Extensions
Extensions is a mobile-first salon booking experience that helps customers schedule hair and beauty services with vetted professionals. Although the product had strong demand, the existing booking flow created uncertainty around pricing, availability and stylist selection. These gaps directly contributed to user drop-off and preventable operational issues. The goal of this project was to redesign the end-to-end booking flow to help users make confident decisions while improving booking success across the platform.
Client:
Extensions
Industry:
Beauty & Personal Care
Deliverables:
End to end Product Design
Context:
Lead Product Designer
The problem
The previous booking experience lacked the clarity and structure needed for users to comfortably complete their bookings. Through early analysis, it became clear that users hesitated at several decision points and often abandoned the process entirely.
Core issues
Important details were hidden or fragmented across screens
Users struggled to compare stylists meaningfully
Pricing logic changed without proper explanation
Confirmation screens felt vague and unreliable
Impact of these issues
Higher-than-expected drop-off at stylist selection
Increase in support tickets related to “incorrect” or “unclear” bookings
Slower operational turnaround due to user uncertainty
Lower trust in the overall booking experience
The problem
The previous booking experience lacked the clarity and structure needed for users to comfortably complete their bookings. Through early analysis, it became clear that users hesitated at several decision points and often abandoned the process entirely.
Core issues
Important details were hidden or fragmented across screens
Users struggled to compare stylists meaningfully
Pricing logic changed without proper explanation
Confirmation screens felt vague and unreliable
Impact of these issues
Higher-than-expected drop-off at stylist selection
Increase in support tickets related to “incorrect” or “unclear” bookings
Slower operational turnaround due to user uncertainty
Lower trust in the overall booking experience
The problem
The previous booking experience lacked the clarity and structure needed for users to comfortably complete their bookings. Through early analysis, it became clear that users hesitated at several decision points and often abandoned the process entirely.
Core issues
Important details were hidden or fragmented across screens
Users struggled to compare stylists meaningfully
Pricing logic changed without proper explanation
Confirmation screens felt vague and unreliable
Impact of these issues
Higher-than-expected drop-off at stylist selection
Increase in support tickets related to “incorrect” or “unclear” bookings
Slower operational turnaround due to user uncertainty
Lower trust in the overall booking experience
Research & insights
Research intent
The goal of research was to understand why users hesitated or dropped off during the booking flow, and which moments created the most uncertainty for both customers and internal teams.
Rather than assuming visual or UX issues, we focused on identifying decision friction and confidence gaps across the journey.
Methods used
We combined behavioural data with qualitative insight:
Session replays to observe hesitation and abandonment
Funnel analysis to identify drop-off points
Review of booking-related support tickets
Moderated user interviews with recent customers
Internal stakeholder interviews with operations and support teams
Competitor benchmarking across booking and marketplace apps
Key observations
1. Users hesitated when information was fragmented
Critical details such as service scope, pricing logic, and stylist differences were spread across screens, forcing users to remember and compare information mentally.
2. Stylist selection lacked confidence signals
Users wanted reassurance they were choosing the “right” stylist, but comparison required too much effort and navigation.
3. Pricing changes felt unpredictable
Add-ons and duration adjustments were introduced late, making users feel surprised rather than informed.
4. Confirmation screens did not close the loop
Users often questioned whether the booking had truly been confirmed or what would happen next.
Insight synthesis
The dominant theme was lack of confidence at decision points.
Users were not rejecting the service itself, but abandoning due to uncertainty.
We reframed the challenge from “simplifying UI” to designing for reassurance and predictability.
How insights informed design
Fragmented information → structured, step-based flow
Stylist uncertainty → summary-based comparison cards
Pricing confusion → upfront, contextual explanations
Weak confirmation → explicit status and next-step messaging
Research & insights
Research intent
The goal of research was to understand why users hesitated or dropped off during the booking flow, and which moments created the most uncertainty for both customers and internal teams.
Rather than assuming visual or UX issues, we focused on identifying decision friction and confidence gaps across the journey.
