Bestie is a Point of Sale iPad app for small salon businesses that also manages appointment booking, staffing, and sales reporting.
As the UX half of a tight 2-person UX/UI team, I overhauled the old app experience, cutting out multiple steps and simplifying the majority of user flows and interactions. I prototyped the entire project in Axure, illustrating key flows, gestural interaction behaviors, and animations.
Kicking off the Project
Our client knew he needed an app redesign and was looking at it primarily as a visual re-skin with some updates to interaction patterns. But as I began to familiarize myself with the existing app, it became clear to me that we needed to take a hard look at the app’s structure and clarify key pathways.
The old design
The old design scheme didn’t fit the user base it was designed for, but also there were too many instances of screens with competing actions and important yet siloed flows. As a POS system, the pathway to checkout was too complicated and burdened with too many steps.
Updating the framework
We worked together to craft a new schedule that would allow more time for upfront exploration and user research calls. Instead of thinking about the scope in terms of “pages,” we shifted to thinking about states and what made sense within each of them.
The research portion was brief but effective. Over a week of scheduled user research calls, I heard what both the likes and pain points were from our users and grouped our feedback in trends. I simultaneously surveyed other POS apps (Square, ShopKeep, etc) to gauge best practices, especially around the checkout flow. A key difference in our app from other POS apps was the need to track appointments as well, so I also surveyed a number of calendaring and scheduling systems. From here, I began redesigning the IA, navigation and flow, and prioritizing functionality based on user needs.
Getting more detailed
After defining core structural changes, I began to focus on some of the more complicated ID issues. The old design didn’t allow for clear pathways to checkout, which was the core function of the app. We needed to make a clear distinction between customers, services, appointments, and employees, but offer an intuitive path to checkout from each. Multiple rounds of quick sketching helped to set a design direction for how we could solve for this and other issues.
Collaborating with visual design
My visual design partner set a new look and feel for the app, and we began to integrate her designs into an Axure prototype. Working closely, we passed revisions back and forth and I prototyped the pathways and certain interactions using our most recent designs. This prototype was the basis for almost all our client reviews.
Metrics after launch
Since launching the new app and design, our client has seen:
- retention increased by 20%
- further retention increases of 20-40% after moving to a paid app model