reserve | client project | case study
TRANSCRIPT
UX DESIGN PROPOSAL • APPLE WATCH APP
JANICE TSAI • STEPHEN EBERLY • JEN NG
A PERSONAL CONCIERGE FOR CREATING SEAMLESS DINING EXPERIENCES.
BOSTON • LOS ANGELES • NEW YORK CITY • SAN FRANCISCO
RESERVE • INTRO
WHAT IS RESERVE?
NATIVE APP
NATIVE EXPERIENCE SCREENSHOTS FROM THE NATIVE APP
RESERVE • NATIVE APP
WELCOME SCREEN RESTAURANTS LISTING RESTAURANT PROFILE
RESERVE • NATIVE APP
NATIVE EXPERIENCE SCREENSHOTS FROM THE NATIVE APP
PAYMENT CONFIRMATION RATINGS SCREEN
CONCIERGE SERVICE Reserve handles everything from restaurant suggestions
to payment-processing after a meal.
V. I .P. SELECTIONS Reserve offers a highly curated & exclusive listing of restaurants.
DESIGNED WITH RESTAURANTS IN MIND No fee for restaurants to join.
Flexible - doesn’t force them to hold tables. Private feedback from Reserve diners.
RESERVE • ABOUT
HOW IS RESERVE DIFFERENT?
BUSINESS Extend the nat ive app experience to the Apple Watch.
Encourage diners to explore new restaurants . Generate more business for a l l restaurants .
USER Have a seamless reservat ion and dining experience.
Have an easy way of responding to noti f icat ions on the Apple Watch.
DESIGNER Maintain the company brand in the Apple Watch extension. Identi fy the most essentia l funct ions of the nat ive app to
transfer to the Apple Watch design.
RESERVE • GOALS
GOALS
RESEARCH
SOURCES
37 SURVEYS
12 INTERVIEWS
BUSINESS SUCCESS STORIES
ITUNES APP
REVIEWS
COMPARATIVE ANALYSES
CLIENT DECKS
RESERVE • RESEARCH
COMPETITIVE ANALYSES
INTERVIEWS
JULIE GABE LUCAS CAROLYN
ANDREW LISA LEAH KELLY JON
PATRICK VICTORIASAL
RESERVE • RESEARCH
INTERVIEW HIGHLIGHTS • 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
INTERVIEW HIGHLIGHTS • 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
INTERVIEW HIGHLIGHTS • 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
RESERVE • RESEARCH • TESTING THE NATIVE APP ON IPHONE & IPAD
DESIGN RECOMMENDATIONS
KEY TAKEAWAYS
VIBRATING NOTIFICATIONS ARE ESSENTIAL & EFFECTIVE SOLUTION • Save for core call-to-actions
ACCESSIBLE NOTIFICATIONS ADD 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
WATCHKIT HOMEPAGE
UPCOMING RESERVATIONS • Contains list of upcoming restaurant reservations. If you tap on restaurant, confirmation details will appear.
PENDING REQUESTS • Contains list of pending requests and their status (Waitlisted, Requested, etc.) If the user hasn’t requested any restaurants, the app will tell the user to go
to the Reserve native app.
RECOMMEND A RESTAURANT • Recommendations will appear if a request has been started from the Reserve native app (app has diner data to pull from). If the user hasn’t started a request, they can browse restaurants by zooming in on the photo of the restaurant (by
twisting the Digital Crown). When they’re ready to make a request, the app will push user to Reserve native to input dining info.
INVITE FRIENDS • User can tap share buttons along bottom of the screen. Apple’s contacts list will come up, user can select contact, and app will auto-populate share platform with
copy & friends’ contact info.
RESERVE • DESIGN RECOMMENDATIONS
PERSONAS
KEY FEATURES Notifications, Recommendations, Reminders, Social RESERVE • PERSONAS
KEY FEATURES Notifications, Recommendations, RemindersRESERVE • PERSONAS
LYLE’S USER STORY
RESERVE • USER STORY
Short Look: Reservation Offer
Long Look: Shoulder time
offer from Carbone
Tap “Keep Waiting”
Notification: Waitlisted + Can I
recommend?
