Beauty-bar CRM rethinking
This CRM system is crafted to streamline the operational processes of a network of beauty bars across 12 countries and 35 cities, catering to 300,000 clients annually.
It offers tools to elevate customer service, effectively manage resources, and boost profitability for this extensive beauty network.
My role
Acted as the Lead Designer and closely partnered with the developer's team. The work process included user flows, wireframing, prototyping, user research and testing, and design systems influence.
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Business and User Research
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Information Architecture
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Design System
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Interface Design
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User Testing
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Service Design
The Ask
The business grew, and the number of branches in different countries increased thanks to the franchise. Providing all beauty salons with quality customer service and convenient tools for all business processes and roles was important.
The design looked dated and overloaded with information; some flows were complex and time-consuming.
Determining the Problem
My first task was to outline the key pain points of the users and then determine how the redesigned design could solve them. To do this, I went to the salon and stood at the reception desk together with the administrators. I had the opportunity to observe everything they do, in what conditions, what tasks they solve and what problems they face
Accessibility
Our current design system was falling short of meeting accessibility standards. We solved this by creating a new design system that included typography, color, buttons, components, iconography, interactions, and links, to name a few.
Productivity and time to complete tasks
In the central section, “Schedule” where people work 8 hours a day, and their speed affects the service, the information density was very high, and finding the required appointments quickly was challenging.
We left the administrator only the valuable information needed when meeting with the client. We added a current time indicator, which significantly affected the speed of finding the required appointment, and added the ability to inform the staffer about the client’s arrival.
Discovery and Browsing
We added a search to the schedule page; this allowed us to find the right stuffer and dive into his schedule quickly.
We also optimized the appointment card: based on the user's feedback, we removed unnecessary information and abandoned overlay modal solution and decision devised a sidebar solution for the appointment card, which made the booking process simpler and more transparent
Expanding the ability to control business metrics
We have created a dashboard that allows you to monitor all key business metrics, compare them with previous periods, and keep your finger on the pulse.
Users complete the top tasks by 25% faster
Thanks to project team’ hard work and passion, we improved the critical business metrics, created a solid UX, and built an infrastructure for the GxBar franchise.
Users are happier with more efficient work
Users create new reports more often