DESIGN PROCESS: IMPROVING APPOINTMENT BOOKING
Scope: UX, UI Design
Client: Reservio
How do designs come alive? There are many approaches to establish design processes. Here are few words (with pictures) about which one was created and adapted in Reservio. Czech based startup that delivers software that allows users to book services in just a few clicks. The ultimate goal of the design and development was to deliver on this promise.
NXT
PRV
Goals & Challenges
During my first year working in Reservio I was a part of a major challenge facing our small team of designer, 2 developers and stakeholders we was to improve on the first mvps of appointments booking experience.

This larger challenge was separated into smaller measurable projects and tasks that allowed our team to iterate and test quickly few hypothesis and implementing gradual improvements.
TYPICAL DESIGN CYCLE
Stage 1: Analysis & Research
Research and Stakeholders Interviews
User Research
Goals and Strategies

Stage 2: Development
User Flows
Design Concepts(if necessary)
Design Patterns, Revision & Evaluation
Low-fidelity Prototypes

Stage 3: Implementation & Feedback
High-Fidelity Prototypes
Design System & Guidelines
Revision, Evaluation
Assesment


Problems
One of the main problems at the beginning was the lack of established design processes that can fit lean approach used in development. So the goal was also to introduce matching design methodologies and best practices.
Design Process
For the Improvement of the Booking Process the example of smaller goal-oriented tasks:

1. Appointment Availability Search feature concept/flow/design
2. A/B test two approaches for sign-in during booking process
3. Zero States with Illustrations
...

Initial research of competitors, inspiration and ideas helped to analyse market and find inspiration for better solutions. Crucial part of the initial research with some tasks was user research, which depending on the task was conducted in a form of interviews, reworking marketing personas into UX personas, and developing user scenarios.

On every step of the project it was important to get everyone on board, and in early stages there were few setbacks in communication between design and development. Which was partly due to the fact that no design processes were established before. But after few technical solutions(Miro & Zeplin) were introduced, few light-hearted progress presentations and brainstorming sessions and the process became smoother and more engaging for designers and developers too.
We merged developers task flows and collaborated on them in Miro.
At the very early stages design principles and vision of the company proved to be a very important reference in developing new product
Often during discovery phase it is down
to quick and dirty sketches on paper or whiteboard
Next come low-fidelity prototypes followed by high-fidelity prototypes and designs, sometimes it is possible to use design system guides to speed up the implementation phase
Zero States
Review & Summary Page Mobile App
Calendar & Order Summary Desktop App
While developing design we also tried to use principles of lean approach and mobile-first design, doing more iterations and variations. And gradually improving visual appeal, cleanliness of the implemented designs, by continuously testing solutions and monitoring how implemented designs are being received by the users.

This approach was also most effective as the new branding arrived and there was a need to test new design patterns and iterate on design system as well. The goal was to keep the healthy balance between UX, documentation, good source files and inspiration.
Outcome & Learnings
The main learning for me was that design process is a process too and goes far beyond computer screen and even whiteboard. It is about communication and empathy within the team too. Design is a team sport.
MAIN OUTCOMES
Appointment Booking Flow
Over half a year appointment booking flow was improved considerably and user satisfaction improved dramatically.

Design & Development Interaction
Communication on all stages of the product development became more efficient and even fun :)
The main goal of making booking process fast and reducing steps to booking is being continuously achieved through completion of multiple smaller tasks. Lean approach in design also proved to fuel development, speed it up considerably, while ensuring that best design practices are used.
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