A feature designed to prevent revenue losses for businesses from no-shows.
UX/UI Design
AUG 2022 - OCT 2022
WishMobile
Beautinq is a CRM software designed specifically for the beauty and wellness industry, unifying appointment management, store operations, and customer relationship development. Currently, it serves 800+ beauty businesses and 2000 professionals in Taiwan.
Through our observations, it has come to our attention that a number of users are using social media platforms as a means to secure deposits from customers through money transfers in response to the challenges posed by frequent no-shows, which have been significantly impacting their businesses.
The implementation of the new feature resulted in a 28% increase in user satisfaction.
Beauty services are typically time-consuming, in order to avoid potential wait times for walk-in services, most people prefer to make appointments in advance. However, this cost-free process can result in no-shows when customers forget to cancel their reservations due to last-minute decisions. Businesses could lose the opportunity to serve other potential customers, leading to monetary loss.
To have a better understanding of our users' needs, I conducted user research that focused on researching the current deposit collection methods used by businesses and identifying their related needs.
Businesses typically utilize social media platforms, particularly Instagram stories or posts, to inform their customers about deposit charges. This allows customers to easily view the information while browsing the business's profile.
The information will include details such as which services require a deposit, the deposit amount, and the refund policy. Some businesses may even specify the charging period, particularly during holidays. Lastly, the account information for the money transfer.
The process of collecting deposits involves additional work for both businesses and customers. Businesses need to share a post every time there are new rules for charging deposits, especially for those who only require deposits during specific times. On the other hand, customers have to find a way to transfer the deposit after booking an appointment through our system, which may include additional transaction fees. As the process is offline, there is no system log for payment status, and businesses have to manually check each payment.
Offering flexible deposit options, including whom to charge, when to charge, and which services require a deposit.
Ensuring a seamless transition from appointment booking to deposit payment ensures that customers perceive the payment process as holistic.
Ensuring transparency in presenting payment information to customers, and ensuring they understand all policies.
Tags are labels that help businesses categorize their customers more efficiently and personalize interactions with them. This feature allows businesses to assign deposits to specific labels. For instance, deposits can be charged based on membership status, the number of appointments booked, or the frequency of appointments.
Observing businesses utilizing social media to inform customers about deposit policies, we've integrated a booking policy feature. This allows businesses to add notes, ensuring customers are informed before booking appointments. This protects the rights of both businesses and customers.
We ensure a seamless process by guiding users to the payment platform and redirecting them back upon completion for a smooth transaction experience. We also maintain transparency in the refund process by keeping customers updated on all payment statuses.
During this project, I had the privilege to build a highly effective working relationship with the product manager. Our joint focus was to gain a thorough understanding of the relationship between payment and appointment status, to avoid any confusion for customers, and to facilitate staff in keeping accurate booking records. Together with the PM and engineer, I ensured that the record states were always accurately reflected on the user interface. This experience has given me the confidence to create more user-centric designs in the future, emphasizing data-driven solutions and tangible user benefits.
