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Strava 2

SplitToolMockUp.jpg

Strava: Split Tool

The Strava support team gets a lot of requests from users to split their activities. An activity is an athlete's GPS and data record for a single, run, bike ride, or swim. Athletes want to split their activities for the following reasons.

  • User’s forget to reset their external GPS device
  • User is in car or public transit for part of activity
  • GPS device bug creates faulty data
  • Duathlon or Triathlon

The only way to address these errors is for the support team to manually edit and split the activities using the Admin-Only tool. Athletes can wait weeks for an activity to split, which causes the activity to be flagged during the wait. This can be frustrating to the user and be burdensome for the support team.

Problem

Strava support team receives 200+ tickets per month of athletes requesting activity splits. 200 tickets per month is roughly equivalent to $11,000 annually.

My Role

I partnered with a developer to build a user facing split tool.

Goal

To Reduce support load and to improve the athlete experience.

Outcome

V1 was shipped in Q2 2016.

Process

Strava Split Tool.png

Admin-Only Split Tool

To start I went through the process of splitting an activity using the admin-only split tool and took note of any pain points (pictured below). I then observed a few members of the support team interacting with the tool and took notes. It served well as an admin-only tool but it needed significant work done to be considered user friendly.

User Quotes

I sorted through 50 split support tickets to better understand the end users mental model. I found that that there were 2 unique use cases; single splits and double split. Below, I have provided a user quote for each use case.

Single Split (70%)

“I got some weird gps data in the middle of my ride. Could you split it so I can cut the wrong data? I want to delete all between 2:24:25 and 5:26:44, so if you split the activity anywhere between then I can fix it with the crop tool”

Double Split (30%)

“I'm wondering if there is a way to split up the three legs of a triathlon? I've got the data as one continuous file recorded on a relatively old Garmin”

User Flow

Using the admin-only flow as a starting point, I worked through the ideal flow for the new and improved split tool (outlined below). I realized that creating an experience that catered to both the single and the double split use case was going to be a challenge.

Testing and Iterations

I invited 10 different users to come in and go through 3 different prototypes. In the process, I discovered the best way to tailor the tool to meet the needs of the single and double split use cases simultaneously. This was to have the user select their number of activities at the begining of the process. This solution which is outlined in the tool directions (pictured below) was the most clear to users during testing.

 
 

Final Version

Below is a video taking you through a version that is only live for super users. Please note that V1 will ship soon and we will be adding a confirmation moddal after users click the split button shortly.