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By the 2nd quarter of 2020, I was designated as UX Manager of one more tribe, the Partners tribe, they focus on improving the Gym Portal. We found a small window to deal with one of the most relevant tickets we had at that moment.

Gym owners couldn’t upload their Gym photos, they need to ask for the Gympass team to upload them. The current solution relies on CX to deals manually with the open tickets to update the Gym photos, it’s an expensive solution and not scalable by depending on the team, Its also a bad experience for the gym managers because of the time to have the photos uploaded resulting on outdated and bad photos.

To deal with these challenges we set up 2 days creative workshop with the whole squad so we would have all the team onboarding and working together to design the solution.

With the support of an Airbnb study about the impact of photos on users' choices plus users feedbacks, we started by defining the actors, goals, and values to ensure we would move in the right direction.

To get everyone on the same page and externalize what we know and what we think we know I defined 4 clusters so we could understand what are the potential barriers we face to achieve the result we expected.

Even though we scoped the workshop on the photo management journey, a view of the end-to-end experience could give us an insight into how to scale the solution. Green is the CX problems, Purple is the gym managers problems

The team mapped the journey from closing the deal to updating photos, this approach could give us a picture of how the problems we had would impact different points of the journey so the solution could scale to provide value beyond the initial proposal on further analysis.

Even though we scoped the workshop on the photo management journey, a view of the end-to-end experience could give us an insight into how to scale the solution. Green is the CX problems, Purple is the gym managers problems

We clustered the points gathered by the team in the Collecting information stage so we could understand the relation between the pains and reframe it as opportunities.

The journey allowed us to create and organize the information we had so we could build broad concepts defined as “What to do” so it would help us to do a benchmark beyond the product category and find different solutions. Each broad concept could give us a list of different “Hows” to achieve the result.

Arranging the information in a structured way helped the team to define hypothetical grounded solutions

The team gathered an amazing benchmark focusing on the opportunities and each one designed a possible solution.

Each one designed his own vision of the solution and we used dot votes to prioritize the ones we saw as more valuable, even though, we carefully brought all the voted solutions to understand how we could improve them

Analyzing the solutions we could build a map of the Photo management feature, it would be far more complete than just uploading photos and we could easily see how to scale it from beginning.

The time constraint was really struggling us so to launch an MVP we mapped the features using a lean inception matrix so we could focus on the quick wins.

Pairing with another design to make it tangible and test the prototype with users to allowed us to refine the next steps of the MVP and I was designated to solve another challenge. The solution was well received by the gym managers and appreciated by the Gympass team providing good results overall.

Here you can check the prototype.

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