This case study was part of a student challenge where we aimed to tackle UX problems in our favorite or frequently used products. The goal of this exercise was to understand how UX improvements can address major business challenges through thorough research and creative ideation.As regular users of the "Saving Faces" website, we wanted to explore why the user experience could be causing difficulties in booking appointments and other interactions. Our objective was to see if we could enhance the website's overall performance and user satisfaction through targeted UX redesigns.
Many users struggle with booking appointments on the "Saving Faces" website due to a poor user interface, lack of visual content, and the inability to complete the booking process online—forcing them to use the phone instead. This leads to frustration, drop-offs, a lower appointment booking rate, and decreased overall user satisfaction with the site.
Many users struggle with booking appointments on the "Saving Faces" website due to a poor user interface, lack of visual content, and the inability to complete the booking process online—forcing them to use the phone instead. This leads to frustration, drop-offs, a lower appointment booking rate, and decreased overall user satisfaction with the site.
Many users struggle with booking appointments on the "Saving Faces" website due to a poor user interface, lack of visual content, and the inability to complete the booking process online—forcing them to use the phone instead. This leads to frustration, drop-offs, a lower appointment booking rate, and decreased overall user satisfaction with the site.
Before starting our research, as regular users of the "Saving Faces" website, we wanted to list our assumptions about the potential issues affecting the appointment booking process. These assumptions guided us in planning our research for the subsequent stages.
We interviewed 5 current Saving Faces users to dive deeper and understand their problems and frustrations during their journey.
The Interview findings validated 3 of our initial assumptions around Unclear Services, Frustrated Booking and Lack of Reminders and Reviews.
After collecting users needs and reviewing online feedbacks on Saving Faces’s Website experience we tried to group them and find the main themes and synthesize our insights. Here are the main themes found during our research.
Consolidating our key insights showed us that we have 2 main user personas.
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After analyzing our research data and understanding user needs, we developed solutions to address their concerns and integrated them into our design.
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In our study, we identified primary competitors for our Facial website through detailed interviews and extensive user reviews. The competitors are joannavargas, sarahakram, aura-pura, rose & honey, and profaceberlin. We evaluated these platforms based on factors such as unclear services, frustrated booking processes, lack of reminders, and user reviews, which impact user retention and experience. By analyzing their strengths and weaknesses, we aim to develop targeted improvements to optimize booking, performance, and overall user experience on our platform.
After finding the main themes of users problems, understand our persona archetypes and reviewing how our competitors are addressing the same user needs, we facilitated a brainstorming and ideation session to come up with solutions that address both the business objective and our user’s needs.
In order to make sure that we are prioritizing the best ideas, we used the Impact Effort matrix based on feasibility of the solutions vs the impact on user experience and business objective.
Consideration for Persona’s context directed a Site Map focusing on minimum steps and time.
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A test version of a product or service with a minimum set of functions that brings value to the end consumer.
We designed our ideas to improve user experience and encourage users to complete their purchases during the checkout process.We highlighted some issues in first design that we found after first iteration.
We created first version of wireframes to map out our Ideation which helped us in the early stages of the design to go forward and have better communication within the team. We created Midfidelity wireframes on Figma to gather feedback, and iterate on designs before moving on to more detailed and refined stages of the design process.
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We tested the first design with some users and collected their comments.
We tested the first design with some users on Maze. it shows which elements in our design are most likely to be noticed by users.
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We wrote down the pain points and ideas for each persona related to the pre-checkout process.
We highlighted complex details in the current Saving Faces based on the top information of personas.
Following mode board, we develop a Design System, to ensure efficiency and consistency throughout the design process. We also did a color contrast test to check if our selected colors meet Web Accessibility standards.
After iterations and testing, we designed the final pages to incorporate all ideas based on personas and placed important details in the appropriate sections.
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