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Adventures Select

Polaris Adventures provides outdoor experiences to powersport enthusiasts. Riders can take guided or self-guided tours throughout various terrains across the United States.

 

The goal of this project was to introduce a membership subscription service (Adventures Select) that streamlines the repeat booking process and to introduce a new take on “ownership” for those who want to own but are unable to.

ROLE

UX/ UI, Wireframe, Prototype, User Testing, QA

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Understanding the Problem

Stakeholders hired an outside agency to conduct months of research on the viability of this offering. They interviewed people who had experience with powersport vehicles but did not own one. Through these interviews they were able to identify a desire for ownership and frustrations as to why they could not own a vehicle.

 

Two primary frustrations are:

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Financial means - The cost of a powersport vehicle can range anywhere from $2,000 (youth model) to $30,000 (special edition). Additional purchases after vehicle include: accessories, maintenance, trailer, and insurance. These costs seem unattainable especially to the younger audience who is just graduating from school. 

 

Limited Space - Owners are also required a place to house the vehicle, whether it's in their garage, or on their property. This poses a problem to someone who does not have the space to store a vehicle.

Identifying Scope

Collaborative discussions with stakeholders and development team were held to identify program needs and initial functions. :

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  • Experience Catalog

  • Booking flow

  • Account and reservation management

Customer

  • Experience Catalog and reservation management

Outfitter

  • Program management

Business

Deliverables for Beta launch focused on the customer experience and experience catalog. All reservation modifications would have to be managed manually through a small support team.

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Due to time constraints it was decided to build the Adventure Select experience on its own URL. The bulk of the experience, the educational pages would live within the existing Polaris Adventures site. As soon as a user would initiate the sign up process, they would be directed to the membership experience.  I created a site map that showcased this to help business visualize how these two sites would work together. ​

Site Map

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Design

The initial design process included user flows of the booking process and wireframes. Even though reservation management was not in scope for the Beta launch the business team had asked me to map that flow out as well to help scope out future plans. I reviewed flows and wireframes with the stakeholder team and developers to ensure that all needs had been met for MVP. 

Booking Flow

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From Wireframes to Design

Prototypes
 

Clickable prototypes for both mobile and desktop were created and tested to ensure that users could get through the flow and to identify any pain points.

Desktop - Booking step 2: Date & Time / Mobile - Booking step 4 - Add-ons

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Desktop - My Account Reservationn

Testing

For the initial test I used unmoderated testing and asked 8 users to book an adventure. These users all had experience with booking online services and making a purchase utilizing credits, miles, or points.

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Result highlights from test 1: 

  • All 8 users were able to make it to the the last step (in this case payment) with no issues.

  • When rating the level of ease (1 Very difficult - 5 Very easy) 100% of the users rated it a 5.

  • All 8 users answered no when asked if they had trouble or found anything confusing during the task.

  • Overall comments were that the experience was clear and easy to understand.

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Stakeholders wanted further exploration within the payment step using different payment options (Pay using credits, pay using cash, and pay using a combination). An additional unmoderated test was run to verify if the recommended solution was easy to use. Again, we tested 8 users who al had exprience with booking online services and making a purchase utilizing credits, miles, or points. 

Result Highlights from test 2:

  • When rating the ease of understanding (1 - Difficult to understand - 5 - Very easy to understand) all users rated the payment step a 5.

  • 7/8 users answered no when asked if they had trouble or found anything confusing during the task. The individual that struggled ended up having issues on the layout of the confirmation and not the payment process.

  • Overall comments were positive with the process being easy and clear. A couple users had minimal design changes in font size.

Implementation

After business approval, worked through the handoff process. I walked development team through the design and answered any initial questions.  I was also available to answer further questions that were uncovered along the way. 

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Assisted in the QA process to ensure that all visual and functional expectations were met.

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