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Les Mills International


I was brought on to lead the second and final phase of the research and subsequent redesign of the Les Mills Instructor Portal - a key touchpoint for their global network of 130,000+ incredibly passionate instructors. 


Role
Responsibilities

Design Lead
Research & analysis
Conceptual design
UX design
UI design
Usability testing




The Opportunity

Instructors use the Instructor Portal service to access new workouts and music each quarter, book ongoing training, as well as understanding where they are in their instructor journey and what their next steps should be. The service had not had much love for well over 5 years, and was in need of modernisation, mobilisation, and the streamlining and re-invention of core journies.

The Approach

Early on, we undertook a week long research trip to San Francisco to interview instructors in order to understand their needs and goals for this service, as well as how we could better support new instructors and also club partners looking to begin their journey with Les Mills on their main site.

During this trip we conducted ethnographic research, in-depth interviews and also usability tested some conceptual designs for a proposed future state. Card sorting with instructors and clubs was also conducted in order to understand what information is most important to these key user groups at various points in their journey. Usability testing was also carried out on current state functionality to understand key issues with booking instructor training, and also on concepts for new, more streamlined flows.

This research formed the basis of our subsequent design work as well as the ongoing product roadmap. It also informed other parts of the business and helped form a more human-centered approach to design at Les Mills International.






The Outcome

The redesigned experience was well received by customers and the wider business as a whole, making it much easier to keep track of progress, gain access to key information and greatly improving the navigation, information hierarchy and visual design of the service.


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