Overview
At Gympass, we're always looking for ways to make wellness more accessible and seamless for our users. Whether it's finding a yoga class, booking a personal trainer, or exploring new fitness options, our goal is to remove friction and make the experience as intuitive as possible.
As the lead designer on this project, I identified an opportunity to improve how users interacted with our virtual assistant, Vita. While Vita was great at answering questions and guiding users through tasks, the process often felt like a back-and-forth conversation that could take longer than necessary. Users had to navigate through multiple steps, clarify their requests, and sometimes even start over if they missed a detail.
Inspired by the shift from command-based to intent-based interaction design (as highlighted in the Nielsen Norman Group's research), I set out to reimagine how users interact with Vita. My solution was a dynamic prompt field that allows users to express their intent naturally and complete tasks—like booking a fitness class—in just one step.
The Challenge
When I analyzed how users were interacting with Vita, a few key pain points stood out.
Too many steps: Booking a class often required multiple back-and-forth exchanges, which frustrated users who just wanted to get things done quickly.
Rigid structure: Vita relied on a command-based system, meaning users had to follow a specific flow to complete their tasks. If they didn’t phrase their request correctly, they’d have to rephrase or start over.
Drop-off rates: We noticed a significant number of users abandoning the process midway, especially when it involved more than three steps.
I knew we needed to make Vita smarter, faster, and more intuitive. My goal was to create an experience where users could simply say what they wanted—like "I want to book a yoga class near me tomorrow at 6 PM"—and have Vita handle the rest.
Process
Research & Discovery
I started by diving deep into user behavior. Through interviews, usability testing, and data analysis, I uncovered some key insights.
Users think in terms of goals, not steps. For example, they don’t think, “I need to select a class, then a time, then a location.” They think, “I want to do yoga tomorrow.”
The more steps involved, the higher the drop-off rate. Simplicity was key.
Users wanted confirmation and control but didn’t want to be overwhelmed with too many options upfront.
I also studied the latest trends in AI-driven interaction design, particularly the shift toward intent-based systems. This approach focuses on understanding what the user wants to achieve and delivering results directly, rather than guiding them through a rigid process.
Ideation & Prototyping
With these insights in mind, I conceptualized a new approach to make Vita more intuitive. My idea was the dynamic prompt field, which quickly emerged as the most promising solution. This feature would allow users to type their request in plain language, like they're talking to a person. As users type, Vita identifies key details (like activity type, time, and location) and updates the interface in real time to show relevant options. I designed Vita to remember previous inputs and use them to refine the experience. For example, if a user frequently books yoga classes, Vita would prioritize those options.
Solution
My design for the new dynamic prompt field is now being integrated into Vita, Gympass's virtual assistant. It allows users to book a class, find a gym, or schedule a session in a single prompt, without navigating through multiple screens or menus. The system understands everyday language, so users don't need to learn specific commands or follow a rigid flow. As users type, Vita dynamically updates the interface to show relevant options, making the process feel seamless and interactive. Additionally, I designed Vita to use context and user history to tailor recommendations, making the experience faster and more relevant.
For example, a user could type, "I want to try a yoga class tomorrow morning near my home," and Vita would instantly display a list of available classes, complete with times, locations, and ratings. The user can then confirm their choice with a single tap.
Outcome
Impact
Although my design is still being rolled out, early testing has shown promising results.
Booking completion rate: Increased by 65% compared to the previous system.
Time-to-completion: Reduced from an average of 2 minutes 30 seconds to just 40 seconds.
User satisfaction: NPS scores for Vita interactions jumped from 34 to 78.
First-time user success: 90% of new users were able to complete a booking on their first try, compared to 58% with the old system.
These metrics highlight how my dynamic prompt field design is not just a feature—it's a game-changer for how users interact with Gympass.
Lessons Learned
This project taught me valuable lessons about designing for intent-based interactions. Simplicity is key: users don't want to think about how to use your system—they just want to get things done. Visual feedback builds trust by showing users that their input is being understood in real time, making the experience feel seamless and reliable. Flexibility also matters, as not all users will phrase their requests the same way, so the system needs to be forgiving and adaptable.
What's Next?
I'm excited about the potential of this new feature and am already exploring ways to make it even better. Some ideas include adding voice input for hands-free interaction, expanding context awareness to incorporate user preferences and past behavior, and introducing predictive suggestions to anticipate user needs before they even type.
Next project
Get in touch
Have a project in mind?
If you want to chat about a project, opportunity, or anything really — just send me an email on hi@brettchien.com.
Currently based in California — available for remote-friendly work.
©2024 Brett Chien
