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Appointment Booking Solution

Creating a seamless in-app booking system to drive engagement and retention

Overview

RoundGlass is a wellness startup aiming to unify physical, mental, and emotional wellbeing through a single digital platform. I led design for a new in-app appointment booking system—part of a broader initiative to replace third-party tools and create a cohesive, end-to-end experience for both users and providers.

Apt Booking 02.png

Problem Statement

The existing booking process depended on third-party tools, pulling users out of the app and creating a fragmented experience. Stakeholders wanted to keep users and providers inside the RoundGlass ecosystem—reducing churn, improving usability, and laying the groundwork for deeper engagement. The system needed to support both 1:1 coaching and group sessions while being intuitive for users and manageable for providers. I was brought in to lead design for an integrated solution, with a tight six-week timeline tied to a key product milestone.

Users & Audience

  • Wellness Participants
    Paying members of the platform, ranging from first-time users exploring meditation or fitness, to regulars with ongoing coaching relationships—mostly accessing the app via mobile.
     

  • Wellness Providers
    A mix of full-time coaches and contracted specialists (e.g., meditation, fitness, nutrition), needing easy availability management, confirmation visibility, and reduced admin overhead.

Role & Responsibilities

I was the sole product designer on the project, responsible for both UX and UI—from flow mapping through visual design and dev handoff. I collaborated remotely with a PM and an engineering team based primarily in India, requiring early morning or late evening syncs on my end. External brand guidelines informed the design direction, but I adapted and expanded the system to suit product needs.

Scope & Constraints

  • Timeline
    Fixed six-week deadline to align with product launch
     

  • Team
    Distributed engineering team with async coordination needs
     

  • Limitations
    Lean resources, shifting startup priorities, MVP focus
     

  • Tradeoffs
    Waitlists were deprioritized after technical review; we focused on building a scalable core booking flow for group and 1:1 sessions

From Insight to Interface

Rapid iteration and delivery under startup conditions

Discovery & Requirements

I partnered with our UX researcher (whose time was divided) and took an active role in gathering early insights.
 

  • Audited existing booking flows

  • Reviewed user feedback and support tickets

  • Observed onboarding sessions and live classes

  • Mapped high-level journeys in Miro

  • Ran alignment workshops with PMs and stakeholders

 

This clarified key friction points and helped prioritize features we could realistically ship in six weeks.

Apt Booking User Research.png

Flow Mapping & Architecture

Using Miro and FigJam, I mapped the logic for both 1:1 and group bookings.
 

  • Created separate user journeys and interaction patterns

  • Annotated edge cases (e.g., cancellations, no-shows, booking limits)

  • Flagged non-MVP dependencies like waitlists

  • Tied all flows back to business logic to streamline development

Prototyping & Validation

I created mid-fidelity prototypes in Figma to simulate core flows and ran lightweight feedback loops via:

  • Walkthroughs with stakeholders and internal providers

  • Async Figma comments from the product and support teams
     

Key changes post-feedback:

  • Consolidated redundant confirmation steps

  • Improved visibility into booking status

  • Introduced simplified state indicators

 

These adjustments helped ensure clarity and usability within the MVP constraints.

Alternate Flow Discovery

Adapting Midstream: A streamlined booking path embedded on provider profile pages

Midway through prototyping, stakeholders requested a second version of the booking flow—one that could live directly on a provider’s personal profile page within the app. While the standard experience allowed users to browse and book sessions across multiple providers, this embedded flow would focus exclusively on a single provider’s services.

 

Functionally, it mirrored the main booking logic, but required a distinct visual layout. I began working on this alternate flow in parallel with finalizing the MVP, ensuring the system architecture could support both experiences without duplicating logic. Although this version wasn’t part of the initial release, we were given additional time to complete it as a high-priority enhancement.

Individual Provider Flow 01.png

Visual/UI Design

The visual system was based on branding developed by an external agency, which gave us a solid starting point. But the components and guidelines weren’t yet optimized for product UI, so I translated the core elements into a flexible design system that could handle the demands of a booking interface, while including accessibility that the branding lacked.

 

I prioritized:

  • Scalable layouts, form patterns, and feedback states

  • Familiar UI conventions like cards, tabs, and progressive disclosure

  • Accessibility basics: color contrast, legibility, and mobile tap targets

 

I documented all final UI directly in Figma, organizing components, states, and interactions for easy developer reference.

Developer Handoff & Support

With the MVP locked, I prepared annotated flows and component specs in Figma. I used async tools like Slack and Figma comments to document interaction logic, clarify design decisions, and surface edge cases.

 

Because the engineering team was distributed across time zones, I joined early-morning or late-evening syncs to walk through flows live when needed. I stayed closely involved during implementation—reviewing staging builds, answering design questions, and making quick adjustments to keep things moving.

 

My goal was to reduce ambiguity and make the system as self-serve as possible for developers.

Appointment Glamour.png

Key Results
 

  • Booking completion rate improved from ~64% to 81% post-launch
     

  • Scheduling-related support tickets dropped 35% in the first month
     

  • Average in-app session duration increased 23% for users engaging with group classes

Strategic Wins

  • Replaced third-party scheduling with a seamless, branded in-app system
     

  • Improved provider control and reduced operational overhead
     

  • Aligned with a broader product strategy to keep users in the RoundGlass ecosystem

Responsive Booking: Designed for Every Device

The booking experience was designed to be fully responsive—optimized for mobile, tablet, and desktop. Layouts and components adapt fluidly across breakpoints, ensuring clarity and ease of use whether users book from home, on the go, or in a session with a coach.

Apt Booking Mobile Phone.png

Final Design Highlights

  • Integrated seamlessly into the Roundglass Living app
     

  • Time slots shown in the user’s local time zone via geo-detection
     

  • Instructor preview cards with actionable, minimal content
     

  • Designed for scalability to support recurring sessions in future phases

Apt Booking Final Design 03.png

Lessons Learned

  • Early mapping of edge cases prevented rework and helped the MVP land cleanly
     

  • Lightweight validation, done well, can still surface critical issues
     

  • In hindsight, I would have layered in external user testing sooner if time allowed

Client Booking Flow.png
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