Cursor

Driving loyalty and sponsorship growth with U.S. Soccer’s award-winning app.
(CASE STUDY)
Mobile App Mockup
(01)
Project
Overview

Using high-energy moments to sign up loyalty program members.

I led an overhaul of U.S. Soccer's native mobile app in an effort to increase user engagement and drive more value for its customer loyalty "Insiders" group.
(DETAILS)
Client
U.S. Soccer Federation
Year
2021
Type
Native App
Services
UX Research
UX Strategy
UX Design
User Journeys
‍Documentation
View live
(KEY RESULTS)
TK
Built trust and enhanced decision-making by elevating critical information.
TK
Built trust and enhanced decision-making by elevating critical information.
TK
Reduced friction through streamlined wayfinding and search.
(KEY RESULTS)
Increased sponsorship revenue: sold naming rights to sponsor on multi-year deal (Anheuser-Busch).
The app was named a Webby Awards Honoree: Sports Apps and Software.
Mobile App Mockups
Mobile App Mockup
Mobile App Mockup
(02)
Discovery

I leveraged fan research to help identify key user needs.

Based on a fan survey, I identified key user needs that would guide the redesign effort.
(KEY USER NEEDS)
Fans want to feel empowered & have a voice.
Fun & high-energy moments around matches are desirable.
The match is still the main priority, add value without getting in the way.

Business goals help create areas of focus.

Working with internal stakeholders I gathered and summarized key goals for the organization.
(KEY BUSINESS GOALS)
Get users to product detail pages more efficiently.
Tap into a younger, urban consumer target.
Create trust to eliminate consumer hesitation.
Elevate newer product ranges and categories.
Create cross-selling opportunities.
(KEY BUSINESS GOALS)
Increase sign-ups for Insiders loyalty membership program.
Provide additional value to existing paid and free Insiders members.
Identify potential sponsorship opportunities within the app.
Increase app interaction during and after the match.
(03)
Design:
Voting flow

Player of the match voting helped our user needs better support our business goals.

I found that an Insider's account-gated Player-of-the-Match (POTM) voting flow was the best way to support the key business goal of increasing Insider Account sign-ups while providing fans with an exciting new flagship feature of the app.

This approach helped with important business goals & user needs simultaneously.
Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories
(KEY INSIGHTS)
Attaching a high-value energy moment to the Insider sign-up CTA would better convert new users.
Insiders of all levels were given the opportunity to have their voice heard.
Voting announcement push notifications would increase app interaction during and after the match.
User journey document

Once you're an Insider, the voting flow provides user feedback at every step of their decision.

Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories
Mobile App Mockups
(04)
Design:
Stat Logic

I used automated dynamic logic to display relevant stats, creating a better experience for both end users and our internal admins.

For each nominated player, I wanted dynamic logic to display the most relevant stats (based on a player's position and game-specific achievements) that would help a user decide who was most worthy of their vote. The logic used was comprehensive enough to provide relevant information to the users while not creating overly complicated development work.
Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories
User journey document
(05)
Design:
Winner

The voting results are displayed in relevant locations to elevate timely match information.

The user is notified of the winner through a push notification (if their settings allow for them) or they can discover the winner organically from the Home tab or the Match Detail page.

A smaller callout graphic is used on the Home tab to take up less vertical real estate while on the Match Detail page, you will find a more expansive version that highlights the winner with greater emphasis, including their key stats and the percentage of the vote the player received.
Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories
(06)
Results

+ Sponsor Revenue

Increased yearly sponsorship revenue: sold naming rights to sponsor on multi-year deal (Anheuser-Busch).
Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories

Webby Honoree

The app was named a Webby Awards Honoree: Sports Apps and Software.
Reducing cognitive load, allowing them to focus more on exploring products and making purchasing decisions rather than figuring out how to get around.
Allows for curated promotion of new or the most timely relevant sub-categories
View live ↗
View live ↗
(More work)