Maintenance
Implementing options for continous feedback
User experience: universally iterative process
VIKING CENTRO APP
A real case describing the process of creating a mobile app for a digital ecosystem designed for comprehensive management of a gym chain, focused on task optimization and time efficiency.
Project category: Mobile application (part of a SaaS project as B2B product)
Function: Exclusive UI/UX & Graphic Designer, Analyst, Researcher and Tester
Field: Booking and Scheduling (MVP) – Fitness & Lifestyle (Growth & Scaling phase)
Tools: Figma, FigJam, Adobe Illustrator, Lucidchart, Zoom
Duration: 20 weeks
Before you dive in...
Brief Overview
The Viking Centro mobile application is an ambitious project consisting of two parts: user part and administrator/coach part (administrative roles). The tool would mainly be used by users to create an account, make session reservations for services or classes of their preference. Additionally, these reservations can also be paid directly through the application.
One of many other key functions is the bunch session configurator. Using this feature, users can adjust the quantities and times of their sessions so the software itself can automatically reserve these available slots. Other features include: reservation or service filters, preview and download of invoices or information from the different centers of the Viking Centro chain.
The MVP version of the software, as established with the client; will benefit from future changes, including various improvements such as physical activity tracking features, gamification methods and activity logging between users, among others. (See Growth & Scale phase for more information)
Project Goals
Of course, the goal of the application part is to provide increasingly varied facilities. However, the main aim is to retain existing customers while offering added value that the business can provide.
The goal of the MVP version of the app is to simplify tasks for users and help optimize their daily free time while enjoying an easy-to-use interface. It is also crucial to emphasize the commitment to resource automation through integration with a dashboard, from which different parts of the business can be managed, such as enabling or enabling/disabling application functions, analyzing invoices, or recording profits for future business operations. (VC’ Dashboard study case will be published in the future)
The main project goal is business growth; estimating a 25-40% profit within the first year of the application’s launch.
Viking Centro App Main Goal
The main objective of this product is not to just create a mobile application intended for booking management. The main purpose is to develop a system that can be iteratively improved and integrated with different features, pursuing the ultimate goal of offering a complete ecosystem aimed at continuous improvement of the user experience based on feedback from both; internal and external users of the software.
As mentioned earlier, the application itself is divided into two releases: the MVP version (currently launched) with basic features and the full experience (final) version. In the final version, more complex features are added to fully complement the user’s gym experience.
1. Investigation
2. Analysis
3. Execution
"It is not entirely about creating an app. It is a process of investigation, analysis and execution of the research to serve an ergonomic solution"
Stages of Development
Requirements
Target audience for the application: needs, goals and motivations
Affinity Mapping: from cards to solution
Analysis
Defining principles and patterns
Functional and Design Insights: friendly interface and minimal steps to complete booking
Third-party integrations. What now?
Design
Expanding horizons through combination of design methods
Information Architecture aimed to simple and consistent navigation
Importance of calculating the amount of information that will be used
Development
Balancing frontend vs. backend: what is our Minimum Viable Product?
Building the app in a way that makes it easy to update and maintain
T&Q Assurance
Minimal cognitive load on the user as main goal is aproached
Reducing user errors and improving satisfaction
App compatibility on different devices
Deployment
Focusing on continuous integration and continuous deployment (CI/CD)
Monitoring and logging app's activities, and why it is so crucial?
Requirements Gathering
Target Audience
Even though there was already a target audience for the product, it was still necessary to fully understand them. To achieve this, some practical methods were implemented, including User Profiling and Contextual Inquiry.
These two methods have allowed for a deep understanding of the users’ pain points, their daily situations in which they would use the application, and other preferences.
Vanesa Rincón Gallardo
- Age: 33
- Gender: Female
- Location: Valencia, Spain
- Occupation: Enterpreneur, Podiatrist
- Education level: Master’s Degree
- Income level: Medium-high (~42.000€)
Frequently-used Mobile Apps
Biography
Goals & Motivations
- Feel the control and convenience of booking your training session or physiotherapy appointment remotely
- Feel part of your local gym community and connect with other users
- Have all the information organized and displayed in one place, in a digital medium
Pain Points & Frustrations
- She doesn’t like having to call, send instant messages, or go to the gym in person to book her class due to her limited available time and busy daily schedule
- Her motivation decreases when she doesn’t feel progress
Pablo Montoya García
- Age: 42
- Gender: Male
- Location: Zaragoza, Spain
- Occupation: retired urban planner
- Education level: Bachelor’s Degree
- Income level: High (~96.000€)
Frequently-used Mobile Apps
Biography
Goals & Motivations
- Likes to be in constant contact with the people in charge of the activities
- Wants the application to remind you of the attendance to the different activities booked
- Wants to know when your friends are training so that you can socialize with them
Pain Points & Frustrations
- Becomes anxious when some functions are somewhat hidden as it is difficult to reach them
- Feels overwhelmed when an app has too many elements on the screen at once, making navigation confusing and inefficient. (Example: Aliexpress)
User Interview
A total of 4 people aged between 27 and 43 have been interviewed. The platform used for this process was Zoom. Three groups of questions were developed, covering as many relevant areas as possible for this study.
