Equinox
The Spa
UX Design
Visual Design
Interaction Design
The Spa at Equinox is an integral part of a members lifestyle. They are high-performers who train hard, and indulge in therapeutic spa services to regenerate.
Booking an appointment at The Spa was a frustrating experience with numerous points of friction. A poor browsing experience requiring a minimum of 14 steps often result in users abandoning their cart and opt to call for appointment booking.
The Problem
The Solve
A new proprietary booking experience that provides visitors the ability to search by location or spa services. Three strategic user flows create an efficient booking process for any visitor that is as zen as their visit.
Repeat visitors book the same service 59% & the same practitioner 66% of the time. The new booking flow allows return clients to book in as little as five steps, down from 14.
Efficient Booking
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Step 1: Select Service
Choose a favorite service to book again.
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Step 2: Preferences
Select a date and time. Practitioner and add-on services are pre-selected.
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Step 3: Billing Details
Review guest details, and billing info.
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Step 4: Book Appointment
Confirm appointment details and book.
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Step 5: Confirmation
Add appointment to personal calendar (optional).
Parallel flows enable users to browse services and then select a location. Or they can first find a location and then choose their services (not all locations offer the same services).
Search by service or location
Results
80%
Reduction in required clicks/taps
100%
Users completed booking successfully*
80%
Experienced zero points of friction in any flow*
*Results captured from user testing and current pilot at select locations.
