Tattoo Appointment Booking
UX/UI Case Study
The design sprint challenge given was to identify a people problem around scheduling. As a group of people interested in getting either a first or additional tattoo, our team chose to focus on the process of booking a tattoo appointment.
Within this group dynamic, I participated in almost every stage of the design process including initial research, user personas, ideation, high-fidelity screens and user testing. My main responsibilities were team facilitation, UX writing, creating a user testing plan while helping design during the low-fidelity to high-fidelity prototyping.
Christie, Sakshi, Jeremy, Juwairihya
Scheduling a tattoo appointment can be a long process involving a lot of back-and-forth exchanges between the studio, tattoo artist, and client. Instagram DMs, emails, and Google Forms are just some of the popular scheduling methods used by tattoo studios and individual artists. Currently, there is no standardized method of booking between tattoo studios or individual artists. Appointment practices can vary between studios and even individual artists from the same shop.
With so many variations in scheduling and communication systems, keeping track of policies and booking processes can be frustrating or confusing for users.
How might we make appointment booking for a tattoo clear and simple for users while considering their unique personal needs?
Keeping both tattoo artists and clients in mind, we developed an app for users to view artists, book an appointment, and connect with their tattooer within one centralized platform. This app allows for prompt and clear communication between client and artist and guide the user through the scheduling process step-by-step.
To easily find an artist that matches a user's needs, users can filter tattooers by 3 categories:
Find tattooers with an artistic style that matches what you're looking for.
Easily stick to your budget by searching for artists within your price range.
See which artists currently have their books open and taking on new appointments.
Communication between artist and client is an extremely important part of the tattoo process. Users want to be able to discuss ideas directly with their artist and build up trust prior to their appointment. This also provides users with the opportunity to pay their appointment deposit or reschedule directly in the app.
Keeping popular industry practices in mind as well as allowing for flexibility on both sides, users make an appointment request when choosing to book with a selected artist. This was to account for several possibilities including:
To prevent accidental double-booking
Provide artist and user with more flexibility in determining a date and time that fit all schedules right at the beginning of the exchange, reducing miscommunication
Ensure clients are matched with an artist who meets their wants and needs and vice versa
User Research & Brainstorming
As this was a design sprint challenge, our user research is based on personal experience. Some of our team members have been through the tattoo process or are currently in the midst of trying to schedule one. Using this firsthand knowledge, we identified key needs and areas of improvement for a user who wishes to book an appointment to get a tattoo.
We reviewed booking practices by popular tattoo artists (mainly located in the Toronto and GTA area) on Instagram and studio websites, noting the information asked in the contact information form as well as the method of scheduling used. Emails and individual booking forms were the most common ways. While most studios had a contact form available on their website, individual artists from the same studio may have their own separate, direct booking form.
Using the HMW method, we grouped our statements into categories and found 7 main areas of focus:
Meet our users! We created two personas - a first-time tattoo client and a user who has already been inked before. This was done to ensure our app was clear and understandable for the first-timer as well as efficient and easy to navigate for a returning client. To clearly outline our app's purpose, we determined the main user story for each persona.
Sketch & Ideation
Following the research stage, we individually drew up sketches and low-fidelity prototypes to ideate on features we thought most pertinent to include in our MVP. Most consideration went into conceptualizing what the scheduling process would look like, as well as how to best present artistic work coming from many artists with different styles.
Some of the features drawn and discussed include:
The ability to preview artist work
Search functionality to find artists from certain locations or shops
Ability to view and select flash tattoo designs to book
An FAQ or studio practice guide for newcomers to the tattoo studio
The option to pay a deposit in the app
To finalize and define the main features we wished to include, we developed a user flow to outline the booking navigation of our app. As this was an MVP, the main flow we chose to develop is the process a user (including both first-time and returning clients) would go through to make and confirm an appointment with a chosen artist.
Wireframes & App Map
We divided the work in creating mid-fidelity screens amongst the 4 of us. In addition, I created 3 app maps to demonstrate the intended user flow of our MVP. The booking process has been divided into 3 stages - Selecting, Booking, and Modifying. Although we did include other potential features we wanted to implement into the layout of our prototype, we did not build out full screens or interactions for these other features. We chose to include these buttons to better inform our overall design. In the case we wish to flesh out this prototype and develop these functions, having some of these elements already built-in will allow for faster and simpler future iterations.
We conducted one round of usability testing with four participants using the UserTesting platform. Our aim was to evaluate if our app was easy to understand and navigate, and if this would be a product users would be interested in having.
Based on the feedback received, we used these insights to determine which improvements we needed to prioritize and what feedback we may need to push to a later iteration. We made changes to our prototype interactions to be more intuitive, as well as ensured all visual components and language were consistent across the app.
During the course of testing, our users were asked to:
Set certain parameters to filter tattoo artists
Book an appointment with a specific artist
Modify the appointment date after confirmation
Try Our Prototype