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Lesson Sign Up

My Role: User Research | UX Design | Prototype​

The goal of this project was to simplify Guitar Center’s lesson sign-up process, reducing the number of steps from 11 to 7 while maintaining the company’s branding and design language. The existing process had several usability challenges, leading to high drop-off rates and users opting to sign up in person instead. My redesign focused on improving navigation, increasing visibility, and making the process more user-friendly.

Research

User Research

To better understand user behavior and pain points, I conducted five in-person interviews and distributed a Google Form survey to gather quantitative data. The findings revealed that more than half of the respondents signed up for lessons in person, with many unaware that Guitar Center even offered lessons. Those who attempted online sign-up often struggled with finding a suitable instructor and found the process overly complex and time-consuming. Additionally, several users reported starting the online process but ultimately calling an associate for assistance, highlighting the need for a more intuitive and streamlined digital experience.

Define

Pain Points

Problem 1: Lengthy sign-up process

  • The original process requires 11 steps, making it time-consuming for users to complete

  • A longer process increased the likelihood of user drop-off rates

Problem 2: Repetitive information entry

  • Users are required to enter their personal details before viewing teacher availability

  • If the availabe schedules didn't align, users have to go back and re-enter their information again

  • There is no simple way to view instructor schedules 

Problem 3: Limited visability of terms & conditions

  • The terms & conditions are only accessible through a separate link making them easy to overlook

  • This creates potential confusion, as users may not have be fully aware of the terms before completing their purhase

Problem 4: Preference for in-person sign-ups

  • The complexity of the online sign-ups contributed to low conversion rates and missed opportunities for digital engagement

Prototype

The payment page requires the user to accept the Terms & Conditions before choosing to check out

Impact

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Times with an instructor are easily laid out, displaying the presented choices in red

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Steps.png

  1. Choose your instrument
    Input your zip code to find instructors in your area

  2. Instructors are categorized by city, and when users enter their zip code, the system prioritizes the nearest location.

  3. Prior to users input, the next step displays the instructors availability

  4. Users then input their information and choose the duration of the class

  5. Order summary of first class payment, with a reminder of billing recurring every 4 weeks.

  6. Required acceptance of Terms & Conditions

     Ryan Flannery, VP of Lessons Nationwide, valued my insights on enhancing Guitar Center’s digital experience. While not part of the marketing team, my perspective aligned with their ongoing improvements, and they were open to discussing my ideas. Their commitment to innovation made this an exciting exploration of what’s possible for their lesson program.

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