Technical questions
Referring to experiences with mobile apps.
Navigation within them and what is intended to be made easier through their use.
Fitness/Lifestyle questions
Related to the frequency of physical training, what is most enjoyable during workouts and similar questions.
Personal questions / Experiences
Personal-level questions within the fitness area.
Use of apps to monitor progress, essential tools for every workout, or features that would be useful if digitized or integrated into an application.
"I got injured at work while rearranging some huge boxes. I have a sprain on my left wrist, and I want to keep training, but I’m afraid of making the situation worse."
- Susana
Analysis
Affinity Mapping
The affinity mapping was a crucial tool for synthesizing user research during this phase. Data from user interviews and other observations were organized into clusters such as: pain points, motivations and needs.
Key insights included users’ frustration with personal situations, their desire for more enjoyable experience, and the importance of timely reminders.
Affinity Diagram with Clusters
Gathered data was processed and displayed on sticky notes on Figjam. From raw data input from each client to assigning a theme to each card. Then, started to group the notes following different themes and topics they followed such motivations, feature requests, etc. As the last step, refined clusters were formed after merging notes together and consolidating overlapping data.
Have a closer look at the
What actual users DO?
People want to reassure themselves about their choices and see that they are actually making progress
Users should stay committed to their regular workout schedule without skipping
What actual users WANT?
Track their calorie expenditure, check how many people are in each session, and share any limitations or injuries that prevent them from performing certain exercises
A.S.D – Advanced Session Detailing. All needed details will be available to check, before booking a class
Nutrition, physical therapy, and personal trainer services, along with health insights provided through the app
Conclusion
We had to create a reliable and easy-to-use product that offers features designed to engage and motivate users to work out, while also providing health-tracking tools to deliver a comprehensive system for improving their lifestyle.
Defining Problems & Prioritizing
The analysis of the solutions was focused on prioritizing the problems according to their impact on the improvement of the application, taking into account the time that each development would cost. It should be noted that the contractor has already expressed his preferences and which solution is the most urgent, therefore from the delivery of the minimum viable product – the improvements will continue to be incorporated (in the final version) as presented throughout the analysis.
The idea is to base product development on impact-effort values in order to structure processes in the best possible way.
Quick Wins
Simplify app interfaces and processes (e.g., payments)
Optimize onboarding process (reduce permissions asked at the start)
Low-Hanging Fruit
Automate tasks (gym attendance, reminders, towels)
Offer simple workout stats in the app dashboard
Major Projects
Integrate tracking (weight, calories, progress)
Build a community or social feature (followers’ training status)
Long-Term Investment
Simplify app interfaces and processes
Offer guided workout routines with video tutorials
Design
Expanding horizons through combination
Product design has diversified in terms of the interface, through research to determine the most concise and cost-effective way to prepare it. (From MVP version to final version’s protoype)
A series of different design methods have been used, such as Modular (Atomic) Design, Service Design, and User-Centered Design. The main purpose of this decision is to balance the most characteristic elements of each method and combine them to create a unique and versatile product for all parties: users, designers, and developers.
Simple and consistent navigation
The design is primarily user-oriented, guaranteeing that all functions are accessible, intuitive, and visible to the user at all times, thereby facilitating a seamless and engaging experience.
The decision to integrate a combination of different design methods has been carefully planned and analyzed with a focus on maximizing the visual deployment of information in each section, while also ensuring a consistent and cohesive visual language throughout the application.
The amount of information matters
The creation of the application follows some essential details regarding design and programming. There is a lot of data to visualize, many of which are dynamic, so it is important to know what to display at the first level and what to work on in subsequent levels.
It is important to show just the right amount of data to avoid hindering user navigation and, above all, not to overwhelm their attention due to the cognitive load that such information can cause.
From service prices to data on trainers and centers – everything is displayed to maximize user focus and orientation.
Wireframe Sketches and Inspirations
After closely examining numerous published lifestyle, workout, and booking applications, many references were researched and analyzed.
