Product Experience

Problem Statement  

How can we make the booking process easier without having to go through the steps of downloading a mobile application on their phone to reduce cycle time?

Problem Background  

The goal of the DatFade booking website application is to reduce shopping cart abandonment and enhance user experience for clients to book appointments with their favourite barbers while avoiding disruptions during the booking process. 87% of users from the age of 18-24 have left a transaction due to a bad transaction process (leaving the application after too many steps required for the client).

However, the problem is the length of mandatory box registrations that is required and annoying ads and not having an option to override the installation step of an application  of the transaction funnel. But rather it would be better to have an “online” booking method. The web application will serve its purpose.

While conducting user research, 66.7% out of 6 people surveyed said that a text message would make them want to come back to the web booking application. An integration of notifying the customer could increase customer retention if a booking app is used. 33.3% of people surveyed mentioned they visit a booking application once a day. 

Research Insights

User Pain Points

We want to understand how people find information/news online about their favorite topics, what works for them, and what their current pain points are so that we can help improve the process and make it easier and faster for them to find the right information.

• What is the problem?

• Non-Tech savvy people do not know how to book barber appointments through a app

• What would we like to know?

• We want to know why they do not know how to book through a application

• What are the assumptions?

• They do not know how to use technology because of their age?
• They do not use their phone to navigate applications, only phone calls?

Customer Segments

• Individuals who want quick and easy access to curated information and news about all their favourite topics. From new immigrants who want to stay updated about their own country without any geographical constraints, to social activists or members of social movement groups who want to stay informed about their cause and initiatives happening worldwide.

Supporting Data

87% of users from the age of 18-24 have left a transaction due to a bad transaction process (leaving the application after too many steps required for the client). 

Feedback

While conducting user research, 66.7% out of 6 people surveyed said that a text message would make them want to come back to the web booking application. An integration of notifying the customer could increase customer retention if a booking app is used. 33.3% of people surveyed mentioned they visit a booking application once a day. 

Landing on the Solution 

Based on our target users’ pain points, we knew we wanted to work on the following features:

User Stories 

1. As a DatFade user, I want to book an appointment without downloading an app, so that I can save the hassle. 
2. As a DatFade user, I want to fill in no more than 4 boxes to register, so that I can book an appointment without wasting time. 
3. As a DatFade user, I want to be notified through text message so I can book another appointment in the near future. 
4. As a DatFade user, I want to receive exclusive discounts to save money.

User Flows/Mockups

Future Steps

This is what we learned from speaking to customers:

• Time is important for customers
• Good service inspires clients to book again
• Incentives are important for client retention

Possible additional problems to address:

• Customer retention is important for barbers
• Reduction in registration phase helps clients from the hassle of too many steps

Images

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