The W reservation
The W reservation
Create a reservation system for customers and management
The Challenge
The W Karaoke Lounge is the first and only Karaoke bar in St. Louis with a luxurious contemporary interior design, along with a studio quality stereo system, and a smart digital display. With the rapid growth of its business, the owner was seeking for an easy way to manage their customers’ booking and reduce the chance of mishandling reservations, as well as build a better brand experience for their customers.
Solution
My design solution for the W Karaoke Lounge was to design a user-friendly website allowing their customers to choose their favorite rooms and make reservations. In addition, the W Karaoke staff can access the reservation system in a cloud-based environment to keep track of their customers’ booking.
Process
The W K Research Highlight
Research Highlights
The W K Research Highlight
Research Highlights
Stakeholder Interview
“People thought they were in Las Vegas when they came here” ~ The W Karaoke Lounge Marketing Manager
Background: The W Karaoke originally comes from China
Location: University City, Missouri
Founded: 2018
Rooms: better for party of people, rather than just couples
Small rooms are good for a party of 8-12, medium rooms for 13-15, VIP2 for 18-20 and VIP1 for more than 20
Specialties: a great place for company events, birthday and
bachelor parties
Features: studio quality stereo system with selection of English, Chinese, Korean, Vietnamese, and Japanese songs and music
Customer: recurrent and new ones
Booking Management: customer requests are handled by phone and the booking is confirmed when the room is added to the calendar
Requirement:
Building a customer-facing website to
1.Increase brand awareness
2.Help customer booking
THE W K User Journey
User Journey Highlights
THE W K User Journey
User Journey Highlights
Persona
Based on my research, there were two main users on this project (customers and staff). For the customer-facing website, users are very sociable and looking for a nice place for a large party. The atmosphere of a room is as important as the people they invite. At the opposite end, the staff handling the reservations were quite busy near the weekend and around holidays. They had to constantly check calendars and decline reservations made at the last minutes with apologies.
Customers’ Pain Points
Unable to book a room whenever she wants
Hard to find a nice place for a large party
The phone line is constantly engaged
Hard to cancel a reservation
The karaoke staff’s Pain Points
Often dealing with difficult customers
Mishandling reservations at rush hours
Excessive number of phone calls
Hard to keep track of customers’ booking
User Flow
The WK Design Highlight
Design Highlights
The WK Design Highlight
Design Highlights
Feature Prioritization
Due to the time and development constraints, I needed to decide which features should be our MVP. Features at the top right section are more important and required the developer to spend less time. They were considered to be built at this time. Even though “customer cancel booking” and “login account” are quite important to customers, we decided not to build them as they require the developer to spend much longer time.
Our MVP
Since the timeline was very tight and we only had one designer and developer on the project, we only focused on Most have and should have features at this time.
Design Mockups
customer-booking website
On the customer-booking website, users can check out the W Karaoke Lounge information, the room for their party and make a reservation. The key screens are shown below.
Reservation system
As shown in the section of User Flow, the reservation system allows users (company staff) to manage their customers’ bookings, review all the booking status daily, weekly and monthly, as well as modify their business hours and room.