Tap “See Recommendations”
RESERVE: Lyle sends request for Carbone, table for 2,
2/28, 5-7pm
ZZ’s Clam Bar Details
Tap into ZZ’s Clam Bar
Recommendation Overview
Tap back Recommendation Overview
Tap into Pagani Pagani Details
Tap “Add Request”
Apple Watch Home
Press Digital Crown Pagani: Submitted
Tap RESERVE WatchKit icon
WatchKit app landing page
Tap “Pending Requests” Pending Requests
Short Look: Confirmation
Long Look: Confirmation from
CarboneTap “Dismiss” Apple Watch
Home
RESERVE: Confirmation notification
from Carbone
FLOWS
APP MAP
RESERVE • APP MAP
Reserve WatchKit App Landing Page
Apple Watch Home
Pending RequestsUpcoming Reservations Invite FriendsRecommend a
Restaurant
List of Confirmed and Upcoming Reservations
Reservation Details
List of Restaurants
Restaurant Details
List of Pending Requests and Their Status
Invitation Code
Sharing Platforms (Twitter, FB, Email,
SMS)
Tap “Go to Reserve App”
RESERVE(on phone)
Tap on Reserve Icon
Reserve WatchKit App Landing Page
Apple Watch Home
Pending RequestsUpcoming Reservations Invite FriendsRecommend a
Restaurant*
Tap Icon Tap Icon Tap Icon Tap Icon
List of confirmed restaurant(s)
List of recommendations based on original
request
List of pending requests
Send an invite screen
Restaurant details Apple contacts list
Tap on restaurant
Tap “Go to Reserve App”
Tap on Restaurant
Tap to select share platform (Email, Twitter)
Reservation details
Confirmation that request has been
sent
Tap “Add Request”
Tap on friend’s icon
Reserve invite is auto-populated w/
friend’s name
Tap to submit
Reserve WatchKit App Landing Page
Tap “Go to Reserve App”
RESERVE(on phone)
RESERVE(on phone)
HOMEPAGE
RESERVE • FLOWS
CONFIRMATION
RESERVE • FLOWS
Short Look: Confirmed
Long Look: Reservation
Confirmation w/ Details
Tap “Dismiss”
RECOMMENDATIONS
RESERVE • FLOWS
Tap on Reserve Icon
Reserve WatchKit App Landing Page
Apple Watch Home
Tap Recommend a Restaurant*
List of recommendations based on original
request
Restaurant details
To book: tap “Go to Reserve
App”
Tap on Restaurant
Confirmation that request has been
sent
Tap “Add Request”
Montage of restaurant photos
Zoomed in view of montage area
Tap on area of montage
Restaurant detailsTap on specific
restaurant photo
If a request was started in native (so Reserve has diner info),
then:
If no request was started
in native app, then:
RESERVE(on phone)
REMINDER
RESERVE • FLOWS
Short Look: Confirmed
Long Look: Reservation
Confirmation w/ Details
Tap “Dismiss”
Tap “See Map”
Open Maps w/ restaurant address
populated
SHOULDER TIME
RESERVE • FLOWS
Short Look: Reservation Offer
Long Look: Shoulder time
offer from restaurant
Tap “Keep Waiting”
Notification: Waitlisted + Can I
recommend?
Tap “See Recommendations”Restaurant Details
Tap into restaurant for
details
Recommendations Overview
Tap “Add Request”
Request Submitted!
PAYMENT & RATE EXPERIENCE
RESERVE • FLOWS
Short Look: Payment
Long Look: “PAID”, Billing Summary
Tap “Rate Experience”
Rate Experience Screen
Tap star iconsSurvey submitted! Tap “Submit” Stars fill
ANNOTATED WIREFRAMES
RESERVE
Reminder
RESERVE
Confirmed
DISMISS
6:30 PM
2/28/15
2 guests
181 Thompson St. NY, NY
CONFIRMED
Reserve
5:10
Carbone
SEE MAP
DISMISS
Reserve
6:30 PM
Today 2/28/15
2 guests
181 Thompson St. NY, NY
1:30
REMINDER
Carbone
User testing validated that replacing the sentence-based copy with icons made for a visual, clean and simplistic way of conveying information.
HIG: “The system also adds a Dismiss button and any app-defined action buttons at the end of the notification.”
“SEE MAP” will allow users to access the map viewwithin the watch appfor geographical context of their upcoming reservation.
Assumes Reminder appears approx. 2.5 hours before reservation.
1.2
1.4
HIG: “The structure of the Long Look interface is the same for all apps. The system overlays the app icon and app name on top of a sash area, which blurs the content underneath it.”
