For just over 5 years, I worked part time as an Aquatic’s swimming instructor and Lifeguard in the City of Markham. Many of my co-workers and me on a daily basis, get many questions regarding registering for swimming programs or swimming levels. We usually try to direct them to also use the Econnect website to answer these questions but many users end up relying on us to help them with their program registration. Although we are trained to deal with these issues, our primary task, as an Aquatics employee is to deal with the issues residing in the physical swimming environment. This makes me wonder, if many customers are relying on use with their registration needs, then something needs to be done with the website that should answer most of these questions.
Primary Research: User survey
Although I have my own views and insights regarding the website, I wanted to ensure that they were not fully biased to what I think are the user’s pain points. One of the key take ways that I noticed from many of the customers was that registering for certain programs are becoming a lot more competitive in terms of availability. As a result, finding the right program with the desired timeslot should be a much faster process.