Year | 2022
Applicant flow
Applicant flow
Update STRAVA | METRO application flow to capture more data for faster approval
Update STRAVA | METRO application flow to capture more data for faster approval
Update STRAVA | METRO application to capture more data for faster approval
Impact
Impact
75%
75%
Growth of partners in less than two years
Growth of partners in less than two years
0
0
Support Tickets
Support Tickets
STRAVA is a social fitness app that tracks activities via GPS, while its STRAVA | METRO program uses anonymized user data to help urban planners improve infrastructure and transportation.
STRAVA is a social fitness app that tracks activities via GPS, while its STRAVA | METRO program uses anonymized user data to help urban planners improve infrastructure and transportation.
STRAVA is a social fitness app that tracks activities via GPS, while its STRAVA | METRO program uses anonymized user data to help urban planners improve infrastructure and transportation.
Problem
The current application flow was a single page. I wanted to break it into multiple pages to reduce the cognitive load on the applicant.
Breaking it up allowed us to capture data in multiple stages, to save the applicants progress as well as send follow up emails to encourage them to complete their application. Showing the progress bar to application completion.
We also could collect more specific data depending on the applicants use case. This reduced our customer success teams interactions when following up with applicants.
We set clear expectations for response times to accelerate their efforts as they get closer to the completion goal, encouraging increased engagement.
The current application flow was a single page. I wanted to break it into multiple pages to reduce the cognitive load on the applicant.
Breaking it up allowed us to capture data in multiple stages, to save the applicants progress as well as send follow up emails to encourage them to complete their application. Showing the progress bar to application completion.
We also could collect more specific data depending on the applicants use case. This reduced our customer success teams interactions when following up with applicants.
We set clear expectations for response times to accelerate their efforts as they get closer to the completion goal, encouraging increased engagement.
The current application flow was a single page. I wanted to break it into multiple pages to reduce the cognitive load on the applicant.
Breaking it up allowed us to capture data in multiple stages, to save the applicants progress as well as send follow up emails to encourage them to complete their application. Showing the progress bar to application completion.
We also could collect more specific data depending on the applicants use case. This reduced our customer success teams interactions when following up with applicants.
We set clear expectations for response times to accelerate their efforts as they get closer to the completion goal, encouraging increased engagement.
Discovery
My early questions started with order - do we push through ToS and Anti-racism commitment acknowledgements first? Or start with collecting account information.
Customer Success frequently received applications using personal email addresses which would require contacting the applicant for their professional email before reviewing the application. I wanted to throw an error if the applicant entered an @gmail.com ETC address.
My early questions started with order - do we push through ToS and Anti-racism commitment acknowledgements first? Or start with collecting account information.
Customer Success frequently received applications using personal email addresses which would require contacting the applicant for their professional email before reviewing the application. I wanted to throw an error if the applicant entered an @gmail.com ETC address.
My early questions started with order - do we push through ToS and Anti-racism commitment acknowledgements first? Or start with collecting account information.
Customer Success frequently received applications using personal email addresses which would require contacting the applicant for their professional email before reviewing the application. I wanted to throw an error if the applicant entered an @gmail.com ETC address.
Paper prototyping
Content organization in low fidelity helps me visualize how the pages should be ordered and what appears on individual pages. This was also the first use of a progress bar.
Screens
Error catching and text description for resolving personal email error
"How did you hear about us?"
We used this to collect information after conferences to measure sales efficacy.
Error catching and text description for resolving personal email error
"How did you hear about us?"
We used this to collect information after conferences to measure sales efficacy.
Error catching and text description for resolving personal email error
"How did you hear about us?"
We used this to collect information after conferences to measure sales efficacy.
The second input page funneled applicants according to profession. We could only work with certain types of Organization Types but wanted to collect any contact and project details if requirements changed at a later date.
The second input page funneled applicants according to profession. We could only work with certain types of Organization Types but wanted to collect any contact and project details if requirements changed at a later date.
The second input page funneled applicants according to profession. We could only work with certain types of Organization Types but wanted to collect any contact and project details if requirements changed at a later date.
Employees of large consulting and engineering firms would hear about STRAVA | METRO from coworkers and peers and would apply individually.
Employees of large consulting and engineering firms would hear about STRAVA | METRO from coworkers and peers and would apply individually.
Employees of large consulting and engineering firms would hear about STRAVA | METRO from coworkers and peers and would apply individually.
We wanted to call out our anti-racism commitment to perspective partners and to encourage thought on how their work was improving transportation equity in their area of interest.
We wanted to call out our anti-racism commitment to perspective partners and to encourage thought on how their work was improving transportation equity in their area of interest.
We wanted to call out our anti-racism commitment to perspective partners and to encourage thought on how their work was improving transportation equity in their area of interest.
Setting a response time window set applicant expectations and reduced Customer Success back and forth communications when looking for application status updates.
Setting a response time window set applicant expectations and reduced Customer Success back and forth communications when looking for application status updates.
Setting a response time window set applicant expectations and reduced Customer Success back and forth communications when looking for application status updates.
User journey
Results
Growth increased the number of approved partners from 2,000 at the time of release to over 3,500 in less than two years since the new registration flow was released.
Growth increased the number of approved partners from 2,000 at the time of release to over 3,500 in less than two years since the new registration flow was released.
Growth increased the number of approved partners from 2,000 at the time of release to over 3,500 in less than two years since the new registration flow was released.
Future proofing was possible because we knew who was contacting us for access. We had countless requests from those in the academic space for their research projects. We were not supporting them at the time the registration update was rolled out, but pages were designed.
Recently, Strava announced that academic researchers would now be able to get access to the dataset.
Click here for more information.
Future proofing was possible because we knew who was contacting us for access. We had countless requests from those in the academic space for their research projects. We were not supporting them at the time the registration update was rolled out, but pages were designed.
Recently, Strava announced that academic researchers would now be able to get access to the dataset.
Click here for more information.
Future proofing was possible because we knew who was contacting us for access. We had countless requests from those in the academic space for their research projects. We were not supporting them at the time the registration update was rolled out, but pages were designed.
Recently, Strava announced that academic researchers would now be able to get access to the dataset.
Click here for more information.
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