reserve apple watch kit

PRESENTATION DECK • APPLE WATCH • 02/2015

JANICE TSAI • STEPHEN EBERLY • JEN NG

NATIVE APP

NATIVE EXPERIENCE

RESERVE • NATIVE APP

RESEARCH

SOURCES

37 SURVEYS

12 INTERVIEWS

BUSINESS SUCCESS STORIES

ITUNES APP

REVIEWSQUORASLACK

CLIENT DECKS

RESERVE • RESEARCH

INTERVIEWS

JULIE GABE LUCAS CAROLYN

ANDREW LISA LEAH KELLY JON

PATRICK VICTORIASAL


INTERVIEWS • CONCIERGES

- LEAH / 29 Y.O. / PR MANAGER / NYC

“Always offer an alternative if you can’t accommodate the original request.”

“Mandarin Oriental's pillars say 'We will record customers’ preferences in order to surprise and delight guests.’”

“Guests always want to have a single point of contact to feel like they’re taken care of.”

- KELLY / 22 Y.O. / REGIONAL SALES MANAGER / NYC

- JULIE / 31 Y.O. / HOTEL MANAGER / SEATTLE


INTERVIEWS • TECH ENTHUSIASTS

- JON / 23 Y.O. / STUDENT / NJ

“After using my smart watch for a while, I figured out which apps had features that suited my needs. Then I used my watch differently according to the new functions I discovered.”

“I use the Moto 360 exclusively for short responses. Usually when in transit somewhere — when walking or carrying something.” - LUCAS / 25 Y.O. / INTERACTION DESIGNER / BALTIMORE

“I check all my notifications on the watch. I barely check my phone now unless I need to reply to a message.”- GABE / 25 Y.O. / DATA ANALYST / NJ


INTERVIEWS • DINERS


- SAL / 31 Y.O. / MUSICIAN / OAKLAND

“I’m always impressed when I’m visiting a new city and can get the ‘crowdpleaser’ restaurants recommendations as well as the under-the-radar suggestions.”

“Good customer service is when a place goes a little bit out of its way to make an evening memorable with personal touches, or personal recommendations.”

“Concierges should be good listeners, taking note of your preferences without having to ask a laundry list of questions.”

- LISA / 32 Y.O. / MARKETING MANAGER / SAN FRANCISCO

- VICTORIA / 28 Y.O. / AUDIO ENGINEER / HOUSTON

DESIGN RECOMMENDATIONS

KEY TAKEAWAYS

VIBRATING NOTIFICATIONS ARE VERY EFFECTIVE SOLUTION • Save for core call-to-actions

ACCESSIBLE NOTIFICATIONS ADDS CONVENIENCE SOLUTION • Keep content concise enough for quick glances

BRAND LOYALTY • PURCHASES WITHIN SAME OS SOLUTION • Make watch extension available for Android and iPhone users

SIMPLIFIED USAGE OVER TIME SOLUTION • Keep features to a bare minimum with easy onboarding

RESERVE • DESIGN RECOMMENDATIONS

MVP SET FOR V 1.3

CONFIRMATIONS

Reservations Request added

Payment

SEE MAP RATE EXPERIENCE

DISMISS

RECOMMENDATIONS

Suggested offers

GO TO RESERVE APP ADD REQUEST

NOTIFICATIONS

Shoulder time available Reminders

LET’S DO IT KEEP WAITING

SEE RECOMMENDATIONS DISMISS

RESERVE • DESIGN RECOMMENDATIONS

PROTOTYPE

APP MAP

RESERVE • APP MAP

WATCH KIT • RECOMMENDATIONS

RESERVE • USER FLOW

USER FLOW • LYLE

USER TESTS

RESERVE • USER TESTING

WIREFRAMES • 4 ITERATIONS

CONFIRMED REMINDER

RESERVE

Confirmed. Your res…

3:08

Carbone

CONFIRMED

Dismiss

Reserve

7:30 PM

2/28/15

2 guests

331 W 38th St New York, NY RESERVE

Reminder

See Map

Dismiss

Reserve

7:30 PM

Today 2/28/15

2 guests

331 W 38th St New York, NY

Carbone

REMINDER

3:08

1.2

1.1

1.3

1.5

1.4

User testing validated that replacing the sentence-based copy with icons made for a visual, clean and simplistic way of conveying information.

“See Map” CTA was added because users wanted to be ableto access the map viewwithin the watch appfor geographical context.

The address was added because users wanted to see the address at-a-glance w/other confirmation details.

Users were confused about what type of notification they were receiving, so we added applicable headers for clarity.

1.5

1.4

1.3

1.2

Replaced “Success” with “Confirmed” because users felt “success” was a bit vague.

1.1

WIREFRAMING

WIREFRAMES

SHOULDER TIME WAITLISTED

3:08

See Recommendations

Dismiss

Reserve

“We’ll let you know if a table opens on Feb 28 between 5-7pm.

Can I recommend another restaurant for the same time and date?”

