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UX DESIGN PROPOSAL • APPLE WATCH APP
JANICE TSAI • STEPHEN EBERLY • JEN NG
A PERSONAL CONCIERGE FOR CREATING
SEAMLESS DINING EXPERIENCES.
BOSTON • LOS ANGELES • NEW YORK CITY • SAN FRANCISCO
RESERVE • INTRO
WHAT IS RESERVE?
NATIVE APP
NATIVE EXPERIENCE
SCREENSHOTS FROM THE NATIVE APP
RESERVE • NATIVE APP
WELCOME SCREEN RESTAURANTS LISTING RESTAURANT PROFILE
RESERVE • NATIVE APP
NATIVE EXPERIENCE
SCREENSHOTS FROM THE NATIVE APP
PAYMENT CONFIRMATION RATINGS SCREEN
CONCIERGE SERVICE
Reserve handles everything from restaurant suggestions
to payment-processing after a meal.
V.I.P. SELECTIONS
Reserve offers a highly curated & exclusive listing of restaurants.
DESIGNED WITH RESTAURANTS IN MIND
No fee for restaurants to join.
Flexible - doesn’t force them to hold tables.
Private feedback from Reserve diners.
RESERVE • ABOUT
HOW IS RESERVE DIFFERENT?
BUSINESS
Extend the native app experience to the Apple Watch.
Encourage diners to explore new restaurants.
Generate more business for all restaurants.
USER
Have a seamless reservation and dining experience.
Have an easy way of responding to notifications on the Apple Watch.
DESIGNER
Maintain the company brand in the Apple Watch extension.
Identify the most essential functions of the native app to
transfer to the Apple Watch design.
RESERVE • GOALS
GOALS
RESEARCH
SOURCES
37
SURVEYS
12
INTERVIEWS
BUSINESS
SUCCESS
STORIES
ITUNES
APP
REVIEWS
COMPARATIVE
ANALYSES
CLIENT
DECKS
RESERVE • RESEARCH
COMPETITIVE
ANALYSES
INTERVIEWS
JULIE GABE LUCAS CAROLYN
ANDREW LISA LEAH KELLY JON
PATRICK VICTORIASAL
RESERVE • RESEARCH
INTERVIEW HIGHLIGHTS • 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
RESERVE • RESEARCH
INTERVIEW HIGHLIGHTS • 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
RESERVE • RESEARCH
INTERVIEW HIGHLIGHTS • DINERS
RESERVE • RESEARCH
- 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
RESERVE • RESEARCH • TESTING THE NATIVE APP ON IPHONE & IPAD
DESIGN RECOMMENDATIONS
KEY TAKEAWAYS
VIBRATING NOTIFICATIONS ARE ESSENTIAL & EFFECTIVE
SOLUTION • Save for core call-to-actions
ACCESSIBLE NOTIFICATIONS ADD 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
WATCHKIT HOMEPAGE
UPCOMING RESERVATIONS • Contains list of upcoming restaurant reservations. If you tap on
restaurant, confirmation details will appear.
PENDING REQUESTS • Contains list of pending requests and their status (Waitlisted,
Requested, etc.) If the user hasn’t requested any restaurants, the app will tell the user to go
to the Reserve native app.
RECOMMEND A RESTAURANT • Recommendations will appear if a request has been started
from the Reserve native app (app has diner data to pull from). If the user hasn’t started a
request, they can browse restaurants by zooming in on the photo of the restaurant (by
twisting the Digital Crown). When they’re ready to make a request, the app will push user
to Reserve native to input dining info.
INVITE FRIENDS • User can tap share buttons along bottom of the screen. Apple’s contacts
list will come up, user can select contact, and app will auto-populate share platform with
copy & friends’ contact info.
RESERVE • DESIGN RECOMMENDATIONS
PERSONAS
KEY FEATURES
Notifications, Recommendations, Reminders,
SocialRESERVE • PERSONAS
KEY FEATURES
Notifications, Recommendations, RemindersRESERVE • PERSONAS
LYLE’S USER STORY
RESERVE • USER STORY
Short Look:
Reservation Offer
Long Look:
Shoulder time
offer from
Carbone
Tap “Keep
Waiting”
Notification:
Waitlisted + Can I
recommend?
