Adding IOS app feature
Apr 2021
UX/UI Designer
Project Manager, Admin Team, Developers
As the world’s #1 destination for beauty and wellness bookings, users can browse and book their favorite treatments and services with over 50,000 businesses and 150,000 professionals in over 120 countries worldwide. The 24/7 booking platform lets users book at a time that suits them and at a price that suits their budget, and the reliable customer reviews will help the user decide which service or venue works for them.
Our client is a beauty salon which is using Fresha as the appointment booking system for internal use (Fresha also provides the platform for user who wants to book beauty services), which may consider applying some Fresha UI interface and features to its existing system.
It is very time consuming and too many manually key in which increased human error (like typo or missing info).
Due to missing seamless waitlist feature, users will have to
1. exit the existing booking page
2. head to the setting page to look up the SEARCH button
3. manually key in the customer’ info to look up the previous or upcoming appointment details
(The images are blurred to hide the identity information)
(The images are blurred to hide the identity information)
Create an appointment with the name “Waiting List” and put the customer info (name and phone number) and special request in the appointment notes.
1. Users will have to click each waiting list to review customer info to be able to contact customer or review additional information.
2. Waiting list appointments are under the same name. If customer wants to come with friends, it is hard to identify which appointment is related to this specific customer.
Fresha for business encourages users to use the “Blocked Time” feature as the workaround to solve waitlist feature.
1. Customer info and details will be noted under the Description box. There is no format or template for “Required info” such as name, phone number, service details, appointment day and time, which may cause the users forget to collect these important information.
2. If a customer only available for a specific day and time (like every TUE and THU after 5pm), users will have to go back to check the waitlist manually, which may lose potential waitlist to fill up the empty slot.
(The images are blurred to hide the identity information)
Brainstorming
Sitemap
User Flow
Concept Testing
Journey Map
Competitor Analysis
Persona
UI Kit
Featured Design
Sketch
Wireframe
Hi-fi Prototype
User Interview
Based on a few conversations with the target users and reviews the Fresha voting comments, here are the following Research Goals for this project:
Through Our team would like to understand the user preference, need, pain point and motivation before sketching the new feature:
* What information do users need when managing waitlist customers?
* How do users manage the walk-in customer if they are fully booked?
* What will users do if customers have special availability requests?
* How does the waitlist better manage the business’s traffic?
* What existing waitlist method do the target users use?
* Why do users choose to use the existing waitlist method over the others?
We have conducted a user interview with a nail salon manager to understand how frustrated it would be if an appointment booking system is missing a waitlist feature.
Key Takeaways:
- Be able to add the waitlist on different interfaces within the application
- An individual waitlist management page to review the waitlist
- Support multiple locations and request the specific service technician
1. Add a waitlist on the "NEW APPOINTMENT" page
eg. After filling up all the customer information while creating a new appointment, users find out the expected date is fully booked. In this case, users prefer to add the waitlist directly on the page.
2. Add a waitlist using the original "ADD NEW" CTA button
eg. If users know the expected date is fully booked (like weekends are usually fully booked a week before), users don't need to add the waitlist through the Add new appointment page.
3. Add a waitlist using "WAITLIST MANAGEMENT" CTA button
eg. Instead of creating a waitlist using the existing "ADD NEW" CTA button and going through all the options (New appointment, New blocked time, New sale, etc), users prefer to have a separate page or CTA button to add a waitlist.
For more inforation, please visit Fresha For Business.
