Mobile App
Business App
What is business app
The business app serves as a mobile-friendly iteration of the core product, focusing on a streamlined experience by incorporating only essential features frequently utilized in users' daily activities. Specifically, it prioritizes key functions such as appointment and class booking, point of sale transactions, and the quick summarization of daily or weekly activities. These targeted areas cater to the needs of studio owners and staff, aligning with their regular usage patterns.
Problem
Business owners waste time managing appointments with outdated software like Mindbody. This frustrates them and stops them from growing their business and giving great service. We found problems in the booking process from past research and user reviews. A review of the user experience also showed issues with how appointments are handled.
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The App is outdated and hasn't been properly updated in ten years. Plus, the way users navigate through it is difficult and not easy to understand.
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Lot of missing scheduling & point of sales features that competitors offer.
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Customising the software to meet diverse business needs is challenging and time-consuming.
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Annually, there are 35,000 support contacts related to scheduling, which collectively consume 12,000 hours (or 500 days) of both customer and support team time.
Problem
Mindbody decided to overhaul their entire software package, including the mobile app. This overhaul involves simplifying complex workflows, improving backend performance, and introducing a modern interface. Based on that we discussed & brainstorm around different strategies & solution to achieve this, here is the summary what we wants to achieve
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Make it simpler to handle appointment from booking to checkouts.
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Make the interface look better and easier to use, especially for people with disabilities.
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Cut in half the number of calls to customer support about scheduling.
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Cut the time it takes to book from 1 minutes to less than 30 sec,
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Help customers have more time for their own work and clients. & also reduce churn rate
My Role & Responsibilities
As the product designer for the business app team, my responsibility involved elevating the fundamental user experience by leading a comprehensive overhaul of the design. This required deep understanding of the complex existing app and uncovering the challenges of our customer base.
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Designing end to end user flows, wireframes and high fidelity designs
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Coordinating with the research team on plans for necessary interviews and data needed.
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Provide high fidelity prototypes used in research sessions to gather user feedback
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Collaborate with the product and engineering teams on strategy and feature parody
Design Process
Discovery
Qualitative Insights
Following a thorough review of qualitative data, including NPS scores, feedback from various sources such as app stores, and insights gathered from user interviews, we have identified numerous valuable insights. These insights have enabled us to discern patterns, pinpoint key pain points, and understand the specific expectations of both staff and owners regarding the business app.
Top Insights
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Improve calendar visibility and navigation.
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Synchronize data between the web and app interfaces effectively.
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Improve user interface for data sharing between studios.
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Optimize location switching to streamline scheduling.
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Recurring, Add-ons, Rescheduling, Class sign-in, Push notifications
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Reduce the steps of appointment booking
Quantitative Analysis
In our quantitative research, we thoroughly analyzed competitors in the industry to understand their strengths and weaknesses. We found various apps catering to both direct and indirect needs of industry verticals. After closely examining these apps, we pinpointed our current position in the market and identified our future direction. Ref from pendo & looker
Top Insights
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No of users on daily and weekly basis for app is more than core.
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Six times more staff access iOS platform compared to Android platform.
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Number of appointments booked on app is 200k weekly.
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Top viewed page is calendar with 5M+ weekly views.
Define
Define
Persona & Empathy
Creating user personas is crucial for ensuring a deep understanding of the target audience, each with distinct needs. In our current business setup, we've identified three main personas: the business owner, staff members, and front desk personnel. While our business app primarily caters to the requirements of staff and owners, all three personas play a vital role in shaping our product development strategy.
Journey Map
The business app effectively meets the needs of both owners and staff, offering essential features for day-to-day operations. However, the complexity of processes, outdated backend systems, and slow processing create friction, leading to frustration among users. Additionally, the app's outdated design and flow pose challenges for new staff and owners who expect a more modern and intuitive user experience.
Key Insights
Following an in-depth examination of business requirements, customer pain points, and interviews, we've uncovered a wealth of key insights essential for guiding our redesign process. Additionally, by leveraging personas and journey maps, we've gained valuable insights into users' daily tasks and identified areas ripe for improvement.
Ideate
Brainstorming sessions
We held whiteboarding sessions with key stakeholders to brainstorm ideas. These sessions encouraged us to explore both practical and unconventional ideas, resulting in a wealth of innovative solutions.
Site Map