Tap “See
Recommendations”
RESERVE: Lyle
sends request
for Carbone,
table for 2,
2/28, 5-7pm
ZZ’s Clam Bar
Details
Tap into ZZ’s
Clam Bar
Recommendation
Overview
Tap back
Recommendation
Overview
Tap into Pagani Pagani Details
Tap “Add
Request”
Apple Watch
Home
Press Digital
Crown
Pagani: Submitted
Tap RESERVE
WatchKit icon
WatchKit app
landing page
Tap “Pending
Requests”
Pending Requests
Short Look:
Confirmation
Long Look:
Confirmation from
Carbone
Tap “Dismiss”
Apple Watch
Home
RESERVE:
Confirmation
notification
from Carbone
PROTOTYPE
CLICK HERE
FLOWS
APP MAP
RESERVE • APP MAP
Reserve WatchKit
App Landing Page
Apple Watch
Home
Pending Requests
Upcoming
Reservations
Invite Friends
Recommend a
Restaurant
List of Confirmed
and Upcoming
Reservations
Reservation
Details
List of Restaurants
Restaurant Details
List of Pending
Requests and
Their Status
Invitation Code
Sharing Platforms
(Twitter, FB, Email,
SMS)
Tap “Go to
Reserve App”
RESERVE
(on phone)
Tap on Reserve
Icon
Reserve WatchKit
App Landing Page
Apple Watch
Home
Pending Requests
Upcoming
Reservations
Invite FriendsRecommend a
Restaurant*
Tap Icon Tap Icon Tap Icon Tap Icon
List of confirmed
restaurant(s)
List of
recommendations
based on original
request
List of pending
requests
Send an invite
screen
Restaurant details Apple contacts list
Tap on
restaurant
Tap “Go to
Reserve App”
Tap on
Restaurant
Tap to select
share platform
(Email, Twitter)
Reservation details
Confirmation that
request has been
sent
Tap “Add
Request”
Tap on friend’s
icon
Reserve invite is
auto-populated w/
friend’s name
Tap to submit
Reserve WatchKit
App Landing Page
Tap “Go to
Reserve App”
RESERVE
(on phone)
RESERVE
(on phone)
HOMEPAGE
RESERVE • FLOWS
CONFIRMATION
RESERVE • FLOWS
Short Look:
Confirmed
Long Look:
Reservation
Confirmation w/
Details
Tap “Dismiss”
RECOMMENDATIONS
RESERVE • FLOWS
Tap on Reserve
Icon
Reserve WatchKit
App Landing Page
Apple Watch
Home
Tap
Recommend
a Restaurant*
List of
recommendations
based on original
request
Restaurant details
To book: tap
“Go to Reserve
App”
Tap on
Restaurant
Confirmation that
request has been
sent
Tap “Add
Request”
Montage of
restaurant photos
Zoomed in view of
montage area
Tap on area of
montage
Restaurant details
Tap on specific
restaurant
photo
If a request
was started
in native (so
Reserve has
diner info),
then:
If no request
was started
in native app,
then:
RESERVE
(on phone)
REMINDER
RESERVE • FLOWS
Short Look:
Confirmed
Long Look:
Reservation
Confirmation w/
Details
Tap “Dismiss”
Tap “See Map”
Open Maps w/
restaurant address
populated
SHOULDER TIME
RESERVE • FLOWS
Short Look:
Reservation Offer
Long Look:
Shoulder time
offer from
restaurant
Tap “Keep
Waiting”
Notification:
Waitlisted + Can I
recommend?
Tap “See
Recommendations”
Restaurant Details
Tap into
restaurant for
details
Recommendations
Overview
Tap “Add
Request”
Request
Submitted!
PAYMENT & RATE EXPERIENCE
RESERVE • FLOWS
Short Look:
Payment
Long Look: “PAID”,
Billing Summary
Tap “Rate
Experience”
Rate Experience
Screen
Tap star iconsSurvey submitted! Tap “Submit” Stars fill
ANNOTATED WIREFRAMES
RESERVE
Reminder
RESERVE
Confirmed
DISMISS
6:30 PM
2/28/15
2 guests
181 Thompson St. NY, NY
CONFIRMED
Reserve
5:10
Carbone
SEE MAP
DISMISS
Reserve
6:30 PM
Today 2/28/15
2 guests
181 Thompson St. NY, NY
1:30
REMINDER
Carbone
User testing validated that
replacing the sentence-based
copy with icons made for a visual,
clean and simplistic way of
conveying information.
HIG: “The system also adds a
Dismiss button and any app-
defined action buttons at the end
of the notification.”
“SEE MAP” will allow users to
access the map view
within the watch app
for geographical context of their
upcoming reservation.
Assumes Reminder appears
approx. 2.5 hours before
reservation.
1.2
1.4
HIG: “The structure of the Long
Look interface is the same for all
apps. The system overlays the
app icon and app name on top of
a sash area, which blurs the
content underneath it.”
1.1
1.3
1.1
1.3
1.4
SHORT LOOK -
CONFIRMED
LONG LOOK -
CONFIRMED
SHORT LOOK -
REMINDER
LONG LOOK -
REMINDER
1.2
RESERVE • ANNOTATED WIREFRAMES
This copy may need to be
changed back to “expires in 30
minutes” due to time zone
restrictions.
*Future idea: Incorporate a
countdown of the time they
have left to respond to an offer
as a short glance.
Time and date are explicit so
users know what to expect from
being waitlisted.
Original requested time is explicitly
stated in the copy to remind users
what they had originally requested.
“LET’S DO IT” prompts a
Confirmation notification for that
time and date.
“KEEP WAITING” prompts a the
Waitlisted notification.
“SEE RECOMMENDATIONS” will
push users to a hierarchical screen
listing 3 suggested restaurants.
2.3
2.4
2.6
2.2
2.5
2.1
SHORT LOOK -
SHOULDER TIME
LONG LOOK -
SHOULDER TIME
WAITLISTED
RESERVE
Reservation Offer
DISMISS
KEEP WAITING
LET’S DO IT
3:08
Reserve
Carbone
RESERVATION OFFER
“Carbone is not available
from 5-7 PM on Feb 28.
Would you like to accept
a high top at 9:00 PM?”
This offer expires at 3:38
PM today.
SEE RECOMMENDATIONS
DISMISS
3:09
Reserve
Carbone
WAITLISTED
“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?”
2.2
2.3
2.4
2.5
2.6
2.1
RESERVE • ANNOTATED WIREFRAMES
*Adding a restaurant will not
cancel your waitlist at Carbone.
RECOMMENDATIONS
Suggestions are chosen by 1.
similar cuisine type, 2. location,
and 3. highly rated.
