Client is a health and wellness service provider that works with massage therapists to deliver on-demand massage services to clients around the country.
Currently, concierges are booking massages for their clients without a good way to manage payment options or clients’ personal details. We designed an easy-to-use dashboard that streamlines the process for concierges, making booking and paying for clients’ appointments easy and intuitive.
Timeline: 10 Days
Team: Alivia Duran, Marga Javier & Colin Allen
What I Did: Project Manager, Comparative Analysis, User Interviews, Persona Creation, Wireframes, User Testing, Interactive Prototype
We started by reaching out to concierges in our client’s network who were already using the serivce, as well as concierges who had never used the service before, to gather data from a variety of perspectives. Through extensive interviews we identified trends in the behavior and needs of our users, and found two main types of concierges, Personal and Hotel. Our research showed us that the primary user of this booking feature would be the Personal Concierge.
We found two main types of concierges, and our research showed us that the primary user of this booking feature would be the Personal Concierge.
- Books one-off appointments
- Has existing, established preferred partners in local area
- Works off commission
- Books recurring appointments
- Has many service providers to serve client’s needs
- Doesn’t take commissions
Personas and User Flows
From our interviews with distilled the trends we saw into personas that represented our concierges, and started working thorough flows and scenarios to get a better understanding of how they would use the product.
To maximize unique perspectives of our stakeholders, we presented the team with a user flow and had them sketch key screens of how they imagined the system.
We started by sketching our initial ideas, we did a first round of wireframes and tested them with users. After refining our designs through several rounds of testing, we came up with a final interactive prototypes for our client.