Identifying and optimising mobile booking issues

Challenge/Problems

Pirate Studios, a creative music and dance rehearsal studio, was facing issues with their mobile booking experience. User pain points and areas for improvement needed to be identified and addressed. As a Contract Senior UX Designer, my goal was to optimise the mobile booking experience, enhance usability, and ensure a smooth user journey.

Pivotal point

The project called for in-depth understanding of the user experience, identification of pain points, and the development of practical solutions. This required conducting stakeholder interviews, usability testing, and an analytic review of the existing website. The challenge was to align all stakeholders, redefine the problem statement based on findings, and implement improvements in collaboration with engineers.

Solution

The first step was to conduct stakeholder interviews and usability tests to gain insights into the current user experience. We also reviewed the website's analytics to identify areas of concern.

With the insights gathered, we documented and shared our findings with all stakeholders. This step ensured everyone was informed about the challenges users faced and the potential solutions.

In collaboration with the product owner, we redefined the project/problem statement based on these insights. This process guided us in prioritising areas for improvement and devising solutions.

Throughout the UX/UI phase, I worked closely with engineers to translate the identified solutions into practical improvements. We focused on enhancing the mobile booking experience, ensuring it was intuitive, user-friendly, and efficient.

Outcome

The project resulted in a significantly optimised mobile booking experience for Pirate Studios. The enhancements addressed the identified user pain points, leading to improved user satisfaction and increased bookings through the mobile platform.

Learnings

Working as a contractor on this project provided unique opportunities to immerse into a new project, adapt quickly, and deliver results within limited timeframes. It underscored the importance of comprehensive user research, effective stakeholder collaboration, and swift problem-solving in UX design. This experience has further strengthened my abilities to navigate different project environments and deliver effective UX solutions.