“ADD REQUEST” will add the
selected restaurant to the
request container, for the original
time & date requested.
Users can tap back to the main
recommendations screen and
continue adding restaurants to
the request container.
Dining information is reiterated so
users understand that the
recommendations are for original
times.
“GO TO RESERVE APP” pushes
users to the native app.
3.3
3.2
3.4
3.1
3.1
3.2
3.3
3.4
Contemp. American
Little Italy
Bacchanal
Best New Bar &
Restaurants 2014-Thrillist
Adding a restaurant will not
cancel your waitlist at Carbone.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
ADD REQUEST
< RESERVE 3:11
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
Pagani
ZZ’s Clam Bar
Bacchanal
Italian
West Village
Seafood
Greenwich Village
Contemp. American
Little Italy
GO TO RESERVE APP
RESERVE 3:09
Pagani suits every
occasion, from a
romantic dinner for 2 to
outings with friends.
Adding a restaurant will not
cancel your waitlist at Carbone.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
Italian
West Village
Pagani
ADD REQUEST
< RESERVE 3:10
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
< RESERVE
SUBMITTED
3:11
Italian
West Village
Pagani
Seafood
Greenwich Village
ZZ’s Clam Bar
Michelin Star 2015
Adding a restaurant will not
cancel your waitlist at Carbone.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
ADD REQUEST
< RESERVE 3:10
RESERVE • ANNOTATED WIREFRAMES
SHORT LOOK -
BILLING
LONG LOOK -
BILLING
RATE EXPERIENCE
9:31
Reserve
DISMISS
RATE EXPERIENCE
$102.23
PAID
Carbone
PAYMENT
RESERVE
Payment
HOW WAS THE FOOD?
RESERVE
Press & hold to record comments.
HOW WAS THE SERVICE?
HOW WAS THE AMBIENCE?
SUBMIT
P O O R G R E AT
Users tap on stars to rate.
“RATE EXPERIENCE” pushes user
to the dining survey.
*Potential Feature: Access the
watch’s microphone and
recording capabilities in order to
allow users to leave voice
recordings as feedback.
4.3
4.2
4.1
4.1
4.2
4.3
RESERVE • ANNOTATED WIREFRAMES
You have no pending
reservations. Tap
below to make one.
< RESERVE 3:08
GO TO RESERVE APP
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
Carbone
Italian
West Village
WAITLISTED
< RESERVE 3:08
GO TO RESERVE APP
Italian
West VillagePagani
REQUESTED
7:30 PM
2/28/15
2 guests
181 Thompson St, NY, NY
< RESERVE 3:08
GO TO RESERVE APP
CONFIRMED
Carbone
< RESERVE 3:08
GO TO RESERVE APP
CONFIRMED
Carbone
3:08RESERVE
UPCOMING
RESERVATIONS
PENDING
REQUESTS
RECOMMEND
A RESTAURANT
INVITE
FRIENDS
APPLE WATCH HOME RESERVE WATCHKIT LANDING PAGE
UPCOMING RESERVATIONS
PENDING REQUESTS
Invite Friends: User can tap
share buttons along bottom of
the screen. Apple’s contacts list
will come up, user can select
contact, and app will auto
populate share platform with
copy & friend’s contact info.
5.5
If you tap on restaurant banner,
confirmation details will appear.
If the user hasn’t requested any
restaurants, the app will push
the user to go to Reserve native
app.
Upcoming Reservations: Contains
list of upcoming restaurant
reservations.
Pending Requests: Contains list of
pending requests and their status
(Waitlisted, Requested, etc.)
5.3
5.2
5.4
5.1
5.1
5.2
5.3 5.4
5.5
INVITE FRIENDS
Give friends $25
toward their first dining
experience and get $5
when they book with
Reserve
Send your code
E1WZUY
< RESERVE 3:08
< RESERVE 3:08
Go to Reserve App
Pagani suits every occasion
- from romantic dinner for
two to a lively outing with
friends.
“To request a table here,
please go to Reserve app!”
Italian
West Village
Pagani
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Type of Cuisine
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Type of Cuisine
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Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
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Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Italian
West Village
Pagani
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Restaurant Name
Type of Cuisine
Location
Italian
West Village
Pagani
“I need some
information before
I can suggest an
appropriate dining
experience for you.
Tap below to get
started!”
< RESERVE 3:08
GO TO RESERVE APP
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
Pagani
ZZ’s Clam Bar
Italian
West Village
Seafood
Greenwich
< RESERVE 3:08
GO TO RESERVE APP
Contemp. American
Little Italy
Bacchanal
RECOMMEND A RESTAURANT
OPTION 1: If the user hasn’t
started a request yet, the watch
can push the user to the native
app to input diner data.
(OPTION 2 CONT.) When ready
to make a request, the app will
push user to Reserve native to
input dining info.
Recommend a Restaurant:
Recommendations will appear if a
request has been started from the
Reserve native app (read: app has
diner data to pull from).
Tapping a restaurant will initiate the
same flow as from page 3.
OPTION 2 (preferred): If the user
hasn’t started a request yet, they
can browse a collage of restaurant
photos (similar to Apple Watch’s
Photos app).
(OPTION 2 CONT.) Users can
browse restaurants by zooming in
on the photo of the restaurant for
more details (by twisting the Digital
Crown).
