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ParalympicsNow is an app where users can not only engage with Paralympic content in an accessible and engaging form but also encourages connections between user and the Paralympics through playing para-sports.
As team lead in this project, I guide my team through the full design process. We aimed to create a product that would help increase engagement to the Paralympics through user research and multiple rounds of user testing.
Role
Project Lead
UX Researcher
UI Designer
UX Researcher
UI Designer
Collaborators
Ethan T Chan
Bethany Phoon
Bethany Phoon
Tools
Figma
Duration
4 months
THE PROBLEM
How can we increase engagement with the Paralympics, specifically targeting Gen Z and their notorious inability to focus on activities for long periods of time?
Discover
How can we better understand the project?
background research
We noticed the Paralympics consistently receives less engagement in comparison to its Olympic counterpart. In 2020, while 82% of Australians had been watching the Olympics, only 68% of Australians had given a thought to the Paralympics. The Paralympics being a source of empowerment for people with and without disabilities, we knew it was important to try and bridge the gap between the two.
Competitor analysis
Paris 2024 Paralympics App
The Paris 2024 Paralympics App is the official app for the Paralympics. Although it is great at conveying key information for the games, it has limited information on athletes. Additionally, many users comment on how it lacks basic features for navigation and personalisation.
SPRTER
Sprter is a great app that helps both athletes andPara-athletes connect with their supporters. However, because the app was so focused on encouraging users to spend money, it felt untrustworthy to users and deterred them from using the app.
Paris 2024 Paralympics App
Of the 3, Paralympics Australia possesses the largest range of features for its users to interact with the Paralympics from news articles to disability sports programs. The one setback of Paralympics Australia, is its limited information about its athletes to build rapport with users.
Primary research objectives
By conducting our own primary research, we can gain deeper user insights, collect context-specific data, and avoid relying on assumptions. Direct engagement with users helps to uncover unique pain points and behaviours that our background research might miss and will also strengthen the justification for design decisions later in the design process.
1. How social media and influencers affect Gen Z’s engagement
Social media was most effective to reach younger Paralympics audiences, as stated by Stephanie Tryce, assistant professor of sports at Saint Joseph’s University.
2. How people interact with the Olympics and the Paralympics
By understanding the differences in how viewers interact between the 2, we would be able to better understand how we can create more tailored experiences.
3. What struggles users have accessing Paralympics content
We wanted to uncover any pain points that limited users’ ability to engage with the Paralympics, such as issues connecting with para-athletes, which, through our research, was identified as a gateway to becoming interested in watching the Paralympics
online ethnography
An online ethnography was conducted after background research to obtain qualitative data that would form our initial understanding of our topic, specifically examining users’ viewing experiences of the Paralympics and their struggles accessing Paralympic content.
Interviews
To expand on our ethnography we decided to gather qualitative data through semi-structured interviews. A more conversational tone during interviews encourages openness and allowed us to gather more personal insights from our interviewees.
Of course I would watch if my favourite content creators came”
I feel like I sometimes miss out on the match I wanted to watch. But I can’t go back and watch it again.”
survey
Moving on to the survey , we surveyed 55 people within the Gen Z age range surrounding the findings we had already previously gathered.
By conducting a survey, we added reliability to our research with a larger pool of participants and this will also promote data driven decisions in the future. Through a google forms we created a simple survey with multiple choice questions. We sent this out to friends, surveyswap.io and on Reddit, in the subreddit r/Paralympics.
Our survey helped us to reveal the main reasons behind “Why people don’t watch the Paralympics”. The top 4 being:
By conducting a survey, we added reliability to our research with a larger pool of participants and this will also promote data driven decisions in the future. Through a google forms we created a simple survey with multiple choice questions. We sent this out to friends, surveyswap.io and on Reddit, in the subreddit r/Paralympics.
Our survey helped us to reveal the main reasons behind “Why people don’t watch the Paralympics”. The top 4 being:
32.7%
Forgetting they existed
21.8%
Just don’t resonate with the Paralympics
21.8%
Generally just don't like sports
16.4%
Prefer the Olympics over the Paralympics
Define
What do our findings from the “discover” phase mean?
