028 Barbershop Mobile App
Streamlining appointments with ease
I designed a mobile application experience for customers to schedule, edit or cancel appointments and created a queue with features for barbers to accept, complete or cancel appointments. Using UX methods I created a design solution that minimizes customers leaving early, allowing the barbershop to serve more customers.
My Role
UX Designer
Timeline
March 2024 - November 2024
Overview
What is this project about?
I've been going to 028 Barbershop for years—they give great cuts. But as they’ve grown more popular, it’s become harder to get haircuts in. With multiple locations and a first-come, first-served system, many walk-ins are turned away due to long waits, leading to lost customers and missed revenue.
I took it upon myself to find a way to solve this issue!
The Problem
"Customers wait up to 2 hours to get a haircut."
On average customers face wait times of 1-2 hours due to a lack of transparency regarding barber availability. This leads to customer frustration leading to more than half of their customers leaving, resulting in missed sales opportunities for the barber.
The Solution
Provide an appointment based service mobile app
I aimed to enhance the customer experience by enabling users to schedule appointments, providing accurate information about barber availability. This gives customers a better chance to receive optimal service while reducing the likelihood of long wait times.
Progressive Disclosure
The mobile app gradually provides information to customers as they advance through the appointment setup process.
Ease of Navigation
The breadcrumb nav provides a way for users to know where they are and easily modify their appointment.
Accessibility
Provides users with bigger text when selecting options.
My Process
Research
Understanding clients and barbers
User Interviews
I interviewed customers to learn what process they go through to get a haircut at 028 barbershop. I wanted to understand what works for them and what challenges or issues they go through in that process.
User Observations
I shadowed 2 barbers to understand what their job duties are like and to see if there was any room to augment or make scheduling easier for them.
An opportunity with potential pushback
During my 3 days observing I counted how many customers were dismissed or left. I calculated how much money was not profited and used that data to show why switching to an appointment based service app would be beneficial for the business.
How did I get those numbers?
Through user observation and shadowing
I was only able to shadow barbers for 3 days. I counted how many customers they dismissed or turned down due to the shop being too busy.
38 customers were dismissed or left during those 3 days.
At $32 for a haircut
(38 customers x $32 haircut)/3 days = $405 dollars on average per day.
$405 x 7 days = $2,835 a week
$2835 x 4 weeks = $11,340 a month
$11,340 x 12 months = $136,080 a year in potential profits missed.
If customers were to set appointments, there is a low chance of customers canceling due to the customer proactively wanting the service at their designated time. With appointments set, it nets better profit numbers.
Define
Making sense of the data gathered
Customers must call or visit the barbershop to see if a barber is available. If lucky, they can get a haircut right away. Otherwise, wait times can be 1–2 hours or longer, especially when barbers are interrupted by calls or walk-ins during appointments.
Findings
Customers do not have reliable information of when barbers are available.
Each customer needs to sign-in to an iPad often creating long lines.
Barbers have to greet, direct, or answer phone calls delaying haircuts.
Ideation
User Flows
I created user flows to help understand the steps it takes customers to set up an appointment.
Wireframing
I took inspiration from other appointment based apps such as Yelp, OpenTable and Tock and incorporated them into my wireframes. I did this as a way for customers to easily use the app due to it being familiar and similar with apps they already are using creating familiarity and continuity.
Click on the photo below to see my wireframe annotations
Develop
Usability Testing
Based on the wireframes I created a prototype to test with users to see if they could complete simple tasks of creating an appointment. I would gather data and feedback to iterate and improve upon the prototype.
Click on the photo below to see my wireframe annotations
Final Design Solution
"I wish more places made it this easy to make appointments."
I tested with 10 users and 9 out of 10 users would use this app to schedule their haircut appointments. 1 users preferred to use the ipad still.
MVP
Next Steps
Reflection
Statistics are important
I recall that they were pretty stern on their stance of being strictly a walk-in service. However once I provided statistics and showcased the potential of the increase of revenue that they would get made it an easier transition to move forward with the project.