6.3
6.4
6.2
6.5
6.1
6.1 6.2
6.3
6.4
6.5
RESERVE • ANNOTATED WIREFRAMES
USER TESTING & RESULTS
RESERVE • USER TESTING
RESERVE • USER TESTING
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 able
to access the map view
within the watch app
for 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
WIREFRAME • ITERATIONS
WIREFRAME ITERATIONS
1.1 Replaced “Success” with
“Confirmed” because
users felt that “Success”
was vague.
User testing validated
that replacing sentence-
based copy with icons
made for a visual and
simplistic way of
conveying information.
The address was added
because users wanted to
see it at-a-glance with
other confirmation
details.
Users were confused
about the notification
type they were receiving,
so we added applicable
headers for clarity.
The “See Map” CTA was
added because users
wanted to access the
map view within the app
for geographical context.
1.2
1.3
1.4
1.5
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
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
2.1 Through A/B testing,
users preferred having
their original requested
time listed to remind
them what their original
time was.
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.
The copy was revised to
improve the clarity of the
waitlist status & time; and
date specifics for the
alternatives. Users were
confused with the
previous version.
2.2
2.3
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
RESERVE
Go to Reserve App
Pagani
ZZ’s Clam Bar
Bacchanal
Italian
West Village
Seafood
Greenwich
Contemporary American
Little Italy
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
< RESERVE
Add Request
Italian
West 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.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
Add Request
Seafood
Greenwich
ZZ’s Clam Bar
Michelin Star 2015
Adding a restaurant will not
cancel your waitlist at Carbone.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
< RESERVE
Add Request
Contemporary American
Little Italy
Bacchanal
Best New Bar &
Restaurants 2014-Thrillist
Adding a restaurant will not
cancel your waitlist at Carbone.
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
< 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
3.1 Through A/B testing,
users preferred to see
their recommendations all
upfront to reduce going
through options page-by-
page.
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 the
copy “app” for clarity.
Users wanted to see
selling points of the
restaurant to help guide
their decision-making so
we included an excerpt
from the longer
description.
There was uncertainty
over what would happen
to the original reservation
if the recommended
alternative was
requested. We included
the copy here to clarify.
3.2
3.3
3.4
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
$102.23
PAID
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
4.1
4.2
PAYMENT RATE EXPERIENCE
PAYMENT
WIREFRAME ITERATIONS
WIREFRAME • ITERATIONS
4.1 Through A/B testing,
users preferred to see the
$ amount displayed, as
well as an icon to reaffirm
that the bill was paid. The
extra checkmark symbol
left them feeling assured.
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 concise
and easy. They said the
current iteration was
enjoyable and seamless
to rate.
4.2
USER TESTING • HIGHLIGHTS
- COLE / 37 Y.O. / WEB DEVELOPER / NYC
“No one wants to scroll on a watch.”
“Just make it lazy. People are lazy. They want the least amount
of reading and work."
“Don't say ‘Do you want to see other options?’ Instead, say
‘Here are other options to choose from.’ The more options you
give the consumer, the less appeal. They want you to tell them
what the options are.”
- SHARON / 35 Y.O. / SOCIAL MEDIA STRATEGIST / AUSTIN
- KEVIN / 40 Y.O. / TEACHER / ATLANTA
RESERVE • USER TESTING & RESULTS
NEXT STEPS
TEST & EXPAND ON WATCHKIT APP FEATURES
CONTINUED TESTING W/NATIVE APP (V1.3+)
MONITOR USERS’ BEHAVIOR WITH THE WATCH OVER TIME
CRITICAL ASSESSMENT OF USER EXPERIENCE FEEDBACK ABOUT
NATIVE APP + APPLE WATCHKIT APP
RESERVE • NEXT STEPS
NEXT STEPS
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.
RESERVE • NEXT STEPS
FUTURE FEATURE IDEAS
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.
RESERVE • NEXT STEPS
FUTURE FEATURE IDEAS
RESERVE • NEXT STEPS
OPTION TO EDIT RESERVATION DETAILS ON THE WATCH
WHAT • Users would like to edit their reservation details from
the Confirmation & Reminder notifications.
WHY • This came up repeatedly in user tests.
HOW • Would editing capabilities push to the native app, or
stay in the watch? Can text be made clickable within a
notification?
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
V.I.P. TREATMENT FOR RESERVE REGULARS
WHAT • If a user has booked the same restaurant through Reserve several times,
they should receive special perks (e.g. free dessert).
WHY • To make customers feel like V.I.P.s
HOW • Strengthen the relationship between Reserve and partner restaurants.
Restaurants should view Reserve clients as V.I.P.s.
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
SURPRISE OFFERS
WHAT • “Carbone has a table for 2 open tonight at 6:30 PM. Would you like it?”
WHY • To surprise & delight users, a key concierge behavior. SCENARIOS: A
user favorites a restaurant or has tried to book a restaurant previously, but
couldn't get in.
HOW • A user has rated a restaurant’s experience particularly well in the
past. The restaurant can see that a user is interested in them from their
Venue app, and can send the user an offer if they see that they have an
open table. Reserve would need a Favorites feature and access to diner
history.
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
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
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
WHAT? • Allows users to leave voice-recorded feedback during the “Rate Your
Experience” survey.
WHY? • The microphone is the most accessible way to leave feedback on the watch.
HOW? • Access the watch’s microphone and recording capabilities.
HOW WAS THE FOOD?
RESERVE
Press and hold to record comments.
HOW WAS THE SERVICE?
HOW WAS THE AMBIENCE?
