Strategic AI Integration
A story of how I designed the end-to-end experience of the strategic pilot project to integrate AI with a health & fitness mobile app to enable user-generated database growth, boost customer satisfaction, and save costs.
My Role
Team
Design Lead
Product Manager
User Research
iOS & Android Devs
UX & UI Design
Back-end Devs
Timeline
Apr - Jul 2024
Background
Ultimate Performance (U.P.) is a global leader in premium 1-on-1 personal training and lifestyle transformation, with over 25 gym locations worldwide.
Clients training at U.P. gyms gain exclusive access to the UP Transform app, designed to support their physical and lifestyle transformation journey.
Context
Before I joined, the app was a public-facing platform for lifestyle tracking subscriptions but lacked scalability, modern features, and user engagement.
When I joined the team, the initial task was pivoting the proposition of the app to align with the business’s core offerings to deliver meaningful support for in-gym clients.
The initial phase was focused on UI refresh, incremental improvements to enhance the experience, and improve crash-free.
A main challenge for the business is rooted in the app’s food-logging functionality which depended on costly third-party databases, and its performance did not meet the client’s expectations.
Business Goal
Reduce dependency on costly third-party food databases.
Discovery
Existing data suggested that over half of the clients prefer logging food products using the barcode scanner for ease, however, the process didn’t match their expectations and had been causing them frustration.
By auditing the existing user flows and understanding the wider impact of it via critical customer journey mapping, I’ve uncovered some crucial insights…
The create a product user flow
Inefficient user interactions
Issues with UI components
Insufficient error handling
UX Audit: Create a product user flow
UX Audit: Food logging key screens
Critical User Journey Mapping