Vagaro is an all-in-one business management software and online marketplace that streamlines operations for beauty, spa, wellness, and fitness SMB's to over 208k users, with tools for online booking, scheduling, payments, and marketing.
Vagaro's House Call feature gives businesses the ability to perform their services outside their own location and allows customers of businesses to book a house call service on the Vagaro Marketplace.
Upon reviewing hundreds of user feedbacks, we identified key limitations in Vagaro's current House Call feature:
Businesses lack the ability to notify customers to notify their customers in app, when they are en route or have arrived, and
the inability to set a service radius for house calls, allowing bookings from far distances.
These critical improvements aligned with our company goal of breaking into the Med Spa industry and shifted to a high priority at the dawn of COVID. The global shutdown underscored the need for flexible and safe, at-home services, pushing us to focus our efforts on solving these issues swiftly and efficiently.
Design Lead
2 Product Managers
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2 Engineer Managers
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12 Developers
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2 Copywriters
Vagaro Web App & Vagaro Native Pro App
Allow Vagaro businesses to create and manage their business with the added option to serve their customers at the business location, at a customer's location, or both and give Service Providers the ability to notify their customers
The design plan focused on three main areas: identity access management, improve discoverability, and optimize the secondary user invite flow.
The design plan focused on three main areas: improved discoverability, enhance house call booking flow for businesses and their customers, and optimize pre service notifications.
287 ZenDesk tickets
200 Targeted customer surveys
Met with 4 local businesses
Competitor Analysis
Ability to block time before and after a house call
Add additional house call fees
Allows marketplace users to filter mobile services
Notify customer business is en route to clients location
Businesses needed the ability to set a radius
Ability to set their Service Area Radius (SAR) and select cities within SAR
SAR update made us reevaluate customer booking flow, as to notify customer early in journey that they were outside of the business's SAR
Made the same revision for in-house booking flow and added real-time google map ETAs so service providers know how long the drive typically is during the service time.
Relocated and redesigned house call settings helped for onboarding and contextual recall