Role: Branding Graphic Designer - UX/UI Design
Team: Website developer, Product Manager, Art Director, UI UX Designer
Duration: 4 weeks
Key Skills: Web Design, Prototype, User Flow Map, Empathy Map
Tools: Adobe XD
City: Hong Kong
Overview
The Lederer provides leathercraft workshops to promote the leather industry in Hong Kong. They offer stitching kits and personalized professional tutorials in their workshop. However, prior to the system's launch, customers booked workshops through multiple channels, including social media, email, and in-person, creating a chaotic and difficult-to-manage booking process. This project aimed to design a new booking system with the goal of enhancing the customer experience when reserving workshops with The Lederer.
The Challenges
Several pain points were identified in the previous booking process:
Firstly, users grappled with the difficulty of finding crucial workshop information, including schedules, pricing, availability, and prerequisites. This lack of accessibility impeded their ability to make well-informed decisions.
Secondly, the process of booking and modifying workshops was inconvenient, involving multiple channels such as social media, email, and in-person interactions, making it cumbersome for customers to book, reschedule, or cancel workshops as needed.
Lastly, users experienced uncertainty due to the absence of a clear booking confirmation system, which left them in doubt about the status of their reservations and raised concerns regarding successful processing.
Solution
To address user frustration with the booking process, I streamlined it by reducing the number of steps and providing a clear, sequential structure . This ensures a more efficient and user-friendly experience, making it easier for users to navigate and complete their bookings.
User Flow Map
Prototype
Several design decisions have been implemented to enhance the user experience:
1. Clear Information Hierarchy: Workshop details have been reorganized and presented in a clear, structured manner. Users can easily navigate based on their specific requirements with buttons added with the workshop introduction. Essential information such as dates, times, and booking steps are now clearly presented to minimize any potential confusion, making the booking process more user-friendly and intuitive.
2. Streamlined Navigation and User-Friendly Interface: The booking process now includes the feature for users to review and edit their schedule. The interface has been thoughtfully designed to be clear and intuitive, with comprehensive information provided at each step, ensuring a straightforward and user-friendly experience.
3. Immediate Feedback: Users now receive immediate confirmation upon successfully booking a workshop. This confirmation includes all relevant details such as the booking reference, date, and time. Additionally, a confirmation email will be sent to the user's registered email address for their reference.
Walkthrough the booking experience below
Conclusion:
This project has successfully addressed the critical pain points in the workshop booking process for The Lederer, leading to a significantly improved user experience. By reorganizing and simplifying the information hierarchy, offering immediate confirmation, and providing a dedicated online portal, we have made workshop booking more efficient, intuitive, and convenient for users. This has not only reduced the dependence on customer support but also elevated customer satisfaction.
Next Step:
If the project continues, there are several crucial next steps that I would take.
Firstly, I would prioritize conducting user testing and gathering feedback to gain insights into any remaining usability issues based on user perspectives. Mobile optimization would be essential too, given the increasing number of users accessing services via mobile devices. I would explore integrating the back-end customers data of the booking system to gain valuable insights into user behavior and preferences, enabling the delivery of more personalized services. Additionally, diversifying payment options, including digital wallets and international methods, would cater to a broader user base. Lastly, regular system updates and maintenance would be critical to keep it current and aligned with evolving user needs, resulting in a consistently improved and user-centric workshop booking experience.
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