SUBMIT
P O O R G R E AT
FUTURE FEATURE IDEAS : DETAILS
VOICE-RECORDED FEEDBACK
RESERVE • NEXT STEPS
LOCATION-BASED REMINDERS & 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
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
GUARANTEED ALTERNATE RECOMMENDATION TIMES
WHAT? • Offer a specific time for users to accept/decline when they go to view
alternate recommendations.
WHY? • To minimize user wait time, a current pain point.
HOW? • Operations must confirm restaurant availability prior to the user viewing
recommendations. Ideally, pull diner data for preferences.
No, thanks
Let’s do it
Mediterranean
Union Square
Aldea
“Aldea has a table for 2
at 6:30 PM available
right now. Would you like
it?”
Dinner for 2 on Feb 28
Between 5:00-7:00 PM
< RESERVE
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
RE-PING THE RESTAURANT IF A SHOULDER OFFER IS MISSED
WHAT? • Users have indicated a desire to be able to resubmit a request if they
miss a shoulder time offer.
WHY? • A concierge should never say no, but should provide opportunities for an
alternative.
HOW? • Build out system to re-ping restaurant in native app first. Database to
keep offer history.
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
WHAT? • Users receive a notification at the restaurant that their check has been
paid, and they can leave. Mirrors the physical card they receive.
WHY? • To streamline the user’s dining experience.
HOW? • Reserve must sync with the restaurant on timing of closing the bill.
3:08
Dismiss
Rate Experience
Reserve
THE
CHECK
IS PAID.
“THE CHECK IS PAID”
FUTURE FEATURE IDEAS : DETAILS
RESERVE • NEXT STEPS
OTHER POTENTIAL FEATURES TO INCLUDE
SETTINGS • Change your default tip amount from the watch by twisting digital
crowns.
INCORPORATE COUNTDOWN • To illustrate amount of time left to respond
to shoulder time offers.
BILLING HISTORY
DINER HISTORY
FUTURE FEATURE IDEAS : DETAILS
THANK YOU

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CLIENT: Reserve | Presentation Deck | Apple Watch UX/UI Design Proposal

  • 1. UX DESIGN PROPOSAL • APPLE WATCH APP JANICE TSAI • STEPHEN EBERLY • JEN NG
  • 2. A PERSONAL CONCIERGE FOR CREATING SEAMLESS DINING EXPERIENCES. BOSTON • LOS ANGELES • NEW YORK CITY • SAN FRANCISCO RESERVE • INTRO WHAT IS RESERVE?
  • 4. NATIVE EXPERIENCE SCREENSHOTS FROM THE NATIVE APP RESERVE • NATIVE APP WELCOME SCREEN RESTAURANTS LISTING RESTAURANT PROFILE
  • 5. RESERVE • NATIVE APP NATIVE EXPERIENCE SCREENSHOTS FROM THE NATIVE APP PAYMENT CONFIRMATION RATINGS SCREEN
  • 6. CONCIERGE SERVICE Reserve handles everything from restaurant suggestions to payment-processing after a meal. V.I.P. SELECTIONS Reserve offers a highly curated & exclusive listing of restaurants. DESIGNED WITH RESTAURANTS IN MIND No fee for restaurants to join. Flexible - doesn’t force them to hold tables. Private feedback from Reserve diners. RESERVE • ABOUT HOW IS RESERVE DIFFERENT?
  • 7. BUSINESS Extend the native app experience to the Apple Watch. Encourage diners to explore new restaurants. Generate more business for all restaurants. USER Have a seamless reservation and dining experience. Have an easy way of responding to notifications on the Apple Watch. DESIGNER Maintain the company brand in the Apple Watch extension. Identify the most essential functions of the native app to transfer to the Apple Watch design. RESERVE • GOALS GOALS
  • 10. INTERVIEWS JULIE GABE LUCAS CAROLYN ANDREW LISA LEAH KELLY JON PATRICK VICTORIASAL RESERVE • RESEARCH
  • 11. INTERVIEW HIGHLIGHTS • 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 RESERVE • RESEARCH
  • 12. INTERVIEW HIGHLIGHTS • 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 RESERVE • RESEARCH
  • 13. INTERVIEW HIGHLIGHTS • DINERS RESERVE • RESEARCH - 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
  • 14. RESERVE • RESEARCH • TESTING THE NATIVE APP ON IPHONE & IPAD
  • 16. KEY TAKEAWAYS VIBRATING NOTIFICATIONS ARE ESSENTIAL & EFFECTIVE SOLUTION • Save for core call-to-actions ACCESSIBLE NOTIFICATIONS ADD 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
  • 17. 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
  • 18. WATCHKIT HOMEPAGE UPCOMING RESERVATIONS • Contains list of upcoming restaurant reservations. If you tap on restaurant, confirmation details will appear. PENDING REQUESTS • Contains list of pending requests and their status (Waitlisted, Requested, etc.) If the user hasn’t requested any restaurants, the app will tell the user to go to the Reserve native app. RECOMMEND A RESTAURANT • Recommendations will appear if a request has been started from the Reserve native app (app has diner data to pull from). If the user hasn’t started a request, they can browse restaurants by zooming in on the photo of the restaurant (by twisting the Digital Crown). When they’re ready to make a request, the app will push user to Reserve native to input dining info. INVITE FRIENDS • User can tap share buttons along bottom of the screen. Apple’s contacts list will come up, user can select contact, and app will auto-populate share platform with copy & friends’ contact info. RESERVE • DESIGN RECOMMENDATIONS
