Fit Hive 

Support Platform Revision

Fit Hive is gym management technology to power entrepreneurship. It is designed for independent gym owners to eliminate the busy work and create more time for building the brand and seeing clients hit their fitness goals.

I was asked to redesign the support platform by the Founder to help the Internal Support Lead and reduce the number of repetitive service calls. Both employees of Fit Hive and clients needed a more organized Support Platform which would allow for the user to be more self-sufficient while learning the platform.

Persona

This was a quick contract to get the support page layouts done. I spoke with potential users to understand their motivations. After some discussions, I built this persona to base decisions off of:

Original Support Platform

Support Landing Page:

Support - How to add a New Page:

These two screens were usable, but needed a clearer/cleaner flow and agenda for the user. Fit Hive’s main focus was to not only focus on the UI, but also pay attention to where things needed to be in regards to the Information Architecture and layout.

Menu sorting:

The team sat down to figure out how to sort the menu first before I went into sketches and UI enhancements. A Fit Hive customer might want to see a support article on Blogs then head to a similar article on files, or web content. Defining clear spots for each support section allowed the ability for a more self-serve experience.

UI Enhancements:

• Messaging - more supportive verbiage, callouts on what other customers are looking at.

• Responsive friendly.

• CTA - easy search function and buttons which match main menu categories.

• Step-by-step with number icons for an easier read.

• Brought in more color and gym friendly branding.

Sketches:

Revised Support Platform:

Landing Page:

Add a New Page:

The revision allowed for a clean user flow following the navigation sections in the portal. In addition to a clean design, we wanted to include trending keywords along with recently asked questions where the user could explore on their own. 

This design was shared with a gym owner and he positive feedback with the functionality and terminology. He liked related topics so he could quickly navigate to similar pages. Looking into 'Add Section' or 'Add Template' was a little difficult to understand.

Debrief and Reflection

After working with the team we were able to address some key goals. The content page included multiple ways for the user to learn- both an instructional video and a step by step transcription to help accessibility and user training. Visually, the redesign gave gym owners something sleek, easy to digest, and relevant toward launching their gyms website. 

With more time and no deadline, I would have liked to do more testing with beta users that wanted control of customization and discovery. I would also want to work more on the functionality on 'Add Section' and 'Add Template' and clearly define these for the user (this was part of page components users could pull from - similar but different intentions).