ANALYSIS. STRATEGY. RESEARCH. DESIGN. INTERFACE DESIGN. ANALYTICS.
Online Booking System
Client: Waitrose is one of the leading supermarket chains in the UK, with 30 million active users.
Project Time: 2 months
Project goal
To come up with a new booking system, which would allow customers to not only plan and smoothly deliver their shopping, but also to handle critical situations such as double-booking conflicts or a dash between the shopping basket vs the selected delivery slot. Visual communication showing the unavailable slots, as well as pricing strategy, were key during this situation.
My Role
I was the Lead UX Designer for the Waitrose Service Design stream. I was responsible for producing the full end to end journey for the complete customer experience, aligning this to Waitrose's segmentations and working with scrum teams to provide a consistent experience across all touch points.
User-friendly and intuitive interface
The slot booking system needed to have a user-friendly interface, both on the client side and also on the business side. Navigating or exploring the options needed to be a breeze!
Multiple and easy calendar views
Having multiple types of views of the calendar bookings is quite a helpful feature to have. The most common views are: 1. Weekly calendar view, 2. Monthly aggregated calendar view and 3. Single Day view.
Visual Affordances and Feedback
A visual indicator that helps the user find the available slots was created, and it also gives the user the confidence that the chosen slots have been booked.
Automatic reminders
Sending automatic email or SMS reminders goes a long way in avoiding missed deliveries. Additionally, having more control over the reminders, such as the frequency and timing of reminders, is also a useful feature to have.
