Booking and Waitlist UX Redesign for a Boutique Pilates Chain
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Problem
Seven taps to book a class
A 16-studio boutique pilates chain was losing members to its own booking flow: reserving a class took seven taps across three screens, and the waitlist showed neither position nor likelihood of getting in. Members double-booked backup classes and skipped whichever came second, no-shows crept up, and booking complaints became the most common support ticket and a recurring theme in cancellation surveys.
Solution
Two-tap booking, transparent waitlists
We interviewed 20 members, reviewed six months of booking analytics, and redesigned the journey so a favourite class books in two taps from the home screen. Waitlists now show live position and historical clearance odds, with a push alert and one-tap confirm on promotion. Three usability rounds validated the flows before handoff as an annotated Figma library.
Measurable Impact
What changed after launch
Booking flow reduced from 7 taps to 2, cutting median task time by 64% in testing
Waitlist-to-attendance conversion improved from 31% to 55% after position transparency shipped
Class no-show rate reduced from 12% to 7% within 3 months of launch
Booking-related support tickets down 48% across all 16 studios
Tech & Tools Used
What powered the build
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