— GYMPASS
Redesigning Gympass’s HR Portal so HR teams can manage the benefit without extra manual work
Context
Gympass is a corporate fitness benefit that offers unlimited access to a global network of more than 30,000 gyms and 700 activities. It was rapidly expanding its sales team to meet high demand from HR departments, but HR teams struggled to manage the benefit, which increased costs and customer dissatisfaction. This created uncertainty about the company’s ability to expand in the US market, and we were asked to redesign the HR Portal.
Development was set to start in Q2, so we had 6 weeks to come up with a solution.
My role
Discovery
Our task was to overhaul the HR portal. We divided the subject matter into four key areas to steer us through the earlier uncertainties: Benefits Industry, Human Resources, Technology Solutions and their connection with the existing Gympass experience.
We mapped the current experience using the team’s previous knowledge and past research, and matched it with evidence from the new research, which helped us move faster.
The analysis led to 4 big clusters of problems, which we dug into to understand how they relate to the most relevant topics of the current experience.
lack of information undermining Gympass’ value perception
The HR Portal didn’t show new offers well, and it lacked key details on benefit usage, which limited HR’s ability to manage the benefit.
invoice experience leads to payment errors and missed due dates
The Invoice page required navigating to subpages for basic tasks, and key details such as “sub-companies” and additional members’ invoices were shown as codes that were hard to read at a glance.
lack of transparency for HR and extra manual work for Gympass
There was no way to see whether employees were using the benefit. To find out, HR had to contact the Gympass team, who manually pulled the data and compiled it into a PDF.
The challenge
Competition in the benefits market sets a high bar, and wellness isn’t a top-priority benefit, with no guaranteed results. Companies are hesitant to take on another expensive operational burden.
How could we improve the portal to offer a seamless benefit management experience?
solution
To raise Gympass’ perceived value, we need to reduce operational effort by simplifying benefit management and giving HR guidance and autonomy.
We read over 2,000 CX tickets to understand motivations and frame them as Jobs to be Done.
That framework let us prioritize hypotheses based on experience, business drivers and development complexity.
Concept map
By grouping the jobs to be done, we could create concepts with specific goals and see the gap between the current scenario and where we needed to be.
With a roadmap in place, it was easier to find quick wins. The team and leadership agreed to first revamp two areas: the HR Portal home page, to show relevant information and promote new services, and the Billing interface.
Actionable information that tells HR when an action is needed in the billing cycle, avoiding extra payments.
Visibility of usage with quick access to the brand new reports.
Support on communication about how Gympass works.
Visibility of new offers and communication material to promote them internally.
Help center on benefit management to support HR in daily operations.
Visibility of key information to avoid missing invoice due dates.
Clarity about the invoice type and company.
Quick access to actions straight from the table.
