Peloton

Studio Reservation

Product

A scheduling site for new or returning members to book, purchase class packages, and pre-order shoes and food/beverages at the Peloton's Studios.

Platform

Responsive Web

Project Timeline

5 months

My Role

Product Designer

Team

Product Manager, 6 Engineers, Lead Researcher, Members Experience Team, Creative

Tools Used

Sketch, Invision, Zeplin, Jira

Impact

Expected to increase class purchases and improve user experience while booking classes.

OVERVIEW

Redesigning the reservation site

Coordinate user data to avoid
multiple accounts

Peloton is an interactive fitness platform that includes live and on-demand studio classes for their members.

Peloton's reservation system for its studio was managed by Zingfit, a studio management platform. As the e-commerce team grew, discussions to bring the site in-house became high priority. My team and I were tasked to redesign the studio reservation site – a couple of months long project that launched with the opening of the new studio, PSNY (Peloton Studios New York).

Challenges

Designing within Zingfit's technical limitations

With my team of engineers and Product Manager, we were excited to bring the reservation site in-house with the redesign. We quickly learned that it would be a huge undertaking to build the backend given the project deadline. It was decided that it would be best to redesign the frontend while utilizing Zingfit's backend. In a collaborative miro board, a site map, user journey and competitive analysis was underway.

To stay within Peloton's brand, I pulled key components like buttons and color from our UI kit, while crafting additional components. We had weekly reviews with the Studio Member Experience team to get their insights and feedback. Initial feedback came from the members team through their daily interactions with studio members. Some learnings I took away to refocus on the site was to update the confusing class packages and to indicate where the direction of the seat maps to the instructor.

As the engineers started to implement the designs, it turned out building the site using Zingfit's backend didn't go smoothly. Weekly reoccurring calls with Zingfit's team were set up to request feature adds to support our team. I worked closely with my team through desk-side checks to go over any design questions and changes needed.

Unified Member Account Integration

Next, we turned to tackle data integration. We wanted Peloton users to be able to reserve classes using their Peloton credentials (SSO) instead of their Zingfit one. This included transferring unexpired credits and class history. The entire team was involved in brainstorming sessions, tech calls with Zingfit, and whiteboarding.

Our team hypothesized that if a user has a Peloton account email address and a Zingfit account email address, then the two accounts can be "linked" together via the email address. Using the data that we had, we sampled 3 groups of relevant Zingfit users and compared their email addresses against Peloton account email addresses. After we saw that we had a 64% email match with Peloton account. We came up with a verification solution. And a Drift Chat (chatbot with our support team) in place for people who come across an issue while verifying.

We tested that hypothesis in studio!

Guerrilla testings with our users in studio

We did the research for site experience and data integration separately because they were different focus.

Partnered with our team's researcher, she and I tagged team to do guerilla-style interviews with members at the studio. We spoke to 10 individuals with varying levels of familiarity with our current studio reservation page. They were presented with a mobile or desktop prototype to gather whether the experience was or wasn't easy and intuitive. Through speaking with our members, it became evident that there were still some pain points to address, which we took back to prioritize and tackle.

• After seeing the confirmation modal, some users were unaware that class was booked.
• Most users expected class to be booked after selecting a class and purchasing credits. But they needed to go through the process of finding the class and selecting seat again.
• Class schedule was easy to understand and navigate, but most users missed the filters on mobile.

For data integration testing party, we didn't use a prototype because we wouldn't be able to tell if the merge was successful without real data. I worked on a simple verification flow, which the team quickly built. Together, engineers, PM and design went to the studio to see how it performed. I observed how members were going through the verification flow. Engineers provided technical support and logged where there were issues. This was a big team effort to provide a better experience for our members.

Expected Impact

From internal test party to our soft launch

Studio reservation and the new studio, PSNY, launched in March 2020. We soft opened the reservation site to employees to test with excitement and it went off without a hitch. Then the studio opened for the press. A week before the public could join in, global pandemic hit. Just like that the doors closed.

That didn't stop the team! I worked with our marketing team to conceptualize our next features. I created designs to add Food & Beverage pre-ordering, shoes sizes to faster pick up and booking classes in potential new Peloton studios.