ronlyp design

ronlypdesign





A Holistic
Digital Experience

Personalization for every member



ROLE / DISCIPLINE:
Experience Strategy / Associate Creative Director (UI + UX)

CHALLENGE:

Massage Envy’s tools and technologies were not evolving quickly enough to create a distinctive or differentiated service. Being dependent on a legacy scheduling system and paper documentation limited their ability to holistically understand their customers and evolve their business based on customer data.


APPROACH:

We facilitated experience workshops with employees, franchise owners, and corporate leadership. We then designed a new digital experience, repeatedly tested concepts with users, and empowered employees to provide a personalized experience for their customers.


FULL DESIGN TEAM:

- Rohit Sharma (UX)
- Megan DeCastro (UI)


Discovery



12

Location Visits Across the U.S.



100+

Employee and Customer Interviews



75+

Feedback Sessions

Employee Shadowing

“Paper is burdensome and easily lost, and misplaced. It can take time to find and prepare for upcoming appointments.
– Wellness Advisor, Moon Valley, AZ”







Define the User


Design the Solution


Matchmaking & Scheduling

Wellness Advisors are the first smile a guest sees when they enter a Massage Envy. When the advisor finds the perfect time and the right therapist, we maximize our chance at delighting our customer, converting them to membership and keep them coming back.









Therapist Notes

Therapists are the consistent key to success. When guests arrive with a problem, these notes are where therapists document their approach and techniques.









The Contract

A point of contention for existing members, and causes hesitation for new guests to join the pack. We cleared the air and designed transparency into the way ME sells subscriptions.





The Holistic Experience

(pswrd: deloittedigital)

enjoylife.