  • 20. KEY FEATURES Notifications, Recommendations, Reminders, SocialRESERVE • PERSONAS
  • 21. KEY FEATURES Notifications, Recommendations, RemindersRESERVE • PERSONAS
  • 22. LYLE’S USER STORY RESERVE • USER STORY Short Look: Reservation Offer Long Look: Shoulder time offer from Carbone Tap “Keep Waiting” Notification: Waitlisted + Can I recommend? Tap “See Recommendations” RESERVE: Lyle sends request for Carbone, table for 2, 2/28, 5-7pm ZZ’s Clam Bar Details Tap into ZZ’s Clam Bar Recommendation Overview Tap back Recommendation Overview Tap into Pagani Pagani Details Tap “Add Request” Apple Watch Home Press Digital Crown Pagani: Submitted Tap RESERVE WatchKit icon WatchKit app landing page Tap “Pending Requests” Pending Requests Short Look: Confirmation Long Look: Confirmation from Carbone Tap “Dismiss” Apple Watch Home RESERVE: Confirmation notification from Carbone
  • 24. FLOWS
  • 25. APP MAP RESERVE • APP MAP Reserve WatchKit App Landing Page Apple Watch Home Pending Requests Upcoming Reservations Invite Friends Recommend a Restaurant List of Confirmed and Upcoming Reservations Reservation Details List of Restaurants Restaurant Details List of Pending Requests and Their Status Invitation Code Sharing Platforms (Twitter, FB, Email, SMS) Tap “Go to Reserve App” RESERVE (on phone)
  • 26. Tap on Reserve Icon Reserve WatchKit App Landing Page Apple Watch Home Pending Requests Upcoming Reservations Invite FriendsRecommend a Restaurant* Tap Icon Tap Icon Tap Icon Tap Icon List of confirmed restaurant(s) List of recommendations based on original request List of pending requests Send an invite screen Restaurant details Apple contacts list Tap on restaurant Tap “Go to Reserve App” Tap on Restaurant Tap to select share platform (Email, Twitter) Reservation details Confirmation that request has been sent Tap “Add Request” Tap on friend’s icon Reserve invite is auto-populated w/ friend’s name Tap to submit Reserve WatchKit App Landing Page Tap “Go to Reserve App” RESERVE (on phone) RESERVE (on phone) HOMEPAGE RESERVE • FLOWS
  • 27. CONFIRMATION RESERVE • FLOWS Short Look: Confirmed Long Look: Reservation Confirmation w/ Details Tap “Dismiss”
  • 28. RECOMMENDATIONS RESERVE • FLOWS Tap on Reserve Icon Reserve WatchKit App Landing Page Apple Watch Home Tap Recommend a Restaurant* List of recommendations based on original request Restaurant details To book: tap “Go to Reserve App” Tap on Restaurant Confirmation that request has been sent Tap “Add Request” Montage of restaurant photos Zoomed in view of montage area Tap on area of montage Restaurant details Tap on specific restaurant photo If a request was started in native (so Reserve has diner info), then: If no request was started in native app, then: RESERVE (on phone)
  • 29. REMINDER RESERVE • FLOWS Short Look: Confirmed Long Look: Reservation Confirmation w/ Details Tap “Dismiss” Tap “See Map” Open Maps w/ restaurant address populated
  • 30. SHOULDER TIME RESERVE • FLOWS Short Look: Reservation Offer Long Look: Shoulder time offer from restaurant Tap “Keep Waiting” Notification: Waitlisted + Can I recommend? Tap “See Recommendations” Restaurant Details Tap into restaurant for details Recommendations Overview Tap “Add Request” Request Submitted!
  • 31. PAYMENT & RATE EXPERIENCE RESERVE • FLOWS Short Look: Payment Long Look: “PAID”, Billing Summary Tap “Rate Experience” Rate Experience Screen Tap star iconsSurvey submitted! Tap “Submit” Stars fill
  • 33. RESERVE Reminder RESERVE Confirmed DISMISS 6:30 PM 2/28/15 2 guests 181 Thompson St. NY, NY CONFIRMED Reserve 5:10 Carbone SEE MAP DISMISS Reserve 6:30 PM Today 2/28/15 2 guests 181 Thompson St. NY, NY 1:30 REMINDER Carbone User testing validated that replacing the sentence-based copy with icons made for a visual, clean and simplistic way of conveying information. HIG: “The system also adds a Dismiss button and any app- defined action buttons at the end of the notification.” “SEE MAP” will allow users to access the map view within the watch app for geographical context of their upcoming reservation. Assumes Reminder appears approx. 2.5 hours before reservation. 1.2 1.4 HIG: “The structure of the Long Look interface is the same for all apps. The system overlays the app icon and app name on top of a sash area, which blurs the content underneath it.” 1.1 1.3 1.1 1.3 1.4 SHORT LOOK - CONFIRMED LONG LOOK - CONFIRMED SHORT LOOK - REMINDER LONG LOOK - REMINDER 1.2 RESERVE • ANNOTATED WIREFRAMES
  • 34. This copy may need to be changed back to “expires in 30 minutes” due to time zone restrictions. *Future idea: Incorporate a countdown of the time they have left to respond to an offer as a short glance. Time and date are explicit so users know what to expect from being waitlisted. Original requested time is explicitly stated in the copy to remind users what they had originally requested. “LET’S DO IT” prompts a Confirmation notification for that time and date. “KEEP WAITING” prompts a the Waitlisted notification. “SEE RECOMMENDATIONS” will push users to a hierarchical screen listing 3 suggested restaurants. 2.3 2.4 2.6 2.2 2.5 2.1 SHORT LOOK - SHOULDER TIME LONG LOOK - SHOULDER TIME WAITLISTED RESERVE Reservation Offer DISMISS KEEP WAITING LET’S DO IT 3:08 Reserve Carbone RESERVATION OFFER “Carbone is not available from 5-7 PM on Feb 28. Would you like to accept a high top at 9:00 PM?” This offer expires at 3:38 PM today. SEE RECOMMENDATIONS DISMISS 3:09 Reserve Carbone WAITLISTED “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?” 2.2 2.3 2.4 2.5 2.6 2.1 RESERVE • ANNOTATED WIREFRAMES
