Designing an intuitive booking service
UniversAtma offers holistic therapy sessions on site or
remotely.
It is for any adult experiencing concern
about his/her well being. Holistic Therapy focuses on the root of
the problem to help people heal and find balance.
The
goal is to create an intuitive and fast booking process in a
stress free user experience.
The website does not offer any booking facilities, and the content and navigation of are confusing and unclear.
Creating a simple and intuitive booking service including the payment facilities, and guiding the user through the processThe solution should reflect trust andprofessionalism while establishing a calm and serene ambiance.
The founders of UniversAtma wanted to enable users to book
sessions using the website and make the website easier to use and
more intuitive, as it was too cluthered, displaying too much
informations to the user.
They wanted a solution that
reflects calm and serenity. Users should not struggle accessing
the informations they are looking for, especially regarding the
booking process.
I discussed with the founders and
conducted a couple of interviews with current users to understand
the pain points they are experiencing
I gathered the
informations and used different methods such as empathy map,
personas, user stories, user journey maps to define the main pain
points. I checked what other similar companies managed their
services online, especially regarding the booking process. Those
steps allowed me to have a better undersanding of the business and
the users needs
I organise a brainstorming phase with the founders of the company based on the major pain points, where we discussed the different potential solutions for every case. The competitive audit along with individual and collective brainstorming helped generate many potential solutions. I then used the Moscow method to prioritize them, in agreement with the founders.
Homepage :
Make a visible Call to Action on
the homepage
Login :
Check out as a guest : easy and
saves time (automatically creates one after first booking) no need
to have to choose a password. It reduces friction, especially
handy for mobile users
Booking landing page :
Input datas :
Booking landing page :
Booking landing page :
Homepage, booking page :
first usability testing was conducted on desktop. Usability testing
was unmoderated and set up for 3 participants, located in France for
a duration between 10 and 15 minutes each.
The results
showed some valuable insights :
1-no options to update datas at the summary page before
payment
If the users have to make any changes at the summary page before
the payment, the only way is to go back look for the related step
and apply the change.
Suggestion : add
an edit button at the top of the summary page to allow either to
update the booking sessions such as the therapist, the session, the
date and time, or the user’s datas, in case a mistake was made.
2-Payment facilities on mobile :
At the moment the only options available are by card (visa or
mastercard) or paypal. The booking will be quick if the card is
already registered. If not, it might be quite tricky especially if
users are outside, on the move, or in any place where it is not
handy and convenient to use your credit card.
Suggestion
: Have the option to also pay by Google Pay or Apple Pay
3-Issues finding the free call option on the homepage :
Free call option was first located at the bottom of the homepage.
findind this option was confusing. When searching the option to
call, users go straight to book a session, and dont find the free
call option.
Suggestion : After
discussing with the stakeholders, we decided to include the free
call option whenever the user select an onsite session for the first
time. In this case it is better to chat with the user to properly
prepare the session.
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After the first usability testing and improvements made, The
redesign met expectations and was well received by both founders and
the users testing the prototypes.
Next step is to
implement the booking section with basic functionalities, and slowly
add up new features into it.
As the focus was mainly on
the designing an intuitive booking section adapted to the company’s
services, some valuable tasks, that can be considered for future
iterations, were discussed and considered as non priority at the
moment such as including a smart calendar syncing, allow
notifications, offer extra services for subscribers with regular
helpful content to build a community, use the booking section as a
landing landing page for a sales funnel campaign.
