What is Bookla?

Bookla, an in-house initiative by Chili Labs, aims to offer seamless booking for any service through a single app. Its motto? "Stop calling! Use Bookla!"

• Website — bookla.com

• Platforms — iOS, Android

• Geography — Europe

• Business model — Marketplace

• Awards — the W3 award in 2021 Category Mobile Apps & Websites

Key Features

• A marketplace connecting service providers and clients.

• Features like online-booking, in-app payments, and a deposit system.

• Unique selling point: From beauty services to car inspections, Bookla handles it all.

My role

Being the sole designer, my role spanned from ideation to final product design. This involved:

• User research.

• Holistic design (product, marketing, branding).

• Crafting a design system.

User Research Process

Adopting the Design Thinking Methodology, I concentrated on the health and beauty sector for our MVP.

Given the tight three-week timeframe for both user research and prototype design, I handpicked four business owners and 20 customers for comprehensive interviews.

On the business side, my subjects ranged from personal fitness trainers to managers of large beauty salons. Conducting these interviews on-site helped me truly understand their workflows and challenges.

On the consumer end, my diverse group provided invaluable insights into their service booking experiences and preferences.

Identified Problems

Business Challenges:

1. Difficulty in attracting new clients.

2. Revenue losses from missed appointments.

3. Centralized administrative control over schedules.

4. Costly and inefficient manual appointment management.

Customer Challenges:

1. Cumbersome service search process.

2. Reluctance to book over the phone.

3. Need to use multiple apps for different services.

4. Difficulties in finding available slots in emergencies.

Solutions

For Businesses:

1. A free client app for service discovery.

2. A deposit system to minimize losses from last-minute cancellations.

3. Direct multi-device access for all staff.

4. Efficient online booking and payment systems.

   
   

For Customers:

1. Convenient service search.

2. One-click service booking.

3. A unified app for all service bookings.

4. Search by nearest available slots.

Design System

An integral part of this project was establishing a coherent design system from the get-go. It ensured consistent design across different applications and optimised the development process.

Results

Post the January 2019 launch, Bookla witnessed a surge in organic downloads, reflecting its market acceptance and utility.

Key Takeaways

• Maintained active customer engagement post-launch to refine features.

• Collaborating with developers enhanced my appreciation of design systems.

• Advocated for a 'Manifest Model' design approach, emphasising user-centricity over mere implementation.

  
  

CEO Feedback

"I'm thrilled to recommend Maria, whose passion and expertise were crucial in developing and launching Bookla. Her deep commitment to understanding user needs greatly influenced our product design, ensuring that Bookla was not only innovative but also user-friendly. Maria's unique ability to blend practicality with creativity made our project stand out in a competitive market. Her dedication, combined with a genuinely collaborative spirit, makes her an invaluable asset to any team. Maria isn't just a professional; she's a game-changer whose impact on a product is both profound and lasting."

Igors Nemenonoks, Co-founder and CEO at Bookla