropouts and enhance event completion.
📊
Decrease in the frequency of last-minute dropouts and an increase in the number of successfully completed matches without disruptions.
Solution
👉
Send automated messages to reinforce player commitments.
👉
Fines and potential bans for repeated dropouts to deter unreliable behavior.
👉
Streamlined interfaces for clearer and more immediate communication among players.
Design process
The design process involved mapping the user experience, exchanging ideas, defining needs, identifying friction points, and progressing through wireframing and iterative development to refine the solution.
Empathize
Experience mapping
Define
User needs definition
Ideate
Brainstorming, Wireframing
Design
Visual Design
📔Empathize
Experience mapping
To identify pain points, I mapped the user experience from match completion to kickoff.
The dropout system and communication plan also needed to adapt to the new experience.
🏃♂️Match organized by an individual
📍Match organized by the center
❌ Pain points identified
- Excessive messaging: Users receive too many notifications
- Lenient dropout system: Lack of preventive or punitive measures encourages last-minute dropouts, affecting the reliability of scheduled matches.
- Complex dual system: The distinction between matches organized by individuals and those by centers creates confusion and complicates the user experience.
✍️ Define
Experience map iterations
Based on the initial feedback, the app underwent several iterations:
✅ Unified experience: Simplification of the user experience for both individual and group matches.
✅ Revised communication plans: Optimization of messaging to ensure essential information is communicated effectively without overwhelming users.
New user stories for late dropouts
System for identifying repeat offenders
💡Ideate
Wireframing
Post-validation, I designed wireframes to refine the dropout management process. These wireframes served as blueprints for the high-fidelity screens and were essential in visualizing the new user flow and dropout prevention mechanisms.
🎨 Design
Final designs
High fidelity screens were created to depict the actual look and functionality of the updated features:
- Dropout Process Screens: Detailed screens showing the new dropout process, including warning messages and penalty notifications.
- User Interface Enhancements: Visual upgrades that supported the new features, ensuring that the interface was both intuitive and user-friendly.
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Key Takeaways
- We've cut down on excessive messages to prevent user fatigue and keep engagement high.
- Introduced penalties for last-minute cancellations to ensure more reliable match attendance.
- Combined complex systems into one straightforward system to ease user navigation.
Results
The new penalty system has successfully lowered the rate of last-minute cancellations by 70%.