Zenoti: Cloud Software for salons, spas

Zenoti is a technology platform to manage small, medium, and large-scale chains.  www.zenoti.com


Hero Image

Overview

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

Its main idea is to provide a catered solution where all their business needs are met.

My Role

I was called in to join this journey of building this product idea, I was the first designer to join zenoti and was responsible for creating design experiences for mobile app, web app and more. I have divided this project into four iterative phases namely: research, ideate, design, test & iterate.

Discover

The Problem

Small, medium, and large-scale business operators in Spa's and Saloon domains find it difficult to manage their businesses by using the freeware available and/or opting for costly POS software. Additionally, they need to rely on multiple other ways to manage their bookings, maintain their store inventory and managing employees. This is becoming a big problem.

Design Process

My process at Zenoti is based on the Double Diamond Theory and the Lean UX process. I aim to incorporate the key phases of discovery, definition, ideate and implementation in all of our projects.

User - manager persona
Figure showing Double Diamond process

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

User goals, tasks & actions

Based on the key insights gathered from the user interviews, I have determined user stories and user goals. From there, I was able to build the corresponding user flows, illustrating the process for completing a task and reaching the goal.

Journey Map
Image illustrating - journey mapping
Affinity Mapping
Image illustrating - user affinity map
User flow
Image illustrating - user flow

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

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.

Mockup showing Admin dashboard layout


Mockup showing appointment scheduler


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.

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.



Conclusion

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

Outcome

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.

Feedback scoreboard collected from reviewers.
Conslution Visuals Design Tasks Ideate Discover Title