ClubPASS Clubs NSW
Project Overview
ClubPASS is an application allowing users to use their mobile phones to sign in to RSL clubs all over NSW. The application was already created when it was brought in-house and I was asked to lead the UI for continuing development of the application. For close to 2 years we were constantly updating the app to both increase features for users, as well as adapt to the ever-changing legislation within the Gaming and Hotels Association.
User Personas • User Interface • Design Systems • Prototyping • Testing
My Contributions
Our 2 weeks sprints in our agile team, where we’d have a problem to solve, that could last many sprints. Myself, the UX Designer and Product Owner would discuss, research, create flow charts and finalise solutions including prototyping and testing until launching, which included a handover to the development team.
Problem 1
Patrons who have no membership and no app: How could we get the user who had no membership or had no app to download the app and sign in as quickly as possible.
Solution: By creating user flow charts and testing any potential user difficulties, we came to the solution of having QR codes created at the entrance of the venues. If the user did not have the app, it would take them straight to the app store to download and fill in the simple sign-in page.
Problem 2
Patrons who had membership but not the app: The biggest issue we had was that most people already had a membership, but not the app. We needed to find a solution for these users, as most felt they didn’t need the app if they already had a membership.
Solution: Similar to the first problem, we needed the users to download the app via a QR code at the entrance. Once they had done this, it was the same user journey as Problem 1, but once they had signed, just for the first time, they showed their proof of membership to the front desk via our member integration. Once approved, they could enter as they please, without having to deal with staff anymore.
Problem 3
Create a competition for patrons. We wanted to create an online scratch and enter competition within the app, that was triggered when the patron entered the venue. This was to increase user uptake and better user engagement. We also needed to figure out how to stop people doing multiple entries in a day.
Solution: When the user signs in, a pop-up overlay the homescreen to scratch the entry to see if they have won any gift vouchers to use at the venue. When they signed in, they would go through the competition process and see if they won. If they won a gift voucher, they could simply show the bar or restaurant. To stop people from entering multiple times, we had a log in the ClubPASS admin site that logged they had entered the competition and a ban on entering the competition any more times for the next 24 hours, and then they could enter again.
