Spa Tablet App

Spas across the United States service over 184 million guests per year. What this means for front desk spa staff is that they have to constantly juggle multiple hats, including offering customer service and support while also doing administrative work. With the amount of customers they greet per day, it’s difficult to find opportunities to upsell and also ensurethey complete all other responsibilities at record speed. For this reason, I worked with my client to create a solution that would help address this issue.

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

To create a product that would reduce front desk processing times while also allowing staff to upsell more products and services.

THE SOLUTION

A portable appointment booking application that would have easy user adoption and easy access to booking calendar, customer profiles, and dashboard.

SUCCESS METRICS

We aim to reduce front desk appointment booking times by 50%
We aim to reduce new customer account creation times by 66%
We aim to reduce client support times with intuitive design and helpful user documentation
We aim to have 100% user adoption rate from existing customers

DISCOVERY

Before we had any idea of what we had to build, we took it upon ourselves to to understand what were the biggest user pain points. We sought data from multiple means, including Zendesk tickets, JIRA stories, and speaking to internal stakeholders. Through all this, we discovered an overwhelming request for the following things:

Simple and intuitive features to book an appointment
Remote ways to check in guests, book appointments, and service them
Single way to perform an action

RESEARCH

For this step, we conducted research on our competitors to understand how they’ve solved this problem. We found several major commonalities in the types of features they used and key differentiators. Through all this, we were able to determine the MVP feature list and three major user journey’s

A spa Front Desk user books a guest in for an appointment.
A spa Front Desk user checks in a guest to their appointment.
A spa Front Desk user creates a new guest profile on the Tablet Web App.

BRAINSTORM

To meet our project deadlines, I opted for quick pencile sketches illustrate the finer details of the product, which were quickly translated into high-fidelity mockups.

STYLE GUIDE

Style guides were defined in order to help guide the creative direction of the product. This helped me design the product more seamlessly since it helped me anticipate all the stylistic and functional requirements.

CALENDAR

The calendar is the central place where spa staff can book appointments, check in guests, and see more details about a guest's appointment.

BOOK APPOINTMENT

The appointment booking flow is fairly simple - with just three steps to complete, including: Customer, technician, and service selection, Appointment flags and notes, and finally a confirmation page.

CUSTOMER PROFILE

The customer profile is designed to highlight all core information that a spa staff would need to see, including general information, any appointment notes, and upcoming and past appointments.

DASHBOARD

The dashboard has been specifically designed for Spa Executives who wish to log into the app to look at a specific day or location's sales.

THE RESULT

Although this product is currently in development, we have high hopes for it once launched. We have worked tirelessly to identify user pain points and hope that it’s been well address with the new product design. Overall, this project has been a very good learning experience for myself and the team. Although there were some initial challenges with defining the project goals and settling on an MVP, I believe that the data we gathered helped push us in the right direction.