Bookings across Google
Visual, interaction and UX design. Cross PA collaboration, partner team alignment (hotels, food ordering, actions), and milestone definition -- alongside one additional designer
, research, writing, engineers and project management
- UX lead
- Visual design
- Interaction design
Service business support (salons, hotels, studios) is a top need for users + merchants
That means we should make it possible for users to take actions with local businesses in the real world, right from Google.
Initial focus was on a transactions framework: scheduling appointments, classes, making reservations, and so on. I teamed up with a super talented designer
to devlier a v1 experience (tag teaming visual, interaction and user experience design), establishing the ground work for a brand new framework to expand and improve on over time.
Not only will this generate a new path for customer acquisition, but it also further automates the process of scheduling an appointment online, which means less effort for you and more appointments on your calendar. Also, it’s free.
Today's mesh of transactional UI's
Competitive landscape + common themes
Opportunity + use cases
In 2016, Google saw a surge in local service query volume, opening a new door to connect with customers
We saw an oppurtunity to provide a platform for customers and merchants to connect and transact between. We found that most merchants wanted to offer these services, but didn't have a platform other than a paid third party. Power yoga users were using Mindbody and Salons were using Square to offer appointment slots. However, data and timeslot selection was a key modifier in most verticals, we just needed a scalable system for it.
I need to make dinner reservations tonight
User flows + explorations
We needed a flexible system for an ever-growing list of partners and verticals
Leveraging available and competitive patterns, we then prioritized work based on query volume, and how we planned to work with others. We then developed a template flow that could scale between several verticals, to include dining, fitness, beauty/wellness, hotels, events and services. We tested several flows, patterns and multiple rounds of research from surveys to cafe and rapid user studies, using interactive prototypes.
Leading patterns we tested + converted into a UI library
Familiar patterns in familiar places
Finalized entry point + service selection UI
Checkout details + confirmation states
We created a mobile-first entry point and framework, as well as a pattern library for our partner teams to use
Icon-driven actions didn't scale well between locales, and didn't allow for customized strings for specific verticals. We decided text only entry points allowed for more localized-friendly real estate. We then worked with production, writers and marketing to align on scope and land a successful product launch.
Ultimately, our v1 was a mobile-optimized MVP. It currently supports web and mobile web. More platforms and verticals supported over time.
Take-aways + Next steps
Currently over 600k 28D bookings + 70k merchants with a 17% conversation rate
Huge props and big thanks to Danny
for all of his help on this project! Wouldn't have been the same without him. Even with an exceptional and accelerating growth rate, the v1 moved pretty quickly and didn't account for everthing we wanted. However, impact was high and we are already working towards feature improvements and better localization. This includes partner and vertical expansion, frictionless payments and personalized views of your transactions.
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