India - Startup Unicorn

Zenoti - B2B Business Management platform

B2B web platform SaaS Hospitality Industry


About Zenoti

Zenoti is a technology product-building challenge to solve small, medium, and large-scale spa and saloon chains with managing their businesses operations seamlessly.  www.zenoti.com

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The platform's purpose: Help affiliate staff to analyze and manage their business, allowing users to book and manage their bookings seamlessly.

The Outcome

Soon after the launch, this app got market leader status and became a Unicorn startup within years of its operations.

I Designed a data driven platform enabling efficient real-time insights to tackle business operation challenges such as store management, managing bookings, invoicing, and others.

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Results

Feedback scoreboard collected from reviewers.


30K +

Businesses
Trust

50+

Spread Across
Countries

93%

Satisfaction
Rate

64%

Prefer
App Bookings



Zenoti Highlights

  • VIP guest experience, in store and online
  • Optimal provider engagement and management
  • Expansive revenue opportunities – part of your workflow
  • Comprehensive reporting and analytics
  • Automated retail inventory management
  • Easy billing & payments

NOTE

Shane Evans

Founder & President, Massage Heights

"Heights anticipates doubling our size in the next several years, and it's really important for us to have a software platform that is scalable. Zenoti offers the most robust software to meet our growth needs. That's why we chose Zenoti over other vendors, and we've achieved a 58% growth in online bookings over a period of six months."



Design Process

The strategy has been created based on a design thinking approach where we are paying attention to the introduction phase before starting our work to collect all the problems stakeholders see and users face. After designing another tasting phase was initiated to see if problems were solved effectively.

Research

Through an in-depth literature review and an extensive discovery phase of user research, which included user interviews. I learned that there is a need for a solution that provides centralized and reliable access to guest data, bookings and managing chain of stores.

User interview insights

  • Inconvenience

    Users mentioned that they have to depend on multiple apps to get their business going, like inventory, billing, appointment schedule and maintenance, employee management, sales and marketing.

  • Uninformed about available inventory

    90% of users expressed a desire to access inventory information prior to their customer visit to make informed decisions and potentially avoid unnecessary visits.

  • Unable to manage service bookings

    yet they use different tools to get their job done, they are finding it hard to manage spa, saloon, classes and other vertical bookings for one to multiple (bulk) bookings.

  • Invoicing problems

    Users are getting mixed up with invoicing as they are mostly doing manual sales as freeware does not provide complete billing capabilities.

Ideate

Understanding user needs

User interviews were essential to understanding the current workflow and what information was important at each stage.


When I'm evaluating

  • I want to know the therapists persona details.
  • I want to know what job therapists can perform on a daily basis.
  • I want to know the customer's history of services and trends.
  • I'm building a mental model and comparing it against similar cases.

When I'm deciding

  • I feel confident about my decision.
  • I want to know if the customer is responsive to follow-up questions.
  • I want to see similar cases, and make decisions accordingly.
  • I want others in the decision making team to understand my decision making.

User Profiles

Danica is the people management person. She has many years of experience in this industry and has worked in multiple roles throughout her career, like front office, admin, back office, supervisor and currently as a manager.

Her persona assessment here is for a manager who works on a shift and maintains her store.

User - manager persona
Figure showing Store Manager Persona details

Information Arthitecture

For this project in building information architecture, this was built on top of the basic site mapping and added to both child pages and actions. The addition of number values denotes the priority of pages in the information hierarchy rather than leaning on colors.

Image illustrating Information Architecture designed for Zenoti product


Design & Iterate


Affinity Mapping

With each iteration, I synthesized feedback by plotting and categorizing issues on an affinity map. This helped me make design improvements based on user patterns and key pain points.

Gathering details from mapping user needs, here are some of the key insights listed that played a critical role of solving this problem.


Illustration of Affinity Map

Iterative Learnings

Wireframe designs were iterated upon through usability testing and client feedback, with each iteration improving on design choices and visual hierarchy.

Testing was conducted remotely with local DC participants over Zoom. I was able to observe participants interactions and had them “think aloud” as they navigated through a prototype.

Design

Sketches

The design phase focused on intuitive interface design, seamless navigation, and thoughtful incorporation of user feedback. I initiated the design process with the creation of paper sketch wireframes, which were then transformed into low-fidelity prototypes that helped validate the concept and source the information architecture.

Low & Hi-Fidelity Wireframes

For this project in building information architecture, this was built on top of the basic site mapping and added of both child pages and actions. The addition of number values denotes the priority of pages in the information hierarchy rather than leaning on colors.

Here are the final design mockup's after iterations.

Mockup showing Admin dashboard layout


Mockup showing appointment scheduler


Style Guide

Brand design was done concurrently with wireframe iteration. I gathered logo and brand requirements from the client, and sketched out a number of concepts. I went through two feedback and iteration sessions before deciding on a final logo design.

Final Designs

Brand Identity

Branding Brand design was done concurrently with wireframe iteration. I gathered logo and brand requirement, and sketched out a number of concepts. I went through two feedback and iteration sessions before deciding on a final logo design.


Logo & Imegary

Logo
Initial logo to brand transformation
Imagary
Moodboard imagery was developed to align on brand direction.


Hi-Fidelity Design's

After the results of the usability test, I redesigned the screens with a focus on these factors:
1. Reduce the information overload by simplifying the information into manageable chunks.
2. Improved visual clarity, ensuring users could easily understand and navigate through the interface.
3. Optimize the app for discoverability to ensure users can easily find and explore its features.

01

Admin Dashboard

Users now effortlessly access business metrics, planning their businesses effectively.

02

Marketing Dashboard

Users can track, manage their marketing tools from the marketing home page and boost their reach.

03

Campaign Dashboard

Users can now schedule, track, and enable custom campaigns to improve their marketing activities effectively.

04

Guest Dashboard

Managing guests and end-users was always a problem. With the guest dashboard, users are able to see detailed information and manage guest bookings.

05

Appointment Scheduler

By using the appontment scheuler, users like therapists, front-desk staff and other can book single, bulk appointments seamlessly as the app always shows live information on bookings.