  • 35. *Adding a restaurant will not cancel your waitlist at Carbone. RECOMMENDATIONS Suggestions are chosen by 1. similar cuisine type, 2. location, and 3. highly rated. “ADD REQUEST” will add the selected restaurant to the request container, for the original time & date requested. Users can tap back to the main recommendations screen and continue adding restaurants to the request container. Dining information is reiterated so users understand that the recommendations are for original times. “GO TO RESERVE APP” pushes users to the native app. 3.3 3.2 3.4 3.1 3.1 3.2 3.3 3.4 Contemp. American Little Italy Bacchanal Best New Bar & Restaurants 2014-Thrillist Adding a restaurant will not cancel your waitlist at Carbone. Dinner for 2 on Feb 28 Between 5:00-7:00 PM ADD REQUEST < RESERVE 3:11 Dinner for 2 on Feb 28 Between 5:00-7:00 PM Pagani ZZ’s Clam Bar Bacchanal Italian West Village Seafood Greenwich Village Contemp. American Little Italy GO TO RESERVE APP RESERVE 3:09 Pagani suits every occasion, from a romantic dinner for 2 to outings with friends. Adding a restaurant will not cancel your waitlist at Carbone. Dinner for 2 on Feb 28 Between 5:00-7:00 PM Italian West Village Pagani ADD REQUEST < RESERVE 3:10 Dinner for 2 on Feb 28 Between 5:00-7:00 PM < RESERVE SUBMITTED 3:11 Italian West Village Pagani Seafood Greenwich Village ZZ’s Clam Bar Michelin Star 2015 Adding a restaurant will not cancel your waitlist at Carbone. Dinner for 2 on Feb 28 Between 5:00-7:00 PM ADD REQUEST < RESERVE 3:10 RESERVE • ANNOTATED WIREFRAMES
  • 36. SHORT LOOK - BILLING LONG LOOK - BILLING RATE EXPERIENCE 9:31 Reserve DISMISS RATE EXPERIENCE $102.23 PAID Carbone PAYMENT RESERVE Payment HOW WAS THE FOOD? RESERVE Press & hold to record comments. HOW WAS THE SERVICE? HOW WAS THE AMBIENCE? SUBMIT P O O R G R E AT Users tap on stars to rate. “RATE EXPERIENCE” pushes user to the dining survey. *Potential Feature: Access the watch’s microphone and recording capabilities in order to allow users to leave voice recordings as feedback. 4.3 4.2 4.1 4.1 4.2 4.3 RESERVE • ANNOTATED WIREFRAMES
  • 37. You have no pending reservations. Tap below to make one. < RESERVE 3:08 GO TO RESERVE APP Dinner for 2 on Feb 28 Between 5:00-7:00 PM Carbone Italian West Village WAITLISTED < RESERVE 3:08 GO TO RESERVE APP Italian West VillagePagani REQUESTED 7:30 PM 2/28/15 2 guests 181 Thompson St, NY, NY < RESERVE 3:08 GO TO RESERVE APP CONFIRMED Carbone < RESERVE 3:08 GO TO RESERVE APP CONFIRMED Carbone 3:08RESERVE UPCOMING RESERVATIONS PENDING REQUESTS RECOMMEND A RESTAURANT INVITE FRIENDS APPLE WATCH HOME RESERVE WATCHKIT LANDING PAGE UPCOMING RESERVATIONS PENDING REQUESTS Invite Friends: User can tap share buttons along bottom of the screen. Apple’s contacts list will come up, user can select contact, and app will auto populate share platform with copy & friend’s contact info. 5.5 If you tap on restaurant banner, confirmation details will appear. If the user hasn’t requested any restaurants, the app will push the user to go to Reserve native app. Upcoming Reservations: Contains list of upcoming restaurant reservations. Pending Requests: Contains list of pending requests and their status (Waitlisted, Requested, etc.) 5.3 5.2 5.4 5.1 5.1 5.2 5.3 5.4 5.5 INVITE FRIENDS Give friends $25 toward their first dining experience and get $5 when they book with Reserve Send your code E1WZUY < RESERVE 3:08
  • 38. < RESERVE 3:08 Go to Reserve App Pagani suits every occasion - from romantic dinner for two to a lively outing with friends. “To request a table here, please go to Reserve app!” Italian West Village Pagani Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Italian West Village Pagani Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Restaurant Name Type of Cuisine Location Italian West Village Pagani “I need some information before I can suggest an appropriate dining experience for you. Tap below to get started!” < RESERVE 3:08 GO TO RESERVE APP Dinner for 2 on Feb 28 Between 5:00-7:00 PM Pagani ZZ’s Clam Bar Italian West Village Seafood Greenwich < RESERVE 3:08 GO TO RESERVE APP Contemp. American Little Italy Bacchanal RECOMMEND A RESTAURANT OPTION 1: If the user hasn’t started a request yet, the watch can push the user to the native app to input diner data. (OPTION 2 CONT.) When ready to make a request, the app will push user to Reserve native to input dining info. Recommend a Restaurant: Recommendations will appear if a request has been started from the Reserve native app (read: app has diner data to pull from). Tapping a restaurant will initiate the same flow as from page 3. OPTION 2 (preferred): If the user hasn’t started a request yet, they can browse a collage of restaurant photos (similar to Apple Watch’s Photos app). (OPTION 2 CONT.) Users can browse restaurants by zooming in on the photo of the restaurant for more details (by twisting the Digital Crown). 6.3 6.4 6.2 6.5 6.1 6.1 6.2 6.3 6.4 6.5 RESERVE • ANNOTATED WIREFRAMES
