Book • Consent • Pay
Founding Designer
Zero to One
Brand Strategy
Design Systems
Driving 152% growth in bookings
In the evolving aesthetics industry, I transformed Faces from a basic digital consent form into a complete booking and management platform. Working closely with the founding team, I applied design thinking to build a scalable, component-driven design system. From concept to launch, I led the design process, continuously iterating based on user feedback and data to ensure the platform met both user needs and business goals.
April’s snapshot
Shop items
20 transactions
£2,493
43%
Prescriptions
10 transactions
£3,304
12%
Fees
40 transactions
£402
12%
13%
£800.00
Average order
24%
12
Online bookings
24%
£12,203
Total sales
New
40%
Climbing the ranks
You've surged 100 points and entered the top 100!
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1
Luca
2 years
2409
200
2
Ryker
2 years
2003
21
3
Dayton
2 years
1980
5
4
Bailey
2 years
2409
200
Leading the transformation
Strategic leadership
Partnered with the founders to shape the business strategy, ensuring alignment with long-term goals and market needs.
Product transformation
Evolved Faces from a consent form tool into a comprehensive management platform, driving innovation and scalability.
Revenue generation
Identified commercial opportunities and implemented strategies to drive revenue growth, enhancing the platform’s financial viability.
Community engagement
Worked closely with the aesthetics community to gather insights, ensuring the product met real user needs and built strong user relationships.
Solution development
Developed and implemented solutions that positioned Faces as a leading booking platform in the aesthetics industry.
Design thinking integration
Championed and integrated design thinking principles across the organisation, fostering a culture of innovation and creativity.
Uncovering key insights
I began with an in-depth analysis of the current platform, collaborating closely with the founding team to understand how users interacted with existing features. This audit revealed numerous opportunities to enhance functionality and capture new markets.
Turning challenges into growth
The main challenge was to shift Faces from being seen as just a consent form repository to becoming a comprehensive booking and management tool. This transformation was crucial to our innovation strategy.
Key Improvements:
– Easy booking management
– Client consent before treatments
– Tracking of bookings and payments
– Streamlined payment
– Managing employees profiles
– Deeper insights into business performance
Understanding user needs
“How can we empower practitioners to manage clients and bookings on the go?”
“What processes need streamlining to integrate essential functions like consent forms and payments?”
“How can we build trust and make it easy for the public to find, book, and consent to treatments online?”
Becoming the UK's trusted platform for aesthetics.
View prototype
Empathy-driven design
The design strategy for Faces was deeply rooted in empathy and a user-centric approach. By actively engaging with the aesthetics community through social media and real-time WhatsApp polls, I gathered immediate feedback on design ideas and approaches.
This direct interaction allowed us to validate concepts before committing to design, ensuring that our solutions were aligned with user needs from the outset.
Profile: Small business owners, freelance aesthetics practitioners
Demographics: 20-40 years old, 80% female
Characteristics: Stressed, rushed, non-technical, active on social media
Goals: Manage clients and increase bookings
Pain points: Existing software is expensive, complex, and not tailored to aesthetics
Prototyping
I developed effective solutions through sketches, wireframes, and rapid prototypes, which were tested with users via Loom videos and in-person sessions. These prototypes included:
Calendar
Appointment booking flow
Analytics dashboard
Team management
Appointment management
Consent collection
Navigation
Ideation
Based on user insights, I devised solutions through engagement in online communities and in-person discussions. Key solutions included:
Integrating consent forms into the booking flow
Simplifying booking link sharing
Automating reminders for consent forms
This user-centred approach ensured our design decisions were aligned with real needs, leading to a more intuitive and efficient platform.
Building a calendar
Objective
The goal was to enhance the calendar’s functionality to improve appointment management and team coordination. This involved introducing new viewing options, streamlining the display of booking information, and making it easier to track the status of appointments and customer actions.
Flexible views: Added options to filter the calendar by day, 3-day, week, or month, allowing users to tailor their scheduling view to their specific needs.
Enhanced information display: Introduced a ‘list view’ that provides more detailed booking information, complementing the classic calendar view.
Status tracking: Implemented traffic light tags to help businesses quickly identify customers with outstanding forms or payments, improving follow-up efficiency.
Team coordination: Integrated team members into the calendar to enable seamless scheduling across the business.
Location clarity: Applied colour coding to clearly define appointment locations, reducing confusion and improving organisational efficiency.
Results
The introduction of flexible views and status tracking has enhanced the overall user experience, allowing for more efficient booking management. The groundwork laid for future team integration will further enhance coordination capabilities once launched.
View prototype
Streamlining bookings
Objective
The aim was to shift the focus from creating consent forms to establishing a comprehensive booking process that integrates consent management, booking details, and marketing opportunities.
Key improvements
Integrated consent: Embedded consent forms directly within the booking process, simplifying the workflow and ensuring all documentation is handled in one place.
Booking details: Clarified who is responsible for each booking and where it will take place, ensuring both staff and clients have a clear understanding of their appointments.
Marketing upsells: Introduced options for marketing upsells within the booking process, allowing businesses to offer additional services and integrate marketplace fees directly into the platform.
Results
The streamlined booking process has resulted in a more cohesive and efficient workflow for businesses. By integrating consent forms directly into the booking process, users can now manage all aspects of their appointments in one place, reducing complexity and saving time. The introduction of marketing upsells within the booking flow has also created new revenue opportunities, enhancing the platform’s value for businesses.
View prototype
Key impacts
Bookings increase
The strategic shift from focusing solely on consent forms to integrating booking capabilities resulted in a 152.13% increase in bookings. This shift aligns with our objective of empowering businesses to drive growth through more effective client management.
Consent form reduction
With the platform now handling both bookings and consent forms, forwarded consent forms decreased by 74.15%. This reduction highlights the platform's ability to streamline processes, building trust in Faces to manage the entire business operation more efficiently and effectively. These results align with our chief aim of creating a comprehensive tool for aesthetic businesses.
152%
Increase in bookings.
Lessons learned
Strengths
Strategic transformation: Successfully rebranded Faces from a simple consent form tool into a comprehensive booking and management platform, leading to a significant increase in user engagement and business growth.
User-centric design: The implementation of a design thinking approach ensured the platform was closely aligned with user needs, resulting in higher user satisfaction and a more intuitive product experience.
Challenges
Data-driven decision-making: Initially, the project relied too heavily on qualitative insights, which could have been balanced with more robust quantitative data to enhance decision-making and outcomes.
Ambitious sprints: The project's sprints were overly ambitious given the available resources, leading to some overlooked items and short-term user frustrations. Smaller, more manageable iterations might have reduced disruption and accelerated progress.
Want more?
Dive in and explore the Faces ecosystem and booking management system.
View all the prototypes
