Customers who wanted to book were being sent back to the phone.
The app was the main way people booked, and it was rated 2.5 stars. Every failed booking became a call to a location where someone was already serving a customer in the chair. The people who did not bother to call went elsewhere.
The problems were built into the platform rather than sitting on the surface. Patching screens would have spent a year proving it. We rebuilt the booking experience around the way the business already runs, and left its internal operations alone on purpose.
Booking volume doubled. 70,000 people use it every month, twice as many as before. Ratings went from 2.5 to 4.9 on iOS and 2.2 to 4.8 on Android.