Affinity diagram
The qualitative data from our online ethnography and interviews were collated and organised into an affinity diagram. By categorising our data, not only were we able to simplify our findings, we were also able to combine and strengthen distinctive findings to create key themes and also use our survey findings to consolidate these themes.
our findings
People like to watch clips instead of the live games because it gives the flexibility to watch whenever they want, saving time.
People struggle to connect with para-athletes because there’s a lack of resources that help them understand their struggles.
People don’t engage with Paralympic content due to the low accessibility issues surrounding it.
Personas
The qualitative data from our online ethnography and interviews were collated and organised into an affinity diagram. By categorising our data, not only were we able to simplify our findings, we were also able to combine and strengthen distinctive findings to create key themes and also use our survey findings to consolidate these themes.
Jocelyn
23
Bubbly & Introverted
Jocelyn enjoys watching Olympic content on Instagram Reels, preferring short, comedic clips over longer videos. While she likes the Olympics, she isn’t interested in the Paralympics, often forgetting they exist. She feels that, compared to theOlympics, the Paralympics lack accessibility.
Motivations
Enjoys the Olympics
Short and efficient content
Frustrations
Lack of Paralympic awareness & accessibility
Doesn't like longer content
Julia
19
Thoughtful, Deep Thinker
Julia loves deep-diving into content, especially long YouTube documentaries. Initially, she didn’t connect with the Paralympics, but after discovering some Paralympic stories through her favourite YouTuber, she was drawn to the athletes' backstories. However, Julia doesn’t enjoy watching the Paralympics live.
Motivations
Interest in backstories
Documentary lover
Frustrations
Doesn't resonate with the Paralympics
Disconnection with Para-athletes
User journey map
A user journey map was used to help us understand how users interact with the problem area, identify pain points and areas where improvements can be made to the user experience. We created an overarching journey map that considered each of our previous personas, in this way, our map better reflects the pain points and motivations of a diverse pool of people.
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5 whys
By consecutively asking the question “why?”, we can have a more in depth understanding of the root cause of the problem. Therefore, more easily ideate ways to solve specific issues.
New problem statement
It's challenging to engage people with sports content they aren't initially interested in. However, those with some interest are more likely to consume Paralympic content, especially after consuming backstory content that allows them to form a personal connection with para-athletes.
How might we capture the Gen Z audiences that show interest in the Paralympics and break down the barriers so that users can more easily access Paralympian content and emotionally connect with athletes that is directly correlated to increased engagement?
Develop
Ideating different answers to the clearly defined problem statement.
reverse thinking
The first ideation method we chose to conduct was reverse thinking as it’s a fun and creative way to work backwards, thus, helping us uncover hidden assumptions, biases and allowing us to think outside the box. By uncovering these negative solutions we were illustrated what our concept must not be or stray towards, as a result, enabling us to foster a greater understanding of how to achieve an effective end product.
Poor UX/UI
Avoids displaying any athlete backstories
Long uncut documentaries and video content
Inaccessible to all users
No personalisation or filtering of content for individual needs
No easy navigation and search functionality for accessibility/usability
No interactivity or engaging features
Insensitive content of para-athletes
Show irrelevant content
Intrusive ads
Crazy 8's
We chose Crazy 8’s as our second ideation method as this method essentially forced us to draw something down onto paper without having to overthink or second guess our decisions. As a result, we were able to bring our solution based objectives into life and gauge its effectiveness and its ways of usage within our final product.
Through collaborating with one another and physically iterating, our team came up with the following ideas:
Through collaborating with one another and physically iterating, our team came up with the following ideas:
Mind mapping
From our previous ideation methods, it was evident that we needed to narrow down our ideas to the final options and we chose to conduct mind mapping to do this. To start this process we gathered together and chose the 4 most important concepts from Crazy 8’s and jotted down features we thought would best complement them. During this process we verbally discussed the pros and cons of different features we wanted to integrate within the 4 distinct concepts. Notably, which features would solve and complement our problem statement the best.
ideating
From our previous ideation methods, it was evident that we needed to narrow down our ideas to the final options and we chose to conduct mind mapping to do this. To start this process we gathered together and chose the 4 most important concepts from Crazy 8’s and jotted down features we thought would best complement them. During this process we verbally discussed the pros and cons of different features we wanted to integrate within the 4 distinct concepts. Notably, which features would solve and complement our problem statement the best.
