UX Research : IKON

Project Overview

The Ikon Pass app connects users with ski adventures worldwide, offering a seamless experience for pass holders to maximize their season. The project focused on enhancing the app to better serve its users. The design challenge was to research and develop or refine a feature within the existing product that catered to unmet user needs.
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• UX Researcher & UX Designer | 1 month
• Services: UX Research | Brand Strategy | UX Design
• Industry: Outdoor Recreation

Pain Point

Ikon Pass users frequently struggled with the “friends” feature, finding it cumbersome and unintuitive, which limited real-time coordination and communication during ski trips.

Process

I conducted in-depth interviews with diverse pass holders, surveys, usability tests, competitor analysis, and user journey mapping to uncover pain points and opportunities. The redesign focused on accessibility, intuitive navigation, seamless integration, and scalability—ensuring real-time communication, privacy controls, and cross-platform consistency for users with small or large social networks.

Outcome

The redesigned “friends” feature functions as an always-accessible contact directory, streamlining connection and coordination for all pass holders. The improvements addressed top user pain points, enhancing satisfaction and engagement for hundreds of daily app users and helping them maximize their ski adventures both on and off the mountain.

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