Alter🔒
Establish a smooth onboarding experience to reduce the return rate by 26%
Overview
Discipline
Fitness, Mobile App (iOS and Andorid), Wearable
Status
Client project with feature updates published in 2024
Timeline
6/2024-10/2024 (4 months)
Tool
Figma
Team
Product Design Lead: Bekah Hanson
Delivery Manager: Zachary Thomas
Developers: Toby Sack, Neri Quiroz-Cabrera, Anthony Harvey
Role
Alter offers a multi-device fitness system including a mobile app, mirror, and wearable. I collaborated with iOS, Android, and mirror engineers to address technical constraints, ensuring a seamless cross-device experience.
Problem
Customer returns due to device connectivity and setup issues
Customers are returning Alter Screens because they're unable to set them up at home.
Solution
Ensure easy connectivity and provide user education
Alter aims to reduce returns, and boost profitability by ensuring smooth device setup experience.
Research
Ideation
Iteration
Final Design
Result
Outcome
Ensured a clear and intuitive experience to lower return rate by 26%
The new onboarding flow simplifies screen management via the app, easing user concerns and lowering return rates caused by connection issues.
What I Learned
Address error states and user guidance
While most users followed the "happy path," significant design effort focused on backup plans and error states. This highlighted the importance of considering edge cases and guiding users back to the intended flow.
Next Step
Balance constraints while innovating
Initially underestimating technical constraints in the screen pairing project, I learned to collaborate closely with developers. This process involved active listening and suggesting improvements within technical limitations. I found enjoyment in this dynamic problem-solving approach.
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Please enter the password below or reach out to Kate directly at maszeszekate@gmail.com to learn more about this project!
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Timeline
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