Coaching App
Within the coaching app, users are able to choose what para-sports they’re interested in within the onboarding phase which will allow them to be tailored personalised content and the ability to play the sport they like within a one on one session with a coach.
The aim of this app is to target all individuals regardless of their ability as it allows those with disabilities to be educated on the different sports they can play and encourage physical activity. On the other hand, for those without disabilities, this app aims to encourage a different perspective on sport which brings awareness of the many challenges and struggles those with disabilities face.
The aim of this app is to target all individuals regardless of their ability as it allows those with disabilities to be educated on the different sports they can play and encourage physical activity. On the other hand, for those without disabilities, this app aims to encourage a different perspective on sport which brings awareness of the many challenges and struggles those with disabilities face.
Lifestyle App
A concept where users can access an app which showcases para-athlete backstory content kind of like X/Twitter, furthermore, users can interact with a map feature which allows them to see trending hashtags within each country.
Users can access similar content across similar platforms, however, this website aims to integrate para-athlete posts to drive viewership for the Paralympics. By posting their own content such as their backstories, winning clips, everyday lifestyle vlogs and other influencer content this platform aims to connect users with athletes, thus, bringing more engagement.
Users can access similar content across similar platforms, however, this website aims to integrate para-athlete posts to drive viewership for the Paralympics. By posting their own content such as their backstories, winning clips, everyday lifestyle vlogs and other influencer content this platform aims to connect users with athletes, thus, bringing more engagement.
Interactive Livestream and Info App
In this idea, users can directly engage with the live Paralympic games by enabling them to customise their viewing experience. This is done by granting users access to change camera angles within the live streams of the Paralympics on a website, thus, adding a touch of interactivity and personalisation which allows users more freedom in their viewing experience. Furthermore, within this website users can view brief para-athlete profiles who are currently competing within the live streams, therefore, giving more opportunities for users to interact and personally connect with the athletes
decision Matrix
To decide on our final solution, we conducted a decision matrix that allowed us to judge our concepts against certain criteria that directly addressed our problem statement. Using this method allowed us to objectively assess our ideas and decide on a final solution.
Coaching App
Lifestyle App
Interactive Live Stream and Info App
concept testing
To supplement this decision, we conducted concept testing with third party individuals – asking them what they thought of our concepts and how well they thought it addressed our problem space and objectives for the project.
It is from these processes that we settled on our final idea – Idea 1: sport coaching app.
It is from these processes that we settled on our final idea – Idea 1: sport coaching app.
Deliver
Creating and testing our solution.
final Concept
For our final concept, we made slight iterations to address the flaws identified throughout the decision process and incorporated features from the other two remaining ideas to develop a more comprehensive app.
THe iterative process
Here shows our extensive iterative design process with a large focus on user testing and iterating based off of potential user, and design expert feedback.
Start/Stop
Start/Stop
Start/Stop
Start/Stop
Sketches
These are some of the original sketches to guide the initial stages of the UI design - helping us to create the lo-fidelity, then the mid-fidelity wireframes.
Lo & Mid-fidelity wireframes
These are some of the original sketches to guide the initial stages of the UI design - helping us to create the lo-fidelity, then the mid-fidelity wireframes.
Onboarding
Home Page
Athlete Profile Page
Sports Page
Universal Video Page
Sports Booking Page
Mobile Interface
User testing goals
Our first round of user testing was conducted to evaluate the app's usability, gather feedback on the overall user experience, and identify areas for improvement.
