To ensure Cure.fit platform has enough good quality supply of partners there was a need to follow stringent partner identification and verification process before they are onboarded onto our platform.
Currently, the entire process is managed via Zoho CRM. While this streamlines the backend process, the partner-facing experience is still broken as they get multiple communication through various touchpoints without giving a coherent onboarding flow.
Improving the overall onboarding process and make it much more faster and self reliant with minimal need of manual processes.
Unlike our cure.fit's customer base, partners have a very different persona and very different needs from the customers. Hence it is essential to have a proper understanding of them before moving on.
Landing page, multiple long forms, a lot of manual interventions, and emails mainly framed the overall flow. Here is a detailed customer journey map with all the major user touchpoints.
From the detailed analysis of the flow we scoped what are the problems to be solved.
It's essential to answer all the questions and user queries to ensure they are confident about the marketplace. Fitness marketplace also relies a lot on people's inner desire to help society and create an impact.
A lack of understanding of the process created multiple problems and anxiety among users. Thus became one of the most crucial issues to solve. It is essential to make sure user is aware of the overall process and don't feel cheated or played with later in the process.
A long and tiring process with multiple sub-process can lead to multiple questions and doubts among users. To make sure people move forward with the process it is required to answer those at the right time and help users complete the process.
A lot of time and manual effort goes into finding the right interview slot. Multiple backs and forth's between the panel and the candidate delays the overall process.
Many tickets were from confused users, who had no idea about their status if they needed to do something. If there is a waiting period, how long might the waiting period be, if their candidature is closed, or something else?
50% percent of users were using mobile devices earlier across different roles, thus it was essential that the whole portal is mobile friendly.
After a few months of development, Partner.fit finally launched in December 2020 and currently live at https://partner.cure.fit/
We met all the goals in a month of launch. More data is being collected to make incremental improvements and make the experience even better.
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