Fairer Pricing schemes at Leisure Centres
Background
Need
Understand low uptake to free swim, gym and sport concession offer in Wandsworth and offer design prototypes to improve access and uptake.
Role
As a Consultant at Basis, working with a London council, Wandsworth as part of an Agile multi-disciplinary team. Overseeing early user research and synthesis.
Users
Residents of Wandsworth, London, who are eligible for the sport concession scheme.
Timeline
Feb 24: Scoping user research and defining user needs
March 24: User interviews and 'How Might We' ideation workshops
April 24: Presentation of prototype to client
Design Process
Empathise
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Agile user research:
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Rapid user engagement research at events and pop-up stalls speaking to approximately 30 residents over a few days.
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Data sets collated from leisure centre dashboards to understand usage: sign up rate and attendance etc
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Professional workshops to uncover 'riskiest assumption' of user needs
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Stakeholder mapping to engage organisations which eligible residents access
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Retros conducted with provider teams to understand historic decisions
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User research engagement on-street and community centres. 1-1 Interviews with front-line staff and local residents eligible for scheme
Next steps: Define
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User-stories and needs will be created to establish how new designs can increase value for residents.
Outcome
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Increase in uptake to the scheme by protected residents of 62%