Simplifying Salon Visits: Improving the Mass Booking Flow UX

How It Started

Klips, a salon management company, approached me with a pressing need to revamp their booking experience. They aimed to create a more intuitive and seamless process for their users. Their existing booking flow was cumbersome, leading to user frustration and high drop-off rates. My mission was to analyse, redesign, and enhance their booking UX to simplify salon visits for their clients.

Context

Klips offers a comprehensive suite of services for salon management, including scheduling, client management, and business analytics. Their primary product, the Klips Booking app, connects customers with salons, allowing them to book appointments, choose stylists, and select services effortlessly. With an expanding user base, Klips needed a UX overhaul to maintain their competitive edge and ensure customer satisfaction.

Challenges

The existing booking flow had several issues:

Onboarding Issues: New users faced difficulties understanding how to use the app effectively, leading to high drop-off rates during the onboarding process.
Complex Navigation: Users found it difficult to navigate through multiple screens to complete a booking.
Overwhelming Options: The abundance of choices without proper categorisation confused users, making it hard for them to find the services or stylists they wanted.
Lack of Personalisation: Users couldn’t easily find their preferred stylists or services based on their previous bookings.
Inefficient Feedback Loop: There was no streamlined way for users to provide feedback or for the system to learn from their preferences.

Solution

The existing booking flow had several issues:

Improved Onboarding: Designed a more intuitive onboarding process to help new users understand how to use the app effectively, reducing drop-off rates and enhancing user engagement from the start.
Streamlined Navigation: Simplifying the steps required to complete a booking.
Enhanced Categorisation: Organising services and stylists in a user-friendly manner.
Personalised Recommendations: Creating a friendly experience by recommending services to users based on their locality. Additionally, users could search for their preferred providers or stylists, ensuring they can always find what they need.
Feedback Integration: Incorporating an easy-to-use feedback system to continuously improve the user experience.