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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.

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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.

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Users

Residents of Wandsworth, London, who are eligible for the sport concession scheme.

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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

Two girls splashing in pool with floatation devices

Design Process

Empathise

  • Agile user research:

    • Rapid user engagement research at events and pop-up stalls speaking to approximately 30 residents over a few days.

    • Data sets collated from leisure centre dashboards to understand usage: sign up rate and attendance etc

    • Professional workshops to uncover 'riskiest assumption' of user needs

  • Stakeholder mapping to engage organisations which eligible residents access

  • Retros conducted with provider teams to understand historic decisions

  • User research engagement on-street and community centres. 1-1 Interviews with front-line staff and local residents eligible for scheme

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Next steps: ​Define

  • User-stories and needs will be created to establish how new designs can increase value for residents.​​

Post-it notes show validated and unvalidated ideas

Outcome

  • Increase in uptake to the scheme by protected residents of 62%

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