Zenoti - Client Mobile App

Zenoti mobile app is a custom packaged end user facing app that enables customers to book and manage their services all in one place.  www.zenoti.com


Hero Image

Overview

Zenoti mobile app, empowers business customers (B2C) to book and manage the following tasks easily:

  • Customers can login and maintain their bookings.
  • They can set their retreat options for doing quick bookings
  • Users here have options to select theirspecific therapists
  • Access tools to evaluate their own performance and growth.

My Role

My role at Zenoti was to create and build a mobile app that is used to quickly book and manage services. This also involved leading a team of designers to plan and execute a mobile app with a user centric approach by conducting user interviews to understand user needs and design a solution.

The outcome

Let's check the Demo of the live app that covers the service booking flow. You can tap along to login and book a 60 min massage service.

View Prototype

Discover

The Problem

Small, medium, and large-scale business operators in Spa's and Saloon domains find it difficult to manage their appointments and for theit customers. They are currently using Zenoti web-app or web-store to schedule one, This is becoming a big problem.

Goal

Create a B2C app that allows business customers to book & manage & rebook appointments at any retreat of their choice.

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, ideation and implementation in all of our projects.

User - manager persona
Figure showing Double Diamond process

Research

The research phase for this project was centered around data analysis of customer booking and service preference patterns as it was available with Zenoti. Along with the PM, I looked up the last 6 months of customer usage data, and I observed the following pain points:

discovery

Along with these observations, I also analyzed the user flows of different B2C apps in the market, like movie ticket bookings, food delivery, and next day grocery deliveries.

User Interview Insights

  • Timelines

    Existing member, booking a specific service with a therapist of choice at their home retreat. The user expects to complete this service at a specific date within a loosely defined time range.

  • Onboarding a customer

    A new member who has signed up at a retreat, looking to book a new service more than 24 hours in advance.

  • Managing service bookings

    A returning member looking to rebook a service they have recently completed.

  • Invoicing problems

    Member wanting to cancel an upcoming appointment and Member wanting to leave a review for a recently completed appointment.

Scenarios

A few key scenarios of app usage were identified

  • Existing member, booking a specific service with a therapist of choice at their home retreat. The user expects to complete this service at a specific date and loosely defined time range.
  • New member, who has signed up at a Retreat, looking to book a new service more than 24 hours in advance.
  • Returning member, looking to rebook a service they have recently completed.
  • Member wanting to cancel an upcoming appointment.
  • Member wanting to leave a review for a recently completed appointment.

Ideate

Understanding users needs

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


When I'm Evaluating

  • I wanted to know what services the customer was rebooking each time.
  • I want to know what addon's customers are adding along with a service.
  • I want to know how many do not book services, not more than their membership points.
  • I want to know how many customers choose their therapist before or at the time of booking.
  • I want to know if bookings created by customers are different from their base locations?
  • How do advanced customers book their service? less than 24 hours?

When I'm Deciding

  • I feel confident about my decision making.
  • I see customers feel confident enough to pay after taking their service.
  • 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.
  • I'm building a mental model and comparing it against similar cases.

sketching
Snapshort of sketching solution
ideation
picture showing idea generation on mobile app

Refinement

Using a paper prototype, I tested the initial flow of the app internally. This highlighted the lack of visibility of the previously booked services on the home page. Thus, I created the "Quick Book" feature and brought it up top on the home page. This allows members to rebook 1 of their last five appointments by capturing all their details, available upcoming time slots, and yet providing the functionality to make minor edits. I explored a few layout options for these Quick Book cards.

Defining the main flow of booking an appointment with all variables was the hardest. It had many steps, and the team could almost never agree on the amount of flexibility provided to the user. I explored a number of flows to establish the final layout of the home screen and some other key screens.

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, user goals. From there, I was able to build the corresponding user flows, illustrating the process for completing a task and reaching the goal.

iterations
Image illustrating: iterations

Design explorations started early on in the project in order to work out user flows. Initial exploration was chaotic and stuffed with features on the home page. With every review with the PM or manager, I refined the homepage and dissolved features in subsequent steps to create a proper booking flow. By doing this, I had a clear direction for the wireframes and flow.

flow
Image illustrating: refinements in the flow

Information Arthitecture

For this project in building information architecture, this was built on top of the basic site mapping and added in 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

Taking the product from idea to reality in 4 short months, I designed the app keeping in mind that members can utilize their services seamlessly at any retreat across the country. The app allows complete flexibility for the user to select aspects of their next appointment. Choosing from a number of services with a desired therapist for each and a range of add-ons to select from, users can choose an appointment time up to 3 months in advance.

Deliver

After finalizing the UX flows and design features with the clients, the developers, and the project management team, I worked on the visual designs. I created icon libraries, color palettes, buttons, etc., along with providing all the required assets to the developers for production.

Low & Hi-Fidelity Wireframes

For this project in building information architecture, this was built on top of the basic site mapping and added in 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.

Mockup showing the complete booking flow

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 have them “think aloud” as they navigated through a prototype.

Style Guide

Brand design was done concurrently with the 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

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 easily find and explore its features.

Mockup showing the complete booking flow


Conclusion

Soon after its launch, this app gained 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 operations challenges such as store management, managing bookings, invoicing and others.

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