Booking Experience

Pioneering a new era of service design.

CLIENT

Urban Massage

SERVICES

User Experience Design,
Digital Design, Strategy

Introduction

Connecting customers to service.

Urban Massage is the new way for people to book and experience a professional massage at home, work or hotel. It seamlessly connects the customers to the massage they want and when they want it. It presents how massages should be – affordable, expert, tailored and delivered to customers.

Our relationship with Urban Massage started with a message from the CEO @JackCKTang. At this point Urban Massage were a 'later' stage start up, having developed an initial application and built a solid customer base. After a few emails and calls, we decided to jump on flight and flew up to London to meet the team. We spent a few days in the Urban Massage offices running through wireframes and ux strategy. They were at a stage where they wanted to improve their desktop experience, so we started by looking at the booking flow. 

USER EXPERIENCE DESIGN

Working through the knots.

Throughout the research phase, we found that allowing the user to focus on individual sections of the booking process was a more efficient way of gathering booking information. By breaking the journey up in to manageble steps, we avoid asking the user for too many details as well as easing the user flow whilst still aiming for faster conversion.  

We wanted to create a desktop experience that followed a helpful and efficient booking flow. There were a few key elements that we really wanted to consider when designing the booking process. 

  • Transparent and visible booking summary at all times
  • Dynamic summary information
  • A focus on modular entry information
  • Vertical transitions and clear progress
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BOOKING PROCESS DESIGN

Applying a modern interface.

Throughout the research phase, we found that allowing the user to focus on individual sections of the booking process was a more efficient way of gathering booking information. By breaking the journey up in to manageble steps, we avoid asking the user for too many details as well as easing the user flow whilst still aiming for faster conversion.  

MOBILE APPLICATION

Transparency and peace of mind.

Creating a transparent booking process was also integrated within mobile design. By using device gestures we designed a smooth and accessible booking review. Designing this functionality to integrate within the current application wasn't a straight forward task, we had to review the current application and devise a clear and seamless strategy for release within the next application IOS and Android software update.

Enabling touch device gestures.

A simple and visible drag up booking review that updates dynamically as order information is gathered. IOS and Android devices allowed us to utilise touch functionality and produce a static piece of functionality that is constantly availble throughout the booking process. 

 

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Retrospective

Creating product team partnerships.

Intergrating a product design team with an established software service is not always straight forward, to be honest it can sometimes be harder we'd like. We aim to act as an extended team for our clients, allowing us to analyse and understand the way their customers use the application. Many companies like to approach product design with the mentality that they already know what their users want, this can more often than not lead to misinformed decisions within the product design. Urban Massage maintain a very comprehensive grip on their customers needs and it was great to see that this was information that had clearly been made transparent through members of staff and founders, as a result making our process more engaging and the solution even better.