LINMO, a mobile app for booking wellness and fitness classes, approached me with a challenge: to better understand how new users experience the app during their first visit. Key questions were: Are the payment options clear? Do users understand how to book? Are they confident in what they're signing up for?

I ran a moderated usability study with participants who had never used the app before but were interested in fitness/wellness classes. In 30-minute sessions, I asked each participant to explore the app and try booking a class. This revealed some friction points in the experience.

What I discovered:

• Filters were frustrating. Users often scrolled instead of filtering, mainly because filters sometimes returned no results without explanation.

• Language was inconsistent. Some class descriptions mixed Spanish and English, making it unclear what language the class would be taught in.

• Pricing was confusing. Participants didn’t always understand whether prices were weekly or monthly, or how the in-app wallet and credits worked.

What I recommended:

• Make filters smarter and more visible - grey out options with no results, and keep filters accessible while scrolling.

• Clearly display the language of each class, and offer consistent translations across all content.

• Improve transparency around pricing and wallet usage so users know exactly what they’re paying and getting.

Next Steps:

LINMO has already begun implementing changes, such as additional explanation around credits (middle image below). Future research could include:

• Testing changes with new users

• Running a similar study with class organisers

• Competitor usability benchmarking

This study helped LINMO see their app through the eyes of first-time users and gave them a roadmap to ensure their app can match demand as they scale.