Carbone

WAITLISTED

3:08

Dismiss

Keep Waiting

Reserve

Carbone

“Carbone is not available from 5-7 PM on Feb 28. Would you like to accept a high top at 9:00 PM instead?”

This offer expires at 3:38 PM today.

Let’s Do It

RESERVATION OFFER

RESERVE

You have an offer...

Letting a user know they have 30 minutes to respond required them to do the math and calculate the expiration time relative to when they saw the notification. To save them a step, which they preferred, we listed the time of expiration instead. Another alternative they liked was to see a countdown of time left to respond to an offer.

Through A/B testing, users preferred having their original requested time in the copy to remind them what their original requested time was.

The copy was revised to improve clarity of the waitlist status & time; and date specifics for the alternatives. Users were confused with previous version.

2.3

2.2

2.1

2.1

2.2

2.3

WIREFRAMING

WIREFRAMES

RESERVE

Go to Reserve App

Pagani

ZZ’s Clam Bar

Bacchanal

ItalianWest Village

SeafoodGreenwich

Contemporary AmericanLittle Italy

Dinner for 2 on Feb 28Between 5:00-7:00 PM

< RESERVE

Add Request

ItalianWest Village

Pagani

Pagani suits every occasion - from romantic dinner for two to a lively outing with friends.Adding a restaurant will not cancel your waitlist at Carbone.


Add Request

SeafoodGreenwich

ZZ’s Clam Bar

Michelin Star 2015Adding a restaurant will not cancel your waitlist at Carbone.


< RESERVE

Add Request

Contemporary AmericanLittle Italy

Bacchanal

Best New Bar & Restaurants 2014-ThrillistAdding a restaurant will not cancel your waitlist at Carbone.


< RESERVE

There was confusion with the copy “Go to Reserve.” Users weren’t sure if it referenced the name of the app or the action, so we added “app” for clarity.

There was uncertainty over what would happen to the original reservation if the recommended alternative was requested. We included this copy here to clarify.

Users wanted to see selling points of the restaurant to help guide their decision-making so we included an excerpt from the longer description.

3.4

3.3

3.2

Through A/B testing, users preferred to see their recommendations all upfront to reduce going through options page-by-page.

3.1

3.2

3.1

3.3

3.4

RECOMMENDATIONS

WIREFRAMING

WIREFRAMES

How was the food?

RESERVE

How was the service?

How was the ambience?

Submit

RESERVE

The Bill is Paid

3:08

Dismiss

Rate Experience

Reserve

$102.23PAID

Carbone

Most users were fine with rating their experience directly on their watch app and immediately after the payment confirmation screen as long as it was kept brief and easy. They said the current iteration was easy and seamless to rate.

4.2

Through A/B testing, users preferred to see the $ amount displayed, as well as an icon to reaffirm that the bill was taken care of. The extra checkmark symbol left them feeling assured.

4.1

4.14.2

PAYMENT RATE EXPERIENCE

PAYMENT

WIREFRAMING

NEXT STEPS

CONTINUED TESTING W/NATIVE APP

CONTINUED TESTING W/WATCH APP

CONTINUED TESTING W/NATIVE +WATCH APP INTERACTIVITY

MONITOR USERS’ BEHAVIOR WITH THE WATCH OVER TIME

CRITICAL ASSESSMENT OF USER FEEDBACK

RESERVE • NEXT STEPS

FUTURE FEATURE IDEAS

EASY RESERVATION EDITING SOLUTION • Allow users to quickly change reservation details

on watch.

V. I .P. TREATMENT SOLUTION • Special perks for regular Reserve diners.

SURPRISE + DELIGHT SOLUTION • The restaurant can see that a user is interested in them

from their Venue app, and sends an offer if there are open tables.




3:08

Dismiss

Edit Offer

Keep Waiting

Reserve

Carbone

Hi, Evelyn! You mentioned being interested in eating at Carbone, and I have a table for 2 tonight at 6:30 PM. Would you like it?”

This offer expires at 3:38 PM today.

Let’s Do It

SPECIAL OFFER


Surprise Offers


IN-WATCH VOICE-RECORDED TECHNOLOGY SOLUTION • Offer voice recordings for feedback during

the “Rate Your Experience” survey.

LOCATION-BASED REMINDERS SOLUTION • Notify users when to depart for their restaurant

reservation based on their location.

GUARANTEED ALTERNATE RECOMMENDATION TIMES SOLUTION • Offer a specific time for users to accept/decline when

they go to view alternate recommendations.



Location-Based Reminder and Directions

What? “To arrive on time for your 5:00 PM reservation, please leave in 10 minutes.” The watch will provide turn-by-turn directions to the restaurant.

Why? To provide an additional concierge-like service.

How? Access user’s location data and map functions

3:08

See Map

Get Directions

Dismiss

Reserve

“To arrive on time for your 5:00 PM reservation, please leave in 10 minutes.

Carbone

LEAVE SOON


THANK YOU

reserve apple watch kit

Design

time solution

smart watch

st new york

watch extension available

os solution

effective solution

convenience solution

personal recommendations