UX Research for Sports Booking Software
Oct 8, 2024
Client
TheQuickSport
Deliverables
UX Research
Keywords
Project Exploration, Support
The Challenge
A client, TheQuickSport, offering a Sports Booking Software, approached us intending to improve the overall user experience of their website. The platform allows users to sign up and book sessions for a variety of sports, including football, volleyball, and basketball. While the service itself was functional, the client had received feedback that the site was confusing at times and lacked a clear structure. They asked us to evaluate the website and provide a comprehensive overview of how the user experience could be improved. Our focus areas included visual consistency, textual clarity, interface controls, and navigation flow.
The Solution
We delivered a design advisory document that outlined key recommendations based on a thorough user experience audit. To understand how users interacted with the platform, we created detailed user journey scenarios by mapping out typical paths a person would take to register, find a sport, and complete a booking. This process helped us identify moments where users experienced confusion, dropped off, or encountered friction points.
One of the first issues we noticed was a lack of visual consistency. Fonts, colours, and imagery varied across pages and social media, creating a disjointed experience. We advised the creation of a unified design system to maintain visual cohesion and improve brand perception. In parallel, we evaluated the site’s text content and found inconsistencies in tone, terminology, and labelling of controls. Navigation also presented challenges. Some controls were placed inconsistently or labelled unclearly, which led users to dead ends, pages that returned errors without context or instruction. We recommended improved error messaging and the introduction of fallback states, such as suggestions or help prompts, to guide users when something goes wrong.
By combining visual recommendations with structural insights, we provided the client with a strategic foundation to enhance usability and build user trust. The goal was not to reinvent the website, but to refine and strengthen the experience by addressing friction, aligning the design language, and making the journey intuitive from start to finish.
