Enhancing Customer Experience for Temple Day Spa
Project Overview
The Temple Day Spa mobile app, built as part of the GotBookings suite, aims to provide an engaging experience for spa-goers by offering a seamless way to book appointments, purchase products, and enjoy exclusive rewards. The app is designed to encourage repeat visits with features like gamification, VIP subscriptions, and constant discounts, keeping users engaged and incentivized to keep coming back.
Key Features:
• Appointment Booking: Schedule sessions for any of the therapies offered by the spa.
• Rewards System: Users earn points with every booking or purchase, which can be redeemed for discounts.
• Product Purchases: Buy products for pickup or delivery, including the option to purchase gift cards.
• VIP Subscription: Access exclusive discounts and promotions for VIP members.
• Notifications & Special Offers: Receive updates on discounts, offers, and promotions to keep users engaged.
Target Audience:
Spa regulars, or customers who frequently visit Temple Day Spa, and who are looking for a more convenient and rewarding way to engage with the spa’s services.
Problem Statement
Temple Day Spa aimed to create a mobile app that would drive customer retention and engagement by offering users a more convenient way to interact with the spa. The primary challenge was to provide a “hook”—incentives like rewards, discounts, and notifications—to encourage users to consistently return, book more appointments, and purchase products.
My Role
As the UX/UI Designer, I was responsible for designing the mobile app’s user interface and user experience. I worked closely with the development team and the general manager to ensure the app met business goals and user needs.
I collaborated with:
• Full-stack Developer
• Frontend Developer
• General Manager
• Backend Developer (for the reward system integration)
🚀 Design Process
1. Research & Ideation:
• Conducted research to understand how users interact with similar spa and booking apps. Focused on identifying key pain points and best practices for creating a frictionless experience.
• Ideated on how we could integrate gamification to keep users engaged through rewards and notifications.
2. Wireframing & Prototyping:
• Created wireframes for the app’s key features such as appointment booking, product purchasing, and rewards redemption.
• Developed an interactive prototype to visualize the user flow and test the core interactions.
3. UI Design:
• Designed the final UI, staying true to the spa’s aesthetic, even with non-traditional choices such as serif typography and unique color choices. These design elements weren’t conventional for mobile displays, but they successfully conveyed the luxury and premium experience the spa wanted to provide.
4. Testing & Refining:
• Conducted user testing to validate the design, focusing on how easily users could book appointments, make purchases, and navigate through the rewards system.
• Refined the app’s flow based on user feedback to ensure intuitive interactions and minimize friction.
Challenges & Solutions
Challenge 1: Non-Traditional Design Choices
The spa wanted a distinct, premium feel for their mobile app, which meant using serif fonts and color schemes that aren’t typically associated with digital interfaces. This presented a challenge in maintaining readability and legibility on smaller mobile screens.
Solution:
• Ensured high contrast between text and background to improve readability.
• Carefully tested these design choices with real users to make sure they didn’t hinder the user experience, making adjustments where needed.
Challenge 2: Integrating the Rewards System
The app’s rewards system needed to be tightly integrated with the web platform’s backend. This involved working with the backend developer to ensure real-time data synchronization between the app’s features (booking, rewards, product purchases) and the system managing user points and discounts.
Solution:
• Collaborated closely with the backend developer to establish a seamless integration, ensuring that all user interactions on the app, like earning points or redeeming rewards, were smoothly reflected in both the mobile app and web platform.
Outcome
The GotBookings mobile app was designed and developed but has not yet been launched, so there are no metrics or feedback available yet. However, the app is expected to provide Temple Day Spa with a new platform for customer engagement, offering features that will drive loyalty and increase repeat visits once live.
Key Takeaways
• Creating a non-traditional mobile design while maintaining usability required close attention to visual hierarchy and legibility.
• Collaboration with the backend developer was critical for ensuring a smooth integration of the rewards system.
• Early user testing and feedback were essential to refining the app’s functionality and ensuring ease of use.
Visuals