Methods used
We combined behavioural data with qualitative insight:
Session replays to observe hesitation and abandonment
Funnel analysis to identify drop-off points
Review of booking-related support tickets
Moderated user interviews with recent customers
Internal stakeholder interviews with operations and support teams
Competitor benchmarking across booking and marketplace apps
Key observations
1. Users hesitated when information was fragmented
Critical details such as service scope, pricing logic, and stylist differences were spread across screens, forcing users to remember and compare information mentally.
2. Stylist selection lacked confidence signals
Users wanted reassurance they were choosing the “right” stylist, but comparison required too much effort and navigation.
3. Pricing changes felt unpredictable
Add-ons and duration adjustments were introduced late, making users feel surprised rather than informed.
4. Confirmation screens did not close the loop
Users often questioned whether the booking had truly been confirmed or what would happen next.
Insight synthesis
The dominant theme was lack of confidence at decision points.
Users were not rejecting the service itself, but abandoning due to uncertainty.
We reframed the challenge from “simplifying UI” to designing for reassurance and predictability.
How insights informed design
Fragmented information → structured, step-based flow
Stylist uncertainty → summary-based comparison cards
Pricing confusion → upfront, contextual explanations
Weak confirmation → explicit status and next-step messaging
Research & insights
Research intent
The goal of research was to understand why users hesitated or dropped off during the booking flow, and which moments created the most uncertainty for both customers and internal teams.
Rather than assuming visual or UX issues, we focused on identifying decision friction and confidence gaps across the journey.
Methods used
We combined behavioural data with qualitative insight:
Session replays to observe hesitation and abandonment
Funnel analysis to identify drop-off points
Review of booking-related support tickets
Moderated user interviews with recent customers
Internal stakeholder interviews with operations and support teams
Competitor benchmarking across booking and marketplace apps
Key observations
1. Users hesitated when information was fragmented
Critical details such as service scope, pricing logic, and stylist differences were spread across screens, forcing users to remember and compare information mentally.
2. Stylist selection lacked confidence signals
Users wanted reassurance they were choosing the “right” stylist, but comparison required too much effort and navigation.
3. Pricing changes felt unpredictable
Add-ons and duration adjustments were introduced late, making users feel surprised rather than informed.
4. Confirmation screens did not close the loop
Users often questioned whether the booking had truly been confirmed or what would happen next.
Insight synthesis
The dominant theme was lack of confidence at decision points.
Users were not rejecting the service itself, but abandoning due to uncertainty.
We reframed the challenge from “simplifying UI” to designing for reassurance and predictability.
How insights informed design
Fragmented information → structured, step-based flow
Stylist uncertainty → summary-based comparison cards
Pricing confusion → upfront, contextual explanations
Weak confirmation → explicit status and next-step messaging
Defining the design challenge
Based on research findings, I defined four clear problem statements that guided the design direction.
1. Service clarity
Users needed an immediate understanding of what they’re booking, without needing to scroll through dense descriptions.
2. Stylist comparison
Users needed a simple, effective way to compare stylists at a glance.
3. Transparent pricing
Users needed to understand how and why pricing changes before they commit.
4. Confidence and reassurance
Users needed confirmation screens that clearly communicate booking status and next steps.
These problem areas became the pillars of the redesign.
Defining the design challenge
Based on research findings, I defined four clear problem statements that guided the design direction.
1. Service clarity
Users needed an immediate understanding of what they’re booking, without needing to scroll through dense descriptions.
2. Stylist comparison
Users needed a simple, effective way to compare stylists at a glance.
3. Transparent pricing
Users needed to understand how and why pricing changes before they commit.
4. Confidence and reassurance
Users needed confirmation screens that clearly communicate booking status and next steps.
These problem areas became the pillars of the redesign.
Defining the design challenge
Based on research findings, I defined four clear problem statements that guided the design direction.
1. Service clarity
Users needed an immediate understanding of what they’re booking, without needing to scroll through dense descriptions.
2. Stylist comparison
Users needed a simple, effective way to compare stylists at a glance.
