Imagine Your Dream
Project In Progress
Introducing the Bel Viso Skin Studio App
Redesigning the Bel Viso Skin Studio Spa Experience
Bel Viso Skin Studio User Research For App Development
Project Overview
The Product
We are creating an application for Bel Viso Skin Studio that will allow clients to schedule appointments, view service menu, fill out forms, create a user profile, complete a skin analysis using a 3D skin model, purchase products, receive notifications, read reviews, explore blog articles and a FAQ page, learn about current promotions, interact with ways to protect from sun exposure and see UV index in their area, and track hydration goals.
The Problem
Bel Viso Skin Studio does not have a website or application that allows clients to find information easily, purchase products, or book appointments. (Bel Viso uses Schedulicity, but the app is limited in abilities.) Clients often have to play phone tag with the owner Tina to schedule or cancel appointments or purchase products.
The Goal
Our Bel Viso Studio app will provide users with a single space for all their needs. Users will be able to schedule appointments, complete a skin analysis, fill out forms ahead of time, and access additional features to meet their specific interests. This will affect clients by giving them the ability to schedule appointments quickly and save time in their services by filling out information ahead of time. We will measure effectiveness by interviewing clients, watching them interact with the app, and measuring the amount of time saved in the appointment.
My Role
My role will include lead UX researcher, general designer, and sole designer of the entire project.
Responsibilities
My responsibilities will include researching, writing, wireframing, prototyping, information architecture, visual design, product/lead manager, and marketer.
Bel Viso Skin Studio User Research For App Development
Understanding The User
User Research
Personas
Problem Statements
User Journey Maps
User Research: Summary
My research included Video interviews with transcripts, Empathy Map, Journey Map, Competitive Audit Report, Portfolio Comparisons, Design Comparisons, Creating User Avatars, Identifying User Pain Points, Identifying Goals and Solutions, Creating Prototypes, Mockups, and Wireframes.
Throughout my research, my hypotheses were confirmed. However, I was surprised to learn of additional pain points and needs of the user. My research put me into the user's shoes in a way I was never identified with as a marketing professional. I learned the importance of equity when creating my application.
User Research: Interviews
I conducted six zoom interviews with clients of Bel Viso Skin Studio ranging from the ages of 13 - 70. I strived to find diversity in age, gender, occupation, lifestyle, and comfort level of technology. I created a Research Participation Agreement form that was required to sign before the interview. I created transcripts for each of the interviews and completed a User Empathy Map based on each client’s video. (User names in examples have been changed for privacy purposes.)
User Research: Competitive Audits
I conducted a competitive audit and competitive audit report. During my competitive audit, I compared two direct competitors (full-service salons) and two indirect competitors (big-name sellers who sell a specific skincare line). In the audit, I included the competitor’s location, product/service offerings, price point, website, business size, target audience, unique value proposition, desktop website experience, app or mobile website experience, features, accessibility, user flow, navigation, brand identity, tone, and descriptiveness. For the purpose of this case study and privacy, only the written report will be shared.
Salon and company names within the competitive audit report have been removed to maintain privacy. “Salon 1” and “Salon 2” will refer to the direct competitors of Bel Viso Skin Studio. “Company 1” and “Company 2:” will refer to the indirect competitors.
User Research: Pain Points
Persona 1 Karen Smith
Persona 2 Michael Smith
Persona 3 Sarah Smith
User Journey Map For Karen
By becoming the user and walking myself through each step of the scheduling process, I learned of potential frustrations and pain points for the user. I learned the user could feel flustered and impatient with having to set up a profile, or wishes that there was a way for her to get on a cancellation list. This process allowed me to fine-tune my application to address user needs.
Bel Viso Skin Studio User Research For App Development
Starting The Design
Paper Wireframes
Digital Wireframes
Low-Fidelity Prototype
Usability Studies
User Flow
Basic user flow outline of app for scheduling appointments.
