UX Case Study: Kelly Cardenas Salon (KCS) App
Hair salon booking and shopping app.
Kelly Cardenas Salon App
Kelly Cardenas Salon (KCS) is a Paul Mitchell focused hair salon with locations in Las Vegas, Chicago, San Diego, and Salt Lake City. KCS prioritizes their guests’ experience when visiting their salons by ensuring that they are given the best quality of service, so why not extend this experience on a mobile app?
Workflows, lo-fi wireframing, task flow diagrams (pencil sketches)
Overall layout, iconography, patterns, hi-fi wireframing, clickable prototype (Figma)
January - February 2018 (~6 weeks)
Let’s be honest, phone calls aren’t the best way to communicate anymore. Either the guest is occupied or the salon is too busy (or closed), and the guest and salon staff member are caught in a game of phone tag. It can get pretty frustrating for both parties.
They send emails too, but sometimes they end up going to the guests’ spam folder -who really checks their spam folder?
The website solves this problem. Guests may book, confirm, cancel, or reschedule their appointments, shop for products, tools and merchandise, and get more information on the salon such as their locations, their stylists, and services offered. It’s even optimized for mobile use, so guests can load the website on their phone’s web browser. It’s great, however, it does take a few steps to get to the website (and it does take a minute to load):
Open web browser app → search for KCS website → click link → wait for website to load
Open web browser app → type KCS website’s URL → wait for website to load
Although KCS has a diligent salon staff, and a website that allows its guests to book appointments and shop for products online, the salon can do so much better. By having an app, their guests can have a more convenient, efficient, and personal way to avail of the salon’s products and services.
Research and ideation
I first reached out to the salon’s marketing coordinator and web designer, Eli Atkins, and pitched the crazy idea of designing an app for them. We both agreed on the problems mentioned above, and that an app would enhance their guests’ experience with them, making them happier, and more enticed to return and refer their friends.
To best understand who my users are, I asked Eli what their guests' general demographic is. According to Eli, the general demographic of their guests are middle to upper-middle class women ages 18 and up.
As for user flow and UI, I wanted to design the app so that it’s consistent with the website. So I did some exploring on my own. I took note of the website’s content and features, as well as user flow on the two main user tasks of booking an appointment and shopping. In order to keep a consistent UI, I asked Eli for the website’s color scheme, fonts, logos and images used.
Audrey Stone is a 29-year old architect in Las Vegas, NV. With the housing market booming in Las Vegas in the past couple of years, her job has kept her very busy. She values her appearance but she also values her time, so she keeps it in a low maintenance, chin-length bob. She has been going to the KCS Fort Apache location for a few years now to get her hair done, as it’s conveniently located around the corner from her office. She has also been seeing the same hair stylist, Jenn. They always took good care of her, and always left her looking and feeling fantastic.
It’s 7pm on a Wednesday, and Audrey is still at work, finishing a project that’s due the next morning. It’s been ten weeks since her last haircut, and the length has been bothering her. She’s been meaning to call and make an appointment with Jenn at KCS, but she would be so preoccupied with work that by the time she remembers to call them, it’s already late and the salon is closed. She remembers that she’s also running low on shampoo and conditioner. She could go on their website, but it takes forever to load on her phone, and she doesn’t want to get in trouble for using her work computer for personal things. If only there was a quicker and more convenient way to achieve these tasks.
The purpose of this app is to provide KCS guests an enhanced experience by providing better communication and more convenient means to avail of the salon’s products and services, hence increasing traffic and revenue for their business.
Based on my findings, the following are the features that I’m incorporating into the app:
Notify for upcoming appointments
Confirm, cancel, or re-schedule appointments
Order products, tools, and KCS merchandise
Setup personal profile (name, birthday, contact)
Keep track of rewards points
Notify on salon and store promotions
Set favorite location and stylist for easier booking
Set favorite products for easier shopping
With my site map and the website as my UI reference, I began sketching wireframes on my handy-dandy sketch pad:
And after a couple rounds of trial and error, and redesigning, I went on to design my hi-fi wireframing and prototype using Figma.
I also drew my own icons for the app, using Figma.
I created a prototype which covered the app’s two main user tasks:
Book an appointment
Shop for products