Soothe: User Flow Designs 2021-2023

Apr 2023

During my tenure at Soothe, I focused on leading the B2C user experience. I designed for 5 apps including iOS and Android Client Apps, Responsive Web Client App, and iOS and Android Provider apps. This is a very small showcase of user flows in handoff-ready state across all apps.

Problem: Clients did not have the option to reschedule their appointment with the same provider in the app. They could either call into customer service and have an agent do it over the phone, or they could essentially cancel their appointment with their provider and choose a new time, at which point, their appointment would get assigned to a random provider. Solution: Utilizing the provider’s availability, we designed an interface that let the client see their options and request a new time directly with the same provider. Additionally, we added an input for the client to type out an explanation, adding a more human element and create empathy, with the hopes that it would lead to more successful acceptance. Providers then had the option to accept, decline, or suggest other times.

Problem: Due to limited supply, Clients could only book directly with a provider when there were at least 3 to choose from in their area. This meant that oftentimes, clients were blindly matched with a provider at the time of booing. Additionally, Providers were complaining that demand was slow, and they wanted a way to create their own business. Solution: We created a sharable provider profile that providers could easily share via social media, text, or email. Clients could then be deep linked directly to their specific menu of services and book with them based on their availability.

Problem: The client booking flow was very linear. It was difficult to add multiple services and was impossible to exit, then pick up where they left off. We also were not using standard e-commerce patterns to target clients who have not completed checkout. Solution: I designed a new cart experience that allowed clients to add multiple services as save their progress.

Problem: Provider earnings and metrics were scattered throughout different places within in the app. They had a hard time understanding how they could improve their activity to get more bookings. Solution: I redesigned the outdated activity to align with Soothe’s new style guide and bring everything together all on one page so providers could more easily monitor their performance and take action based on positive or negative indicators.

Problem: Providers who use Instant Confirm needed a better way to set locations they wanted to automatically accept offers from. Zip codes were too broad, and they could not define specific neighborhoods or even streets that they did not want to work at. Solution: We created a way for providers to draw on a map exactly where they wanted to work. We then used these geographic areas to match them with clients.

Problem: Providers did not have ay history of their clients with Soothe. They only had an appointment history. This made it challenging to go create ongoing relationships with clients and engage with them regularly and schedule follow up appointments. Solution: I created a Client List, where providers could see all of their clients, ordered alphabetically or by recently booked, and even search by name. They could then easily contact them, view their appointment history together, or report inappropriate behavior much quicker.

Problem: Creating a safe marketplace requires both providers and clients to hold each other accountable, however, providers did not have an easy way in app to report inappropriate behavior they experienced from clients. They were simply required to call in and explain to customer service what happened, but this left big holes in the process when trust and safety agents needed to look into the case. Solution: We created opportunities throughout the product experience for both parties to report the other, with real time reasons that we could track data patterns, and a form for them to fill out. This also automatically blocked them from communicating and booking with each other in the future, automating manual internal processes.

Problem: Providers were concerned about being racially targetted based on their appearance. Solution: We gave them the option to add a private photo, while letting their bio and reviews speak for themselves. Providers use this feature to upload their Private photo (photos that clients see once confirmed) and their Public Photo (images first time clients see when searching the app).

In the provider app, Providers use this interface within their settings to determine what services they want to offer clients.

Similar projects

Exhibition Design: 2015 – 2017

Personal Project: National Organization of Women

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