UX Case Study · Web
UX case study for a new Colombo salon moving from walk-ins, phone, and WhatsApp to a responsive web experience.
01
A new salon in Colombo, Sri Lanka was growing fast through walk-ins, phone calls, and WhatsApp - but scheduling chaos was hurting both customers and staff.
Customers wanted a simple way to book a slot and avoid uncertainty. Staff needed a clear view of who's next, which stylist is free, and how the day is planned. The owner needed visibility into operations without adding complexity for a team that isn't highly technical.
The goal: design a responsive web experience that turns a chaotic walk-in culture into confident online booking for customers and manageable operations for staff - reducing wait times and improving the experience for everyone.
02
Operational pain on the floor and unclear booking paths online.
Longer waiting times
Unpredictable queues
No standard way to confirm or track appointments
Difficulty managing availability & stylists
03
Surveys with customers and staff, plus analysis documented on Medium.
Read the customer survey here.
Read the full analysis on Medium
Participants: Mostly male respondents, ages 15-40+ (majority 31-40).
Customers book by phone or WhatsApp because there is no trusted digital tool. They want shorter waits, visible slots, and the ability to book themselves - with WhatsApp as the top notification channel.
04
Four customer archetypes and three staff roles shaped separate flows and priorities.
Front Desk Assistant
31 years · Kandy · Mid tech savvy
Pain points
Needs
Hair stylist
28 years · Negombo · Mid tech savvy
Pain points
Needs
Owner
42 years · Colombo · Low tech savvy
Pain points
Needs
University student
15 - 25 years · Colombo · Tech savvy
Pain points
Needs
Accounting manager
26 - 30 years · Colombo · Tech savvy
Pain points
Needs
Software architect
31 - 40 years · Colombo · Mid tech savvy
Pain points
Needs
Business owner
40+ years · Colombo · Low tech savvy
Pain points
Needs
05
Proposed online flows mapped pain points and opportunities across four roles.
| Stage | Journey | Pain points | Opportunities |
|---|---|---|---|
| Discovery | Search online or social media | Less info on stylists | Stylist profiles with past work |
| Browsing services | Explore services, pricing & stylists | Unclear service descriptions & costs | Clear descriptions & estimated durations |
| Selecting time | Select a stylist & time | No real-time availability info | Dynamic booking calendar |
| Confirmation | Enter details & confirm | No instant confirmation | Instant confirmations |
| Salon day | Arrival & check in | Unexpected wait times | Real-time updates & estimated wait time |
| Post appointment | Feedback & re-booking | Forget booking the next visit | Follow-up reminders for feedback & rebooking |
| Stage | Journey | Pain points | Opportunities |
|---|---|---|---|
| Daily check-in | Review appointments of the day | No way to check available slots | Real-time dashboard for tracking |
| Managing walk-ins | Add walk-ins to the queue | Frustrated customers | Show estimated wait times |
| Handling no-shows | Call no-show customers & reschedule | Trying to fill missed slots | Automated reminder notifications |
| Closing operations | Update & check reports | Difficult to track daily earnings | Automated daily reports |
| Stage | Journey | Pain points | Opportunities |
|---|---|---|---|
| Daily check-in | Logs in and checks appointments | Double bookings | Real-time updates |
| Serving clients | Performs service | Last-minute changes | Buffer time between appointments |
| Breaks & downtime | Scheduled breaks or accepts walk-ins | Unpredictable gaps in appointments | Real-time schedule updates |
| Closing & review | Earnings, tips & feedback | Hard to track client preferences | Store client history |
| Stage | Journey | Pain points | Opportunities |
|---|---|---|---|
| Business performance | Reviews bookings, revenue & trends | Manual tracking | Automated dashboard |
| Staff management | Stylist schedules and leaves | Balancing workloads | Easy shift management system |
| Customer feedback | Analyzes reviews to improve service | Collecting feedback | Post-service rating system |
| Promotions & growth | Discounts & loyalty programs | Tracking customer retention | Tracking repeat customers |
06
Global salon tools lack walk-in queue management and local market focus for Sri Lanka.
| Feature | Fresha | Booksy | Vagaro | Setmore | Salonist | Easyweek |
|---|---|---|---|---|---|---|
| Online booking | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Real-time availability | ✓ | ✓ | ✓ | - | ✓ | ✓ |
| Automated reminders | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Walk-in queue management | - | - | - | - | - | - |
| Staff schedule management | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Customer feedback system | ✓ | ✓ | ✓ | - | ✓ | ✓ |
| Payment integration | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Local market focus (Sri Lanka) | - | - | - | - | - | - |
07
Two experiences: a customer-facing booking site and a staff dashboard.
08
Early flows for customer booking and staff management.
09
High-fidelity screens and interactive prototype.
10