1.1
1.3
1.1
1.3
1.4
SHORT LOOK - CONFIRMED
LONG LOOK - CONFIRMED
SHORT LOOK - REMINDER
LONG LOOK - REMINDER
1.2
RESERVE • ANNOTATED WIREFRAMES
This copy may need to be changed back to “expires in 30 minutes” due to time zone restrictions.
*Future idea: Incorporate a countdown of the time they have left to respond to an offer as a short glance.
Time and date are explicit so users know what to expect from being waitlisted.
Original requested time is explicitly stated in the copy to remind users what they had originally requested.
“LET’S DO IT” prompts a Confirmation notification for that time and date.
“KEEP WAITING” prompts a the Waitlisted notification.
“SEE RECOMMENDATIONS” will push users to a hierarchical screen listing 3 suggested restaurants.
2.3
2.4
2.6
2.2
2.5
2.1
SHORT LOOK - SHOULDER TIME
LONG LOOK - SHOULDER TIME
WAITLISTED
RESERVE
Reservation Offer
DISMISS
KEEP WAITING
LET’S DO IT
3:08
Reserve
Carbone
RESERVATION OFFER
“Carbone is not available from 5-7 PM on Feb 28. Would you like to accept a high top at 9:00 PM?”
This offer expires at 3:38 PM today.
SEE RECOMMENDATIONS
DISMISS
3:09
Reserve
Carbone
WAITLISTED
“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?”
2.2
2.3
2.4
2.5
2.6
2.1
RESERVE • ANNOTATED WIREFRAMES
*Adding a restaurant will not cancel your waitlist at Carbone.
RECOMMENDATIONS
Suggestions are chosen by 1. similar cuisine type, 2. location, and 3. highly rated.
“ADD REQUEST” will add the selected restaurant to the request container, for the original time & date requested.
Users can tap back to the main recommendations screen and continue adding restaurants to the request container.
Dining information is reiterated so users understand that the recommendations are for original times.
“GO TO RESERVE APP” pushes users to the native app.
3.3
3.2
3.4
3.1
3.1
3.2
3.3
3.4
Contemp. 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
ADD REQUEST
< RESERVE 3:11
Dinner for 2 on Feb 28Between 5:00-7:00 PM
Pagani
ZZ’s Clam Bar
Bacchanal
ItalianWest Village
SeafoodGreenwich Village
Contemp. AmericanLittle Italy
GO TO RESERVE APP
RESERVE 3:09
Pagani suits every occasion, from a romantic dinner for 2 to outings with friends.Adding a restaurant will not cancel your waitlist at Carbone.
Dinner for 2 on Feb 28Between 5:00-7:00 PM
ItalianWest Village
Pagani
ADD REQUEST
< RESERVE 3:10
Dinner for 2 on Feb 28Between 5:00-7:00 PM
< RESERVE
SUBMITTED
3:11
ItalianWest Village
Pagani
SeafoodGreenwich Village
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
ADD REQUEST
< RESERVE 3:10
RESERVE • ANNOTATED WIREFRAMES
SHORT LOOK - BILLING
LONG LOOK - BILLING
RATE EXPERIENCE
9:31
Reserve
DISMISS
RATE EXPERIENCE
$102.23PAID
Carbone
PAYMENT
RESERVE
Payment
HOW WAS THE FOOD?
RESERVE
Press & hold to record comments.
HOW WAS THE SERVICE?
HOW WAS THE AMBIENCE?
SUBMIT
P OO R G R E AT
Users tap on stars to rate.
“RATE EXPERIENCE” pushes user to the dining survey.
*Potential Feature: Access the watch’s microphone and recording capabilities in order to allow users to leave voice recordings as feedback.
4.3
4.2
4.1
4.1
4.2
4.3
RESERVE • ANNOTATED WIREFRAMES
You have no pending reservations. Tap
below to make one.
< RESERVE 3:08
GO TO RESERVE APP
Dinner for 2 on Feb 28Between 5:00-7:00 PM
CarboneItalian
West Village
WAITLISTED
< RESERVE 3:08
GO TO RESERVE APP
ItalianWest VillagePagani
REQUESTED
7:30 PM
2/28/15
2 guests
181 Thompson St, NY, NY
< RESERVE 3:08
GO TO RESERVE APP
CONFIRMED
Carbone
< RESERVE 3:08
GO TO RESERVE APP
CONFIRMED
Carbone
3:08RESERVE
UPCOMINGRESERVATIONS
PENDINGREQUESTS
RECOMMENDA RESTAURANT
INVITEFRIENDS
APPLE WATCH HOME RESERVE WATCHKIT LANDING PAGE
UPCOMING RESERVATIONS
PENDING REQUESTS
Invite Friends: User can tap share buttons along bottom of the screen. Apple’s contacts list will come up, user can select contact, and app will auto populate share platform with copy & friend’s contact info.
