REACH.ai
booking experience

REACH.ai scans a salon’s live appointment book for last-minute openings and cancellations, then contacts customers by email or SMS to fill them.

Customers needed a brand new way to book those openings with the providers they know. As lead product designer, I built the booking experience from the ground up, aiming for a simple, enjoyable flow with less drop-off.

Users confirmed it was a success, and a 1-step SSO sign-in significantly reduced drop-off.

What I owned

• Researched users and competitor booking flows
• Mapped the information architecture, from sitemaps to navigation
• Designed the UI and an atomic design system
• Tested flows and iterated, including removing the waitlist

a new booking experience, built from the ground up

0-to-1

steps to book a last-minute appointment

3

step to sign in with SSO

1

These customers want booking to be easy, on a regular cadence, and with the provider they already know. The experience had to handle every situation, whether they arrive by email or SMS, while keeping booking simple and cutting drop-off.

Frustrations

• Booking appointments far into the future
• “I don’t want to think about booking”
• Being placed with a different provider, with no rapport

Goals

• Easy booking
• Book on a cadence
• No hassle

I studied existing booking flows and UX patterns for last-minute reservations. Then I built sitemaps, content hierarchies, and navigation models so customers could find what they needed without friction.

Design challenges

• Starting from zero: a brand new experience, so I mapped the information architecture before designing screens.
• Every situation: customers arrive by email or SMS depending on their status, and one flow had to handle each case.
• No metrics: real-time feedback and user testing guided each iteration.

Welcome screen

Customers search by service or provider, so finding the right opening is quick.

Book an appointment

A simple 3-step flow (find, review, confirm) keeps last-minute booking pleasant.

Join a waitlist

Users wanted to see a provider at a specific time, so we added a waitlist. After testing, it didn’t significantly impact bookings and was removed.

1-step SSO sign in

Simplifying sign-in to a single SSO step significantly reduced drop-off.

Users confirmed the new booking platform was a success. Without metrics, we relied on real-time feedback and user testing to iterate and refine the design.

Other results

• Confirmed as a success by users
• Waitlist tested, found not to move bookings significantly, and removed
• Built from the ground up, with an atomic design system