3. Transparent pricing
Users needed to understand how and why pricing changes before they commit.
4. Confidence and reassurance
Users needed confirmation screens that clearly communicate booking status and next steps.
These problem areas became the pillars of the redesign.
Ideation & concept development
I explored a range of directions to improve clarity and confidence throughout the experience. This phase involved:
Sketching & conceptual exploration
quick sketches using Procreate and physical whiteboards
multiple flow directions
simplified stylist card models
different pricing breakdown structures
alternative confirmation states
Early design hypotheses
A guided, step-based structure would reduce cognitive load.
Simplified stylist cards would reduce comparison fatigue.
Clear, upfront pricing explanations would reduce confusion.
Confirmation should never leave ambiguity about what happens next.
Low-fi wireframes
Once initial concepts were validated internally, I moved into low-fidelity wireframes to test variations of:
content hierarchy
layout
form fields
microcopy
button placement
comparison models
Ideation & concept development
I explored a range of directions to improve clarity and confidence throughout the experience. This phase involved:
Sketching & conceptual exploration
quick sketches using Procreate and physical whiteboards
multiple flow directions
simplified stylist card models
different pricing breakdown structures
alternative confirmation states
Early design hypotheses
A guided, step-based structure would reduce cognitive load.
Simplified stylist cards would reduce comparison fatigue.
Clear, upfront pricing explanations would reduce confusion.
Confirmation should never leave ambiguity about what happens next.
Low-fi wireframes
Once initial concepts were validated internally, I moved into low-fidelity wireframes to test variations of:
content hierarchy
layout
form fields
microcopy
button placement
comparison models
Ideation & concept development
I explored a range of directions to improve clarity and confidence throughout the experience. This phase involved:
Sketching & conceptual exploration
quick sketches using Procreate and physical whiteboards
multiple flow directions
simplified stylist card models
different pricing breakdown structures
alternative confirmation states
Early design hypotheses
A guided, step-based structure would reduce cognitive load.
Simplified stylist cards would reduce comparison fatigue.
Clear, upfront pricing explanations would reduce confusion.
Confirmation should never leave ambiguity about what happens next.
Low-fi wireframes
Once initial concepts were validated internally, I moved into low-fidelity wireframes to test variations of:
content hierarchy
layout
form fields
microcopy
button placement
comparison models
Testing & iteration
Testing allowed us to validate which ideas were practical and which needed refinement.
Testing activities
Moderated usability tests with real users
Unmoderated usability tests with wider participants
A/B tests on messaging and layout
Internal validation with stylists and support staff
Task completion observation
What worked
A step-based flow improved navigation understanding
Stylist cards with three-point summaries sped up decision-making
Transparent pricing breakdown reduced hesitation
Explicit confirmation messaging improved trust
What didn’t work initially
Overly detailed descriptions increased cognitive load
Long scroll pages hid important information
Nested stylist details added friction
Testing & iteration
Testing allowed us to validate which ideas were practical and which needed refinement.
Testing activities
Moderated usability tests with real users
Unmoderated usability tests with wider participants
A/B tests on messaging and layout
Internal validation with stylists and support staff
Task completion observation
What worked
A step-based flow improved navigation understanding
Stylist cards with three-point summaries sped up decision-making
Transparent pricing breakdown reduced hesitation
Explicit confirmation messaging improved trust
What didn’t work initially
Overly detailed descriptions increased cognitive load
Long scroll pages hid important information
Nested stylist details added friction
Testing & iteration
Testing allowed us to validate which ideas were practical and which needed refinement.
Testing activities
Moderated usability tests with real users
Unmoderated usability tests with wider participants
A/B tests on messaging and layout
Internal validation with stylists and support staff
Task completion observation
What worked
A step-based flow improved navigation understanding
Stylist cards with three-point summaries sped up decision-making
Transparent pricing breakdown reduced hesitation
Explicit confirmation messaging improved trust
What didn’t work initially
Overly detailed descriptions increased cognitive load
Long scroll pages hid important information
Nested stylist details added friction
Final design
The final experience delivers a structured, predictable and transparent booking journey.
