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SOURCES
37 SURVEYS
12 INTERVIEWS
BUSINESS SUCCESS STORIES
ITUNES APP
REVIEWSQUORASLACK
CLIENT DECKS
RESERVE • RESEARCH
INTERVIEWS
JULIE GABE LUCAS CAROLYN
ANDREW LISA LEAH KELLY JON
PATRICK VICTORIASAL
RESERVE • RESEARCH
INTERVIEWS • CONCIERGES
- LEAH / 29 Y.O. / PR MANAGER / NYC
“Always offer an alternative if you can’t accommodate the original request.”
“Mandarin Oriental's pillars say 'We will record customers’ preferences in order to surprise and delight guests.’”
“Guests always want to have a single point of contact to feel like they’re taken care of.”
- KELLY / 22 Y.O. / REGIONAL SALES MANAGER / NYC
- JULIE / 31 Y.O. / HOTEL MANAGER / SEATTLE
RESERVE • RESEARCH
INTERVIEWS • TECH ENTHUSIASTS
- JON / 23 Y.O. / STUDENT / NJ
“After using my smart watch for a while, I figured out which apps had features that suited my needs. Then I used my watch differently according to the new functions I discovered.”
“I use the Moto 360 exclusively for short responses. Usually when in transit somewhere — when walking or carrying something.” - LUCAS / 25 Y.O. / INTERACTION DESIGNER / BALTIMORE
“I check all my notifications on the watch. I barely check my phone now unless I need to reply to a message.”- GABE / 25 Y.O. / DATA ANALYST / NJ
RESERVE • RESEARCH
INTERVIEWS • DINERS
RESERVE • RESEARCH
- SAL / 31 Y.O. / MUSICIAN / OAKLAND
“I’m always impressed when I’m visiting a new city and can get the ‘crowdpleaser’ restaurants recommendations as well as the under-the-radar suggestions.”
“Good customer service is when a place goes a little bit out of its way to make an evening memorable with personal touches, or personal recommendations.”
“Concierges should be good listeners, taking note of your preferences without having to ask a laundry list of questions.”
- LISA / 32 Y.O. / MARKETING MANAGER / SAN FRANCISCO
- VICTORIA / 28 Y.O. / AUDIO ENGINEER / HOUSTON
KEY TAKEAWAYS
VIBRATING NOTIFICATIONS ARE VERY EFFECTIVE SOLUTION • Save for core call-to-actions
ACCESSIBLE NOTIFICATIONS ADDS CONVENIENCE SOLUTION • Keep content concise enough for quick glances
BRAND LOYALTY • PURCHASES WITHIN SAME OS SOLUTION • Make watch extension available for Android and iPhone users
SIMPLIFIED USAGE OVER TIME SOLUTION • Keep features to a bare minimum with easy onboarding
RESERVE • DESIGN RECOMMENDATIONS
MVP SET FOR V 1.3
CONFIRMATIONS
Reservations Request added
Payment
SEE MAP RATE EXPERIENCE
DISMISS
RECOMMENDATIONS
Suggested offers
GO TO RESERVE APP ADD REQUEST
NOTIFICATIONS
Shoulder time available Reminders
LET’S DO IT KEEP WAITING
SEE RECOMMENDATIONS DISMISS
RESERVE • DESIGN RECOMMENDATIONS
WIREFRAMES • 4 ITERATIONS
CONFIRMED REMINDER
RESERVE
Confirmed. Your res…
3:08
Carbone
CONFIRMED
Dismiss
Reserve
7:30 PM
2/28/15
2 guests
331 W 38th St New York, NY RESERVE
Reminder
See Map
Dismiss
Reserve
7:30 PM
Today 2/28/15
2 guests
331 W 38th St New York, NY
Carbone
REMINDER
3:08
1.2
1.1
1.3
1.5
1.4
User testing validated that replacing the sentence-based copy with icons made for a visual, clean and simplistic way of conveying information.
“See Map” CTA was added because users wanted to be ableto access the map viewwithin the watch appfor geographical context.
The address was added because users wanted to see the address at-a-glance w/other confirmation details.
Users were confused about what type of notification they were receiving, so we added applicable headers for clarity.
1.5
1.4
1.3
1.2
Replaced “Success” with “Confirmed” because users felt “success” was a bit vague.
1.1
WIREFRAMING
WIREFRAMES
SHOULDER TIME WAITLISTED
3:08
See Recommendations
Dismiss
Reserve
“We’ll let you know if a table opens on Feb 28 between 5-7pm.
Can I recommend another restaurant for the same time and date?”
Carbone
WAITLISTED
3:08
Dismiss
Keep Waiting
Reserve
Carbone
“Carbone is not available from 5-7 PM on Feb 28. Would you like to accept a high top at 9:00 PM instead?”
This offer expires at 3:38 PM today.
Let’s Do It
RESERVATION OFFER
RESERVE
You have an offer...