5.5
If you tap on restaurant banner, confirmation details will appear.
If the user hasn’t requested any restaurants, the app will push the user to go to Reserve native app.
Upcoming Reservations: Contains list of upcoming restaurant reservations.
Pending Requests: Contains list of pending requests and their status (Waitlisted, Requested, etc.)
5.3
5.2
5.4
5.1
5.1
5.2
5.3 5.4
5.5
INVITE FRIENDS
Give friends $25 toward their first dining experience and get $5 when they book with
Reserve
Send your codeE1WZUY
< RESERVE 3:08
< RESERVE 3:08
Go to Reserve App
Pagani suits every occasion - from romantic dinner for two to a lively outing with friends.
“To request a table here,
please go to Reserve app!”
ItalianWest Village
Pagani
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
ItalianWest Village
Pagani
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
Restaurant Name
Type of CuisineLocation
ItalianWest Village
Pagani
“I need some information before I can suggest an appropriate dining experience for you. Tap below to get started!”
< RESERVE 3:08
GO TO RESERVE APP
Dinner for 2 on Feb 28Between 5:00-7:00 PM
Pagani
ZZ’s Clam Bar
ItalianWest Village
SeafoodGreenwich
< RESERVE 3:08
GO TO RESERVE APP
Contemp. AmericanLittle Italy
Bacchanal
RECOMMEND A RESTAURANT
OPTION 1: If the user hasn’t started a request yet, the watch can push the user to the native app to input diner data.
(OPTION 2 CONT.) When ready to make a request, the app will push user to Reserve native to input dining info.
Recommend a Restaurant: Recommendations will appear if a request has been started from the Reserve native app (read: app has diner data to pull from).
Tapping a restaurant will initiate the same flow as from page 3.
OPTION 2 (preferred): If the user hasn’t started a request yet, they can browse a collage of restaurant photos (similar to Apple Watch’s Photos app).
(OPTION 2 CONT.) Users can browse restaurants by zooming in on the photo of the restaurant for more details (by twisting the Digital Crown).
6.3
6.4
6.2
6.5
6.1
6.1 6.2
6.3
6.4
6.5
RESERVE • ANNOTATED WIREFRAMES
USER TESTING & RESULTS
RESERVE • USER TESTING
RESERVE • USER TESTING
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
WIREFRAME • ITERATIONS
WIREFRAME ITERATIONS 1.1 Replaced “Success” with “Confirmed” because users felt that “Success” was vague.
User testing validated that replacing sentence-based copy with icons made for a visual and simplistic way of conveying information.
The address was added because users wanted to see it at-a-glance with other confirmation details.
Users were confused about the notification type they were receiving, so we added applicable headers for clarity.
The “See Map” CTA was added because users wanted to access the map view within the app for geographical context.
1.2
1.3
1.4
1.5
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
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
2.1 Through A/B testing, users preferred having their original requested time listed to remind them what their original time was.
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.
The copy was revised to improve the clarity of the waitlist status & time; and date specifics for the alternatives. Users were confused with the previous version.
2.2
2.3
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
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
3.1 Through A/B testing, users preferred to see their recommendations all upfront to reduce going through options page-by-page.
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 the copy “app” for clarity.
Users wanted to see selling points of the restaurant to help guide their decision-making so we included an excerpt from the longer description.
There was uncertainty over what would happen to the original reservation if the recommended alternative was requested. We included the copy here to clarify.
3.2
3.3
3.4
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
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
4.1 Through A/B testing, users preferred to see the $ amount displayed, as well as an icon to reaffirm that the bill was paid. The extra checkmark symbol left them feeling assured.
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 concise and easy. They said the current iteration was enjoyable and seamless to rate.
4.2
USER TESTING • HIGHLIGHTS
- COLE / 37 Y.O. / WEB DEVELOPER / NYC
“No one wants to scroll on a watch.”
“Just make it lazy. People are lazy. They want the least amount of reading and work."
“Don't say ‘Do you want to see other options?’ Instead, say ‘Here are other options to choose from.’ The more options you give the consumer, the less appeal. They want you to tell them what the options are.”