Key improvements
Clear, structured flow
A multi-step guided path that helps users know where they are and what’s next.
Simplified service overview
Essential details first, deeper information only when needed.
Smarter stylist comparison
Summary cards with:
rating
pricing
experience
availability snapshot
Transparent pricing logic
Riders, add-ons and time adjustments explained in context.
Reassuring confirmation
Clear messaging, visual states and follow-up actions.
Supporting components added
Updated selection controls
Revised iconography
New microcopy patterns
Calendar interaction refinements
Final design
The final experience delivers a structured, predictable and transparent booking journey.
Key improvements
Clear, structured flow
A multi-step guided path that helps users know where they are and what’s next.
Simplified service overview
Essential details first, deeper information only when needed.
Smarter stylist comparison
Summary cards with:
rating
pricing
experience
availability snapshot
Transparent pricing logic
Riders, add-ons and time adjustments explained in context.
Reassuring confirmation
Clear messaging, visual states and follow-up actions.
Supporting components added
Updated selection controls
Revised iconography
New microcopy patterns
Calendar interaction refinements
Final design
The final experience delivers a structured, predictable and transparent booking journey.
Key improvements
Clear, structured flow
A multi-step guided path that helps users know where they are and what’s next.
Simplified service overview
Essential details first, deeper information only when needed.
Smarter stylist comparison
Summary cards with:
rating
pricing
experience
availability snapshot
Transparent pricing logic
Riders, add-ons and time adjustments explained in context.
Reassuring confirmation
Clear messaging, visual states and follow-up actions.
Supporting components added
Updated selection controls
Revised iconography
New microcopy patterns
Calendar interaction refinements
Results & impact
After launching the redesigned flow, we observed strong improvements across the metrics that mattered.
Qualitative feedback
Users described the experience as “clearer”, “more intuitive” and “less stressful”
Stylists reported fewer incorrect or incomplete bookings
Support team noted a reduction in repetitive clarification requests
Results & impact
After launching the redesigned flow, we observed strong improvements across the metrics that mattered.
Qualitative feedback
Users described the experience as “clearer”, “more intuitive” and “less stressful”
Stylists reported fewer incorrect or incomplete bookings
Support team noted a reduction in repetitive clarification requests
Results & impact
After launching the redesigned flow, we observed strong improvements across the metrics that mattered.
Qualitative feedback
Users described the experience as “clearer”, “more intuitive” and “less stressful”
Stylists reported fewer incorrect or incomplete bookings
Support team noted a reduction in repetitive clarification requests
Learnings & future opportunities
This project reinforced the value of approaching complexity with structured clarity.
What I learned
Clear hierarchy dramatically improves decision-making
Users value predictability above “visual flair”
Early collaboration with engineering reduces rework
Guided flows reduce drop-off more than simply “simplifying UI”
Confidence is an invisible driver of conversion
Future opportunities
Real-time stylist availability indicators
Booking suggestions based on past usage
Better in-session reminders for preferred stylists
Predictive pricing guidance using demand patterns
Learnings & future opportunities
This project reinforced the value of approaching complexity with structured clarity.
What I learned
Clear hierarchy dramatically improves decision-making
Users value predictability above “visual flair”
Early collaboration with engineering reduces rework
Guided flows reduce drop-off more than simply “simplifying UI”
Confidence is an invisible driver of conversion
Future opportunities
Real-time stylist availability indicators
Booking suggestions based on past usage
Better in-session reminders for preferred stylists
Predictive pricing guidance using demand patterns
Learnings & future opportunities
This project reinforced the value of approaching complexity with structured clarity.
What I learned
Clear hierarchy dramatically improves decision-making
Users value predictability above “visual flair”
Early collaboration with engineering reduces rework
Guided flows reduce drop-off more than simply “simplifying UI”
Confidence is an invisible driver of conversion
Future opportunities
Real-time stylist availability indicators
Booking suggestions based on past usage
Better in-session reminders for preferred stylists
Predictive pricing guidance using demand patterns
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