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Xiaobai Beauty Salon, known for 7 years of high-end beauty services, was transitioning to digital booking. Despite a loyal word-of-mouth clientele, the salon aims to expand its reach. The project was to make visibility for clients, ensuring easy access to appointments and attracting new customers.
With the majority of Xiaobai Beauty Salon's clients are not Singaporean, the COVID-19 pandemic has led to a significant decline in customers. To rebuild trust and attract new clients, Xiaobai recognizes the urgent need to digitalize the salon booking features, enhancing credibility and ensuring a seamless connection with potential customers.
The current absence of such a platform hinders the salon's ability to effectively communicate its unique value to potential customers.
Before I started to work on the booking app, I would like to have some generic understanding of the current users' pain points and expectations about the digitalization platform in the beauty industry. I conducted quantitive research with 44 current salon customers, ranging from 26-40 years old, who used to visit the shop at least 3 times a month for the services.
My research provided-
After the quantitive research, I decided I needed to get more detailed insights from the existing salon customers to understand the challenges they faced with the booking service and how they would like about online booking.
After completing thorough research, I created low-fidelity wireframes and shared them with stakeholders, integrating valuable design insights. Key main tasks for the digitalize platform should include:
Given the relatively modest scale of this project and the pandemic situation, I carried out an unmoderated usability test. This decision was driven by the objective of determining whether users could navigate the process of scheduling an appointment without the need for a tutorial or explicit instructions. The project's scope was straightforward, with minimal complexity that didn't warrant extensive moderation for feedback and user reactions. A total of 86 participants took part in the test.
In navigating the intricate design process, I gained valuable insights into effective time management. Recognizing the multitude of tasks involved, I discovered the significance of prioritization to maintain project momentum. To streamline my workflow and enhance communication with stakeholders, I initiated the use of project management tools, such as drafting a Gantt Chart. This approach not only assisted in organizing tasks but also facilitated transparent communication and progress tracking.
The ability to navigate discussions with stakeholders is a crucial aspect of successful design projects. I developed a skillful approach to engaging with stakeholders in alignment with contractual agreements and project specifics. Even in the face of differing opinions, I maintained composure and employed a metrics-driven rationale to substantiate perspectives. This not only fostered constructive dialogue but also ensured that the project remained in line with its overarching objectives.