Booker by Mindbody
Transforming the checkout experience at spas and salons
B2B SaaS product
Booker's users, front desk workers at spas and salons, had to launch the POS (Point-of-Sale system) in a new browser tab every time they took payment from a customer. This was the result of technical requirements from Booker's new payment processor, but I felt this was a significant usability issue.
High-level proposed solution
I suggested we embed the POS as a floating side panel above the main calendar view. This had the advantage of keeping users in their existing context during the busy workday.
Visualizing the new experience
Booker's POS is a complex system encompassing a wide range of use cases. I began the work of translating the existing POS functionality to the new form factor, as well as incorporating new requirements as they came in.
Starting an order
With an overall emphasis on speed and ease of use, I designed a number of workflows, starting with the basic case of beginning a new order from scratch.
Booker's customers offered a range of products and services, as well as more complex items such as series, gift cards, and memberships.
Many of Booker's customers used a Clover terminal to accept payment cards; I designed a tight integration for this process.
The system had to support detailed receipts, refunding and voiding orders, and, critically for a service business, tip adjustments.
Booker's vertical focus on spas and salons enabled them to address unique use cases such as multiple gift certificates and post-order price adjustments.
I designed over 75 unique interfaces to illustrate the many scenarios supported by the POS.
Users responded positively to the new UI, reporting faster checkouts and less confusion during the workday. The new design also forms the basis of Booker's updated mobile app.