CHALLENGE: Booking a salon appointment should feel simple, not frustrating
Not been able to book with their preferred stylist.
Avoid saving bank card details, security is the key
Usability issues encountered like hidden CTAs, empty baskets, and unclear error messages.
KEY FINDINGS: IMPERIAL SALON
My role as the UX Designer was to redesign the booking flow so it felt personal, secure,
When users tried to book online, they prefer not to save their bank card details for security reasons, and they often end up being assigned to a random stylist instead of their preferred one. To address this, I designed an option that allowed users to reschedule directly with their chosen stylist, creating a unique booking experience.
Research combined both quantitative and qualitative insights. What stood out most was how strongly users valued security. Many didn’t feel comfortable saving their bank details in the app. In response, I redesigned the appointment page to give them more control, allowing them to complete a booking without having to store sensitive information.
The redesigned flow now guides users through a seamless booking journey. With a clear, accessible call-to-action button, they can choose their stylist, browse available services, and confirm their appointment in just a few clicks.
User Feedback when Testing the app
During usability testing, participants noticed small but impactful improvements. The call-to-action button was now clearly visible, making it easier to complete bookings. Another pain point. The empty basket showing incorrect totals , giving users confidence that their payment had gone through correctly.
Homepage-Conclusion
For users on the go, I focused on designing an intuitive flow with appealing, easy-to-spot call-to-action buttons. Combined with clearer privacy options, this ensured that bookings could be made quickly and confidently, even in a busy day.
App Screen's
Homepage
Login
Service
Hair Salon App
User Reliable booking service
Two new features stood out to users: The ability to opt out of saving bank details, and the option to always select their chosen stylist. Together, these gave customers greater control over both their privacy and their salon experience.
Call to action button fit for purpose, booking reference provides an indication confirms the booking was successful
USABILITY TESTING-Results outcome from participants
Testing also revealed gaps we hadn’t initially considered. For example, when the salon was closed, users received no clear prompt or guidance on alternative options. Adding clear pop-up messages became a key improvement in ensuring the booking process was transparent and frustration-free.
Quantitative Script
I ran usability testing sessions with 15 regular salon customers using a set of open-ended interview questions with 23 participants on native app. Two key findings: first, users wanted a reliable way to book directly with their preferred stylist. Second, they found it difficult to check a stylist’s availability — often needing to call or message them directly.
A key pain point identified was the need for users to contact their stylist directly to enquire about their availability.
To better understand where improvements were needed, I ran a card sorting exercise. I color-coded user feedback — blue for positive, red for negative — which helped me quickly spot the pain points. This process guided me in restructuring the app into a cleaner, more mobile-friendly experience that directly addressed user frustrations.
This approach ensured a seamless journey to ensure booked with the correct hair stylist, completing the end to end journey.
PROTOTYPE
HOW I SOLVED THE PROBLEM
At the heart of the problem was comfort and trust: users wanted to book with their own stylist, and they didn’t want their bank details stored. I solved this in two ways: first, by adding a call-to-action button to book with a preferred stylist; and second, by introducing a “Do Not Save Card Details” option at checkout. Together, these small changes made a big difference in giving users confidence and control.