Letting a user know they have 30 minutes to respond required them to do the math and calculate the expiration time relative to when they saw the notification. To save them a step, which they preferred, we listed the time of expiration instead. Another alternative they liked was to see a countdown of time left to respond to an offer.
Through A/B testing, users preferred having their original requested time in the copy to remind them what their original requested time was.
The copy was revised to improve clarity of the waitlist status & time; and date specifics for the alternatives. Users were confused with previous version.
2.3
2.2
2.1
2.1
2.2
2.3
WIREFRAMING
WIREFRAMES
RESERVE
Go to Reserve App
Pagani
ZZ’s Clam Bar
Bacchanal
ItalianWest Village
SeafoodGreenwich
Contemporary AmericanLittle Italy
Dinner for 2 on Feb 28Between 5:00-7:00 PM
< RESERVE
Add Request
ItalianWest Village
Pagani
Pagani suits every occasion - from romantic dinner for two to a lively outing with friends.Adding a restaurant will not cancel your waitlist at Carbone.
Dinner for 2 on Feb 28Between 5:00-7:00 PM
Add Request
SeafoodGreenwich
ZZ’s Clam Bar
Michelin Star 2015Adding a restaurant will not cancel your waitlist at Carbone.
Dinner for 2 on Feb 28Between 5:00-7:00 PM
< RESERVE
Add Request
Contemporary AmericanLittle Italy
Bacchanal
Best New Bar & Restaurants 2014-ThrillistAdding a restaurant will not cancel your waitlist at Carbone.
Dinner for 2 on Feb 28Between 5:00-7:00 PM
< RESERVE
There was confusion with the copy “Go to Reserve.” Users weren’t sure if it referenced the name of the app or the action, so we added “app” for clarity.
There was uncertainty over what would happen to the original reservation if the recommended alternative was requested. We included this copy here to clarify.
Users wanted to see selling points of the restaurant to help guide their decision-making so we included an excerpt from the longer description.
3.4
3.3
3.2
Through A/B testing, users preferred to see their recommendations all upfront to reduce going through options page-by-page.
3.1
3.2
3.1
3.3
3.4
RECOMMENDATIONS
WIREFRAMING
WIREFRAMES
How was the food?
RESERVE
How was the service?
How was the ambience?
Submit
RESERVE
The Bill is Paid
3:08
Dismiss
Rate Experience
Reserve
$102.23PAID
Carbone
Most users were fine with rating their experience directly on their watch app and immediately after the payment confirmation screen as long as it was kept brief and easy. They said the current iteration was easy and seamless to rate.
4.2
Through A/B testing, users preferred to see the $ amount displayed, as well as an icon to reaffirm that the bill was taken care of. The extra checkmark symbol left them feeling assured.
4.1
4.14.2
PAYMENT RATE EXPERIENCE
PAYMENT
WIREFRAMING
CONTINUED TESTING W/NATIVE APP
CONTINUED TESTING W/WATCH APP
CONTINUED TESTING W/NATIVE +WATCH APP INTERACTIVITY
MONITOR USERS’ BEHAVIOR WITH THE WATCH OVER TIME
CRITICAL ASSESSMENT OF USER FEEDBACK
RESERVE • NEXT STEPS
FUTURE FEATURE IDEAS
EASY RESERVATION EDITING SOLUTION • Allow users to quickly change reservation details
on watch.
V. I .P. TREATMENT SOLUTION • Special perks for regular Reserve diners.
SURPRISE + DELIGHT SOLUTION • The restaurant can see that a user is interested in them
from their Venue app, and sends an offer if there are open tables.
RESERVE • NEXT STEPS
FUTURE FEATURE IDEAS
RESERVE • NEXT STEPS
3:08
Dismiss
Edit Offer
Keep Waiting
Reserve
Carbone
Hi, Evelyn! You mentioned being interested in eating at Carbone, and I have a table for 2 tonight at 6:30 PM. Would you like it?”
This offer expires at 3:38 PM today.
Let’s Do It
SPECIAL OFFER
FUTURE FEATURE IDEAS
Surprise Offers
FUTURE FEATURE IDEAS
IN-WATCH VOICE-RECORDED TECHNOLOGY SOLUTION • Offer voice recordings for feedback during
the “Rate Your Experience” survey.
LOCATION-BASED REMINDERS SOLUTION • Notify users when to depart for their restaurant
reservation based on their location.
GUARANTEED ALTERNATE RECOMMENDATION TIMES SOLUTION • Offer a specific time for users to accept/decline when
they go to view alternate recommendations.
RESERVE • NEXT STEPS
RESERVE • NEXT STEPS
Location-Based Reminder and Directions
What? “To arrive on time for your 5:00 PM reservation, please leave in 10 minutes.” The watch will provide turn-by-turn directions to the restaurant.
Why? To provide an additional concierge-like service.
How? Access user’s location data and map functions
3:08
See Map
Get Directions
Dismiss
Reserve
“To arrive on time for your 5:00 PM reservation, please leave in 10 minutes.
Carbone
LEAVE SOON
FUTURE FEATURE IDEAS