Rethinking customer experience: Making the Weight Management Competition more participant-friendly than ever
Don't make people think: A common sense approach to your marketing campaigns
Every year Nutrilite of Amway would hold a weight management competition to help fans kickstart a healthier lifestyle through managing their weight and body fat percentage. However, due to the lack of contextual support throughout the event, many participants from the past had found it rather difficult to follow through the competition. With this year's event, Amway looked for shaking up the experience for participants. We were duly on Amway’s side to untangle problems that kept participants baffled and provide an enhanced UX/full-stack development solution to make 2021 Nutrilite ™ Weight Management Competition more participant-friendly. View Project
KEY FOCUS
INDUSTRY
LEAD TIME
3 Years 2 months
YEAR
2021
Design thinking is problem-solving. Learn from past experiences. Fix problems for good.
The past
Participants were constantly calling the CS to learn about their progress in the 2-stage competition. They were never quite sure what they had to do next – whether they had enrolled in the 2nd stage or it was time to make the next appointment for body composition index measurement.
The present
Participants now see where they are or which stage (i.e. group or individual) they are at on the competition portal. They can easily keep track of their weight management progress and get system notifications on when they should be scheduling for another body composition index measurement.
Add-on improvements done without altering the original competition mechanism
Designated user dashboard for progress check
Prior to the UX upgrade, the competition portal only served as a booking system for participants to make appointments at Amway Experience Centre for the measurement of height and weight. There were no other indications of which stage the participants were at or what they should be doing next with their teammates or by themselves in the competition, leaving participants often confused unless they were absolutely conscious about the mechanism of the competition. The new user dashboard, however, give a clear summary about their current team or individual status in the competition, allowing them to strategize or get prepared for the next stage.
Syncing data collected from Amway Experience Centre to the Cloud
To enable the progress dashboard for participants, we added on a Cloud Server solution to have all measurements of height, weight, and body composition index of all participants synced.
Make participants know – not think – what they have to do next
During the competition, participants have to visit Amway Experience Centre regularly for body measurement over the span of weeks and months. But one of the problems months-long competitions get is that people would begin to forget things. This is where our backend system would send notifications to remind participants about the competition and appointments, bringing the event back to the top-of-mind state. On the other hand, the system also puts a stress control over the booking system, helping the Amway team to avoid overflowing appointments and schedule conflicts.
Credits
Vincent Ma / Project Lead
Lincoln Wong / Senior Project Executive
Vikki Chan / UI Designer
Kelvin Lam / UX Designer
Vincent Fung / System Analyst
Benix Leung / Backend Developer
Mike Liu / Frontend Developer
Results
- Massively improve the efficacy of customer relationship management
- Set a sturdy system foundation for the brand to reuse the design and system in the future