- SHARON / 35 Y.O. / SOCIAL MEDIA STRATEGIST / AUSTIN
- KEVIN / 40 Y.O. / TEACHER / ATLANTA
RESERVE • USER TESTING & RESULTS
NEXT STEPS
TEST & EXPAND ON WATCHKIT APP FEATURES
CONTINUED TESTING W/NATIVE APP (V1 .3+)
MONITOR USERS’ BEHAVIOR WITH THE WATCH OVER TIME
CRITICAL ASSESSMENT OF USER EXPERIENCE FEEDBACK ABOUT NATIVE APP + APPLE WATCHKIT APP
RESERVE • NEXT STEPS
NEXT STEPS
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
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
FUTURE FEATURE IDEAS
RESERVE • NEXT STEPS
OPTION TO EDIT RESERVATION DETAILS ON THE WATCH
WHAT • Users would like to edit their reservation details from the Confirmation & Reminder notifications.
WHY • This came up repeatedly in user tests.
HOW • Would editing capabilities push to the native app, or stay in the watch? Can text be made clickable within a
notification?
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
V.I .P. TREATMENT FOR RESERVE REGULARS
WHAT • If a user has booked the same restaurant through Reserve several times, they should receive special perks (e.g. free dessert).
WHY • To make customers feel like V.I.P.s
HOW • Strengthen the relationship between Reserve and partner restaurants. Restaurants should view Reserve clients as V.I.P.s.
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
SURPRISE OFFERS
WHAT • “Carbone has a table for 2 open tonight at 6:30 PM. Would you like it?”
WHY • To surprise & delight users, a key concierge behavior. SCENARIOS: A user favorites a restaurant or has tried to book a restaurant previously, but
couldn't get in.
HOW • A user has rated a restaurant’s experience particularly well in the past. The restaurant can see that a user is interested in them from their Venue app, and can send the user an offer if they see that they have an open table. Reserve would need a Favorites feature and access to diner
history.
FUTURE FEATURE IDEAS : DETAILS
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
SURPRISE OFFERS
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
WHAT? • Allows users to leave voice-recorded feedback during the “Rate Your Experience” survey.
WHY? • The microphone is the most accessible way to leave feedback on the watch.
HOW? • Access the watch’s microphone and recording capabilities.
HOW WAS THE FOOD?
RESERVE
Press and hold to record comments.
HOW WAS THE SERVICE?
HOW WAS THE AMBIENCE?
SUBMIT
P OO R G R E AT
FUTURE FEATURE IDEAS : DETAILS
VOICE-RECORDED FEEDBACK
RESERVE • NEXT STEPS
LOCATION-BASED REMINDERS & 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 : DETAILS
RESERVE • NEXT STEPS
GUARANTEED ALTERNATE RECOMMENDATION TIMES
WHAT? • Offer a specific time for users to accept/decline when they go to view alternate recommendations.
WHY? • To minimize user wait time, a current pain point.
HOW? • Operations must confirm restaurant availability prior to the user viewing recommendations. Ideally, pull diner data for preferences.
No, thanks
Let’s do it
MediterraneanUnion Square
Aldea
“Aldea has a table for 2 at 6:30 PM available right now. Would you like it?”
Dinner for 2 on Feb 28Between 5:00-7:00 PM
< RESERVE
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
RE-PING THE RESTAURANT IF A SHOULDER OFFER IS MISSED
WHAT? • Users have indicated a desire to be able to resubmit a request if they miss a shoulder time offer.
WHY? • A concierge should never say no, but should provide opportunities for an alternative.
HOW? • Build out system to re-ping restaurant in native app first. Database to keep offer history.
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
WHAT? • Users receive a notification at the restaurant that their check has been paid, and they can leave. Mirrors the physical card they receive.
WHY? • To streamline the user ’s dining experience.
HOW? • Reserve must sync with the restaurant on timing of closing the bill.
3:08
Dismiss
Rate Experience
Reserve
THECHECKIS PAID.
“THE CHECK IS PAID”
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
OTHER POTENTIAL FEATURES TO INCLUDE
SETTINGS • Change your default tip amount from the watch by twisting digital crowns.
INCORPORATE COUNTDOWN • To illustrate amount of time left to respond to shoulder time offers.
BILLING HISTORY
DINER HISTORY
FUTURE FEATURE IDEAS : DETAILS
THANK YOU