Project Brief: I received a simple brief of conceptualizing an app for members of Massage Heights to book, rebook, cancel and rate any of their previous or upcoming appointments. Currently members either call up a retreat of their choice to complete the above tasks or use Zenoti's web based appointment booking wizard.
Brief: An Appointment Booking App For Massage Heights
Role: End-To-End Product Design
Team: Design, PM, Engg | Duration: 4months
Outcomes: App Live On AppStore
Founded in 2004, Massage Heights is a franchise based massage company built on a membership model. They makes regular massage and skin therapy affordable, while still providing a five-star service. They have more than 150 upscale Retreats across the United States and Canada.
Discover: 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 we observed the following Pain Points:
Along with these observations, we also analysed the user flows of different B2C apps in the market like movie ticket bookings, food delivery, next day grocery deliveries.
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