Lush Spa Booking
I successfully led the UX/UI design for an online spa booking system in the Lush commerce app, enabling customers to conveniently book their treatments without making a call.
Overview
Lush opened its first in-store spa in 2009. Using fresh, handmade products, customers can book a variety of unique massages and facials at select locations across the country. These treatments are designed to provide an immersive experience, combining music, massage, and fragrance. Until now, customers could only book spa treatments by calling, emailing, or visiting a store.
The challenge
A long history
This project had been attempted several times in the past but had never been successfully launched. When I took it on, the project was already wireframed and scoped based on the previous needs of the business. However, the user experience needed a complete overhaul due to the integration with third-party software, and it was important to consider that it would now be part of the native apps.
The audience
Lush Spa customers can be categorized into two groups: those who have received a spa gift voucher and want to use it to book their treatment, and those who wish to book a treatment for themselves directly.
An additional complexity of Lush's spa treatments is that they offer the option to book treatments with a friend in separate rooms, or to share a treatment in one of their double rooms. These options need to be incorporated into the booking process.
My role
The initial stages of this project focused on understanding the existing context of previous work. I took the wireframes and discussed them with the app development and backend teams responsible for implementing the booking system and integrating it with Zenotti, the booking software already used by the Spa teams.
Once I gained a comprehensive understanding of both the project's context and our goals, I created user flow charts outlining the three paths a user could take when booking treatments.
How we got there
Simple steps
I decided to break down each step into clear sections using simple language to guide the customer through the booking process. This process requires specific information to proceed to the next step:
Where - Choose the spa you would like to visit.
Who - Indicate how many people you are booking for, the required room configuration, and provide the customers' personal details.
What - Select the treatments you wish to book.
With - Choose your therapist.
When - Select a date and time.
After discussions with the developers, we decided to adopt a design that keeps the main booking summary as a bottom sheet. This summary clearly displays all the required steps. Each step opens in a modal, allowing you to return to the summary easily. This clearly shows the customer the progression and the selected options.
Learnings and outcomes
We have received an overwhelmingly positive response to the launch of Spa Booking in the apps. We have addressed feedback from the Spa teams to ensure that the process aligns well with their manual treatment booking system. We continue to communicate with the managers to gather feedback from both staff and customers.
