The Joint
Flexible Apps
Digital Product Experience & Architecture
Challenge
With explosive growth, The Joint’s more than 425+ franchises needed to streamline their nationwide practice by standardizing their in-store customer experience with the goal of increased user engagement, retention, and overall market share.
Approach
Gathering data with the Joint’s stakeholders, PMs, instructional designers, and developers, we defined business/user goals, technical constraints, and time to completion which lead to the creation of multiple training applications in the form of custom-designed learning modules.
Packed with new business and user insights I developed a clean and vibrant UI manifested in the form of an instructional portal. I art directed the brand imagery including custom app iconography. Following initial comps and approval from the product team and members of The Joint’s project managers, the application portal was put into production.
"Whatever is flexible and living will tend to grow; whatever is rigid and blocked will wither and die.”
— Laozi
Custom digital training in the form of interactive games, quizzes, instructional motion graphic videos, certifications, and downloadable learning materials was built into the application as well as an admin and user dashboard to facilitate growth tracking for franchisee owners and associate development.
Product Categories:
Brand Strategy
Content Strategy
Development
Digital Strategy
Gamification
Information Architecture
Instructional Design
Motion Graphics
User Experience Design
User Interface Design
Value
Stakeholders saw franchise overall satisfaction rating increase by providing a more structured learning journey.
Training delivered in the form of convenient and immersive digital applications provided users with in-depth instruction through gamified scenarios, online testing/quizzes, progress tracking, downloadable up-to-date instructional material, and online certifications covering core tenants.
This lead to franchise increased success rates, customer satisfaction, and valuable market differentiation by defining a complete journey for owners, employees, and customers resulting in a unified training and customer experience nationwide.
