Spa Service Booking App

As technology becomes evermore advanced, more and more people are turning to their mobile phones to complete routine chores; booking spa appointments is no exception to this either. Although the concept of booking appointments online is no stranger to most people, the concept of a dedicated mobile booking experience is still a very foreign concept to users. The purpose of the mobile booking app is to allow people to book spa treatments on-the-go and not need to make in-person or over the phone appointments.

To comply with my NDA, I have removed and modified confidential information in this case study. Any information in here is my own and does not necessarily reflect the views of my client.

THE CHALLENGE

Design a spa booking solution that connects users to a dedicated mobile experience whenever they are browsing on their phones.

THE SOLUTION

A customizable UI framework that can be adjusted to work with any Spa business brands so an appointment booking solution.

RESEARCH

To understand the problem more thoroughly, my team and I worked closely to identify the biggest user pain points that exist at the moment with online booking experiences. In our research, we logged these experiences into journey maps to find common themes. Through all this, we were able to identify 6 common journeys by which users went through when booking appointments online:

The browsing user flow
The checkout user flow
The sign in/register user flow
Accounts management user flow
Settings/preferences user flow

BRAINSTORM

To meet our project deadlines, I opted for designing high fidelity wireframes to illustrate the finer details of the booking flow that low-fidelity or pencil sketches would not be able to show.

Browsing services

The Browse Services pages allow a user to see all service types availablle at a spa. Users can click into each category to see more services offered and choose to add service to cart.

CHECKOUT

The Checkout flow has 3 simple steps: Find Appointment Availability, Confirm Details, and Guarantee Booking.

ACCOUNT MANAGEMENT

The Accounts page allows a user to manage their account information and appointments. Users can update their personal information or simply keeping track of their upcoming and past appointments.

LOGIN & REGISTRATION

The Login/Registration pages allow a user to easily sign into their account, register, or reset their password. Users who wish to not create an account can also book their appointments as a guest.

DEVELOPMENT

Detailed style guides were created for the purpose of Development handoff. This helped our developers anticipate design needs and requirements.

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Helvetica-Neue

Primary Font

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Arial

Secondary Font

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THE RESULT

$230K+

Within two months of launch, sales reached more than $230k across 10 major clients.

28K

The app welcomed over 28,000 new users within the span of 2 months.

4K

Over 4,000 users converted to mobile online booking since launch.

Since launch, the Spa Service Booking App has been adopted by many of my client's top customers and has been met with astounding results. Coming out from this project, I learned a great deal about creating better user flows through user journeys, which helped me pinpoint areas that needed more work.