Make the choice understandable
Show the service, duration, location and any relevant conditions before asking for contact details. Keep optional questions separate from information needed to handle the request.
Back to project explorationsDESIGN WALKTHROUGH / Mobile experience
From interest to a clear booking request.
A design exploration for a service business that wants customers to understand availability, request a place and know what happens next.
Original design exploration. Fictional scenario. No client deployment or measured outcome is claimed.
01 / THE CHALLENGE
Understand the whole journey.
A booking journey needs to explain the service, collect useful information and distinguish a request from a confirmed reservation. Customers should understand the next step on a small screen.
A focused first phase
Agree the users, responsibilities and acceptance criteria for this journey, then review a prototype before committing to a larger build.
- 01Choose a service
- 02Request a time
- 03Team reviews availability
- 04Customer receives confirmation✓
02 / THE DESIGN DECISIONS
Make the important choices visible.
Make confirmation explicit
A submitted request enters a staff review queue. Confirmation follows an availability check. Changes, cancellations and unavailable slots need useful recovery paths.
Design the handover
Staff need the request context, responsibility and a visible status. The customer needs a clear reply and a way to ask a follow-up question.
03 / VALIDATION
Test what the journey depends on.
- Mobile and keyboard completion
- Duplicate requests and unavailable times
- Confirmation and cancellation wording
- Staff access and request ownership
04 / MEASUREMENT
Agree evidence before claiming a result.
These are proposed measures to discuss during discovery. A baseline and targets would be agreed for your project.
- Request completion rate
- Time to first useful response
- Requests needing missing information
