About the project

Booksy is a popular booking platform in the beauty and wellness industry, but salon owners face financial losses due to clients frequently not showing up or canceling appointments last minute.

my role
Research
UX/UI Design
time
Jan - July 2024

about the project

"No-shows happen at least once or twice a week, and it’s incredibly frustrating because I can’t fill those slots at the last minute."
Every salon owner knows the frustration of last-minute cancellations, leading to lost revenue and wasted time.

In this project, I designed a solution for Booksy Biz to reduce cancellations by tackling the root causes – from unreliable clients to ineffective reminders.

My goal was to turn this challenge into an opportunity for salon owners to reclaim control and profitability.

the challenge
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Salon owners face an average of 20% revenue loss due to last-minute cancellations and no-shows. This affects their ability to trust booking platforms like Booksy Biz, pushing them to explore alternative solutions.

To address this, I focused on creating tools to enhance client reliability, minimize gaps in schedules, and ultimately improve user satisfaction with the platform.

the goal
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reduce last-minute cancellations by 20%
increase user retention by 10%

To achieve this, I introduced features like cancellation fees, client reliability profiles, and automated reminders.

These solutions aimed to:
- Improve transparency and trust in Booksy Biz.
- Enhance client communication to minimize no-shows.
- Empower salon owners to manage schedules more effectively.

design process

1. EMPHASISE

In Depth Interviews

To deeply understand the challenges faced by salon owners, I conducted 10 in-depth interviews. These conversations revealed recurring issues like unreliable clients, financial losses from no-shows, and the lack of tools to identify client reliability. The insights gathered laid the foundation for designing solutions that directly address these pain points.
3. How often do clients cancel appointments at the last minute or fail to show up at all?
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4. What are the consequences for your business when clients miss their appointments?
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5. What steps do you take to minimize the number of canceled appointments?
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6. How do you verify the reliability of new clients making reservations?

8. How could additional information about clients help you manage your business?


2. ANALYSIS

Affinity Diagram

To synthesize findings from in-depth interviews, I created an affinity diagram. This method allowed me to group recurring issues into key categories, helping to identify focus areas for ideation. The key themes included:

‍Unreliable Clients: Frequent no-shows and cancellations caused financial losses and scheduling disruptions.
‍Ineffective Communication: Many clients forget appointments despite reminders.
‍Lack of Transparency: Salon owners struggle to assess client reliability due to insufficient data.

How Might We

Based on insights from in-depth interviews and the affinity diagram, I formulated key 'How Might We' questions to reframe the challenges salon owners face. This approach allowed me to explore creative opportunities for addressing their pain points and aligning solutions with both user needs and business goals.

Jobs to be done

To translate the insights from in-depth interviews into actionable user needs, I applied the Jobs to Be Done framework. This approach helped clarify what salon owners were trying to achieve in specific scenarios, focusing on their goals and motivations rather than just their problems. The following key jobs emerged from the analysis.

This JTBD guided the ideation phase, ensuring that the proposed solutions directly addressed the needs of salon owners while aligning with their business goals.

North Star Metric

The North Star Metric for this project was defined as increasing the number of completed appointments. This metric reflects the dual priorities of salon owners and Booksy Biz. This metric acted as a guiding principle throughout the project.

Summary

- Identified key challenges faced by salon owners, such as unreliable clients, frequent cancellations, and ineffective communication.
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- Clearly defined user goals, including minimizing disruptions and improving client reliability to reduce financial losses.
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- Established a clear focus on increasing completed appointments to address user frustrations and drive business success.

3. IDEATE

Brainstorming

During the ideation phase, I generated a variety of ideas to address the core challenges identified in the research phase. Each idea was tied to specific 'How Might We' questions, ensuring a direct focus on solving user pain points. These ideas tackled issues such as reducing no-shows, improving client communication, and enabling salon owners to verify client reliability.

Mind Map

To structure the brainstorming results, I grouped the generated ideas into three key categories: Technology Solutions, Policy Changes, and Client Engagement. This helped prioritize themes and align potential solutions with the project’s overarching goal of increasing completed appointments.

Importance-Difficulty Matrix

I used this matrix to evaluate the generated ideas based on their potential impact and implementation feasibility. This approach ensured that we focused on high-impact, practical solutions to address user needs efficiently. Key ideas like the Client Rating System and Automated Reminders were prioritized for their ability to directly reduce no-shows and improve client reliability.

Summary

Based on the matrix analysis, I selected the most impactful and feasible ideas, such eg.
- the client rating system: Improves reliability by allowing salon owners to assess clients’ trustworthiness.
- automated Reminders: Enhances communication and minimizes the likelihood of no-shows.

These ideas directly address the primary goal of reducing cancellations by 20% while being practical to implement within the project scope

4. PROTOTYPE

Wireframes

accept  upcoming  reservation  flow

leave  a  review  flow

Design System

typography

colors

buttons

icons

components

Final Design

Cancellation History

Take a look at the IDs around your customer avatars. Green means a good opinion, red means that the customer was not always trustworthy.



Check their history in their profiles, see how many appointments they’ve declined, and read overall reviews to make informed decisions.



Customizable Home Screen

Organize your schedule and upcoming appointments effortlessly with a new customizable home screen. Adjust widgets to fit your needs and stay on top of your daily tasks efficiently.

Deposit Requirement

Ensure commitment by requiring pre-payment from new customers or those who have canceled last-minute three or more times. Reduce losses and protect your business from unreliable bookings.

Do you know your customers? Mark them as 'trusted' and allow them to freely schedule meetings with you!

Client Rating System

Enable salon owners to rate clients based on punctuality, communication, and reliability. This system helps identify trustworthy clients, reducing no-shows and cancellations.

Double-Confirmation 
+ Visual Reminders

Send friendly, personalized reminders a few days before the appointment. Clients must confirm within 24 hours to keep their booking, reducing no-shows effectively.
These final designs showcase a suite of features tailored to address the key challenges faced by salon owners: unreliable clients, frequent cancellations, and inefficient appointment management. By implementing solutions like the Client Rating System, personalized reminders, and customizable home screens, the design not only enhances reliability but also creates a seamless user experience that supports salon owners in their daily operations.
‍Key Takeaways:- Understanding the root causes of client unreliability and cancellations allowed for the creation of solutions that directly address user needs and improve business outcomes.
- Iterative design, guided by user insights and measurable goals, proved critical in developing practical and impactful features.
- Building trust through transparent client profiles and proactive communication can significantly enhance user retention and loyalty.

These insights emphasize the importance of combining user-centered design with business objectives to deliver solutions that drive real value.
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