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C L I E N T

Business Outcomes

R O L E

Product Designer

T E A M

Services Booking Team

Product Design Manager

Engineers

Content Designer

Solutions Lead / Ashley Schoenknecht

Project Manager / Jenny Yau

Booking Ad Creation

O B J E C T I V E 

Currently the ads tool doesn't effectively support the creation of a booking ad that leads customers to the in-app appointments tool. The ad creation flow asks the user to input a URL destination for a booking ad, which was causing friction in the ad creation process. We want to help businesses easily create a booking ad to direct people to the in-app booking destination to increase bookings and conversions on the platform, but also give them the option of an external URL.

A P P R O A C H

By looking at the ad creation flow holistically, we simplified the steps needed to easily create a booking ad. We set an explicit 'Get more bookings' goal, and strived to make the experience consistent across platforms. By incorporating radio buttons in a lightweight way, we introduced 1P and 3P destination selections with the 'Book now' button type for admins to have clear visibility of both options available.

CURRENT UX

Consumer platform: Internal URL auto generated for in-app indication

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Business platform: External URL destination available with errors

DISCOVERY

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CONSIDERATIONS

How Might We

Make the URL input as an alternative option for businesses that want customers to land on the in-app appointment booking flow

How Might We

Give businesses enough context on the options to make an informed decision

How Might We

Reduce friction and confusion with the current 'Book now' ad experience for businesses and customers

USER FLOW

Goal: A business admin creates a Booking Ad with a default in-app destination and a website destination

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By setting an intentional ad goal of 'Get more bookings', the 'Book now' button is displayed with both destination options. The 1P radio button is selected by default to show that it's the recommended one. The ad preview also makes the destination clear for the business admin and a customer with and without showing the URL link.

CONCEPT ITERATIONS

Toggle

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Toggle on

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Toggle off

Radio buttons

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1P radio button on

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3P radio button on

Button destination dropdown

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1P button destination

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3P button destination

Destination preview

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All services

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Specific service

DESIGN PRINCIPLES

1

Visibility

Provide two clear options upfront, a 1P and 3P option, as destinations for a booking ad to avoid ambiguity

2

Ease of use

Make it easy for an admin to understand and decide which destination to pick amongst other selections on the ads platform, without any additional interactions 

3

Scalable

Use patterns that can scale across platforms and design systems for a cohesive experience

DESKTOP FLOW

iOS 

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Landing

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Edit button selection

ADDITIONAL EXPLORATIONS

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Move options to the end 

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VISUAL / PRODUCT DESIGNER

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