These were our overarching test goals:
These were our overarching test goals:
1. How well can users understand and interact with the interface? (Efficiency)
2. Assess the application’s ability to (Effectiveness):
Get users to book para-sporting sessions
Get users to engage with individual para-athlete backgrounds and games
Understand the experiences of Para-athletes
3. Determine if this is an engaging experience for users - is the interface aesthetic and intuitive to use (Satisfaction)
Card Sorting
Before going further into the design of the interface, we wanted to conduct a card sorting activity to understand how users group information and from it, understand how to organise the content of the website and create better usability.
After analysing the data and looking at the 5 different card groupings, the most common card groupings included:
After analysing the data and looking at the 5 different card groupings, the most common card groupings included:
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Grouping focused live camera views of athletes and athlete profiles
80%
Grouping athlete profiles and athlete-specific content such as their best moments
60%
Grouping livestreams and trending clips with home
With these results, can better build an intuitive navigation system for our website.
Think aloud method
Usability testing with the think-aloud method was conducted due to the usefulness of the method in directly testing and understanding the user experience of our platforms for our target users, which had helped us to identify areas of improvement to iterate.
To conduct think-alouds, we asked the 5 test users to constantly think aloud their thoughts and actions while carrying out tasks on our mid-fidelity wireframes for each of the key features.
To analyse the results, a combination of a top-down and bottom-up approach was used.
To conduct think-alouds, we asked the 5 test users to constantly think aloud their thoughts and actions while carrying out tasks on our mid-fidelity wireframes for each of the key features.
To analyse the results, a combination of a top-down and bottom-up approach was used.
Top-down analysis - Thematic Analysis
A top-down analysis approach helps us to identify whether our designs align with our problem, which we used post think-aloud interviews to test.
Here is a short version of our thematic analysis:
Here is a short version of our thematic analysis:
Bottom-up analysis - Sticky notes
For the bottom-up approach, we collectively drew from think-aloud data and directly placed sticky notes on the problem areas of our interface, then discussed ways forward.
Heuristic evaluation
After our initial hi-fidelity interactive prototypes were completed, we conducted expert-based testing, which involves the recruitment of design experts who are experienced in design practices, to evaluate our user interfaces based on their judgement and design knowledge.
In order to conduct our heuristic evaluations, we created a protocol that was distributed to our design experts online or in-person. Expert testers could test the prototypes without facilitation due to the existence of the protocol and their pre-existing knowledge on Nielsen’s design heuristics.
The protocol was in the form of a Google Docs document, where users had access to instructions on the purpose of our website and mobile app platforms, instructions on how to fill out the heuristic evaluation template, a link to the evaluation template, task scenarios, and prototype links.
To analyse these results, we used another round thematic analysis and bottom up analysis. This is a short snippet of the heuristic, expert testing that we conducted:
In order to conduct our heuristic evaluations, we created a protocol that was distributed to our design experts online or in-person. Expert testers could test the prototypes without facilitation due to the existence of the protocol and their pre-existing knowledge on Nielsen’s design heuristics.
The protocol was in the form of a Google Docs document, where users had access to instructions on the purpose of our website and mobile app platforms, instructions on how to fill out the heuristic evaluation template, a link to the evaluation template, task scenarios, and prototype links.
To analyse these results, we used another round thematic analysis and bottom up analysis. This is a short snippet of the heuristic, expert testing that we conducted:
sus survey
Finalising the iteration process, we conducted a final think aloud testing, an SUS survey and a SUS graph to support and visualise the data, a final thematic analysis then finalising the design.
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Final Features
Figma Prototypes
challenges & takeaways
The two biggest challenges I faced:
Balancing user feedback
It was difficult to navigate the tension between, not only the team, but also user suggestions and maintaining the project’s core goal and design vision. An example, initially a few users were sceptical with incorporating sports booking into the solution, however, this crucial in fostering and encouraging connection between user and athletes.
Leading the team
Being my first time leading a full design project, I needed to balance doing my own part of the project and at the same time, guiding my other team members on what to do. Initially, I struggled with giving specific instructions to others and later realised that leading a team is largely focused on looking forward in the process and large amounts of preparation.
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