  • 39. USER TESTING & RESULTS
  • 40. RESERVE • USER TESTING
  • 41. RESERVE • USER TESTING
  • 42. 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 able to access the map view within the watch app for 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 WIREFRAME • ITERATIONS WIREFRAME ITERATIONS 1.1 Replaced “Success” with “Confirmed” because users felt that “Success” was vague. User testing validated that replacing sentence- based copy with icons made for a visual and simplistic way of conveying information. The address was added because users wanted to see it at-a-glance with other confirmation details. Users were confused about the notification type they were receiving, so we added applicable headers for clarity. The “See Map” CTA was added because users wanted to access the map view within the app for geographical context. 1.2 1.3 1.4 1.5
  • 43. 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 WIREFRAME ITERATIONS WIREFRAME • ITERATIONS 2.1 Through A/B testing, users preferred having their original requested time listed to remind them what their original time was. 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. The copy was revised to improve the clarity of the waitlist status & time; and date specifics for the alternatives. Users were confused with the previous version. 2.2 2.3
  • 44. WIREFRAME ITERATIONS WIREFRAME • ITERATIONS RESERVE Go to Reserve App Pagani ZZ’s Clam Bar Bacchanal Italian West Village Seafood Greenwich Contemporary American Little Italy Dinner for 2 on Feb 28 Between 5:00-7:00 PM < RESERVE Add Request Italian West 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. Dinner for 2 on Feb 28 Between 5:00-7:00 PM Add Request Seafood Greenwich ZZ’s Clam Bar Michelin Star 2015 Adding a restaurant will not cancel your waitlist at Carbone. Dinner for 2 on Feb 28 Between 5:00-7:00 PM < RESERVE Add Request Contemporary American Little Italy Bacchanal Best New Bar & Restaurants 2014-Thrillist Adding a restaurant will not cancel your waitlist at Carbone. Dinner for 2 on Feb 28 Between 5:00-7:00 PM < 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 3.1 Through A/B testing, users preferred to see their recommendations all upfront to reduce going through options page-by- page. 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 the copy “app” for clarity. Users wanted to see selling points of the restaurant to help guide their decision-making so we included an excerpt from the longer description. There was uncertainty over what would happen to the original reservation if the recommended alternative was requested. We included the copy here to clarify. 3.2 3.3 3.4
  • 45. 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 $102.23 PAID 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 4.1 4.2 PAYMENT RATE EXPERIENCE PAYMENT WIREFRAME ITERATIONS WIREFRAME • ITERATIONS 4.1 Through A/B testing, users preferred to see the $ amount displayed, as well as an icon to reaffirm that the bill was paid. The extra checkmark symbol left them feeling assured. 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 concise and easy. They said the current iteration was enjoyable and seamless to rate. 4.2
  • 46. USER TESTING • HIGHLIGHTS - COLE / 37 Y.O. / WEB DEVELOPER / NYC “No one wants to scroll on a watch.” “Just make it lazy. People are lazy. They want the least amount of reading and work." “Don't say ‘Do you want to see other options?’ Instead, say ‘Here are other options to choose from.’ The more options you give the consumer, the less appeal. They want you to tell them what the options are.” - SHARON / 35 Y.O. / SOCIAL MEDIA STRATEGIST / AUSTIN - KEVIN / 40 Y.O. / TEACHER / ATLANTA RESERVE • USER TESTING & RESULTS
  • 48. TEST & EXPAND ON WATCHKIT APP FEATURES CONTINUED TESTING W/NATIVE APP (V1.3+) MONITOR USERS’ BEHAVIOR WITH THE WATCH OVER TIME CRITICAL ASSESSMENT OF USER EXPERIENCE FEEDBACK ABOUT NATIVE APP + APPLE WATCHKIT APP RESERVE • NEXT STEPS NEXT STEPS
  • 49. 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. RESERVE • NEXT STEPS FUTURE FEATURE IDEAS
  • 50. 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. RESERVE • NEXT STEPS FUTURE FEATURE IDEAS
  • 51. RESERVE • NEXT STEPS OPTION TO EDIT RESERVATION DETAILS ON THE WATCH WHAT • Users would like to edit their reservation details from the Confirmation & Reminder notifications. WHY • This came up repeatedly in user tests. HOW • Would editing capabilities push to the native app, or stay in the watch? Can text be made clickable within a notification? FUTURE FEATURE IDEAS : DETAILS
  • 52. RESERVE • NEXT STEPS V.I.P. TREATMENT FOR RESERVE REGULARS WHAT • If a user has booked the same restaurant