Inspiration is understood as any element that adds value to the project. This can include negative aspects that highlight areas for improvement or positive features that can be enhanced, reused, or expanded to make the app more complete and enjoyable for users.
To show some examples, three applications were analyzed. Two of them, are direct competitors and the third one is a used accessories and garment platform.
From Mid-Fi Screens to a Functional Prototype
Information Architecture
The project has progressed through various phases during the course of its development. Thanks to its dynamic nature as a constantly evolving product, we have been able to refine the direction of the application within its ecosystem.
How the Structure Works
The sitemap displays a total of three levels of content (subject to future improvements that may expand the number of levels). Key elements or modules indicating information groupings have been highlighted. Additionally, key user interactions in certain sections have been noted to enhance the clarity of the structure. Finally, some functions based on data collection, such as calories burned or points earned, have been specified to visualize which data is displayed in each section.
User's Journey Focus
First, a basic general outline was developed to position the key screens and determine the levels at which they would be placed. Subsequently, additional levels and elements were incorporated to better understand the application's functionality based on this outline. One of the main objectives behind this structuring is to focus on displaying the maximum amount of information on the screens, organized into modules in such a way that the user's attention remains engaged throughout their journey.
Development
Frontend & backend as key to achieve the MVP
Although sufficient information was available to guide development, the nature of the application and its methodology required defining the point at which it could be considered a minimum viable product (MVP).
By combining strategies from the MVP Canvas and Lean UX methodologies, we determined the exact point to deliver a basic yet robust product that addresses the primary needs of clients while ensuring a clear and enjoyable user journey.
Easy to update - easy to maintain
Thanks to the coder’s expertise, we were able to develop an organized product that effectively meets the needs of the gym’s clients. However, the cornerstone of the project is its focus on continuous improvement, driven by feedback from stakeholders.
With its thoughtful design, compatibility with both Android and iOS platforms, and responsiveness, the app allows for flexible updates to security, design, or content at any time without compromising platform stability or consistency.
Testing & Quality Assurance
Minimal Cognitive Load
Throughout the user journey, the focus is on delivering a clean and intuitive experience, ensuring users do not feel anxious or lost.
Using techniques such as Unmoderated Remote Testing, among others, the selected users successfully performed the planned actions for various end goals, leading to the application being defined as:
‘perfect for the purposes for which it is intended’
More satisfaction - less errors
Functionality and usability tests were conducted with real users, gathering valuable feedback through studies that helped address and resolve various issues.
Additionally, the application’s connections were thoroughly tested and verified to ensure the highest level of security for transactions and customer data. This approach not only enhances user trust in our platform but also fosters a sense of understanding and loyalty, ultimately increasing the likelihood of closing sales.
Deployment
Focusing on CI/CD
Establishing an effective and balanced workflow for implementing improvements and changes to the user experience and interfaces is essential for maintaining a dynamic and evolving application.
To achieve this, a series of gradual implementations have been defined, allowing improvements to be integrated as the design system is updated or new features are tested, all while minimizing unnecessary risks.
Monitoring and logging activities
Using methods such as Session Recordings and User Interaction Tracking, we can analyze how users navigate the application and identify potential pain points.
Based on this data, corrective actions are determined by reviewing technical log files, where all relevant information is recorded.
Maintenance & Support
Continous feedback
The launch of the application marks just the beginning of its lifecycle. User feedback, complaints, suggestions, and inquiries must be collected, analyzed, and acted upon to ensure continuous improvement.
To facilitate this, feedback channels have been integrated directly into the application, alongside traditional methods such as email and forms.
The iterativeness of User Experience
User experience is a continually evolving aspect of design that can never be fully researched, developed, or optimized—especially for applications like the Viking Centro App.
Achieving ‘perfection‘ from start to finish is a challenge. While some strategies prove effective, others may be better suited to different types of projects. Therefore, there is a strong commitment to continually refining the approaches, strategies, and methods used in user experience and interface design.
The scope of this project provides a platform for expressing ideas and transforming them into digitally tangible solutions that meet the needs and expectations of users.
The only thing we don't get back is time ⌚
and I want to thank you by spending it on checking my work! 🙂
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Adobe Photoshop
Elements to be changed and incorporate into the app
Vivagym app
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.
BasicFit
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.
Gold's Gym
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.
Elements to analyze and incorporate into the app
Vinted
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.
God's Gym
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.
Relatively innovative elements in this type of apps
Viking Centro app
- Navigation and hierarchy are chaotic and may make users opt for other apps instead of the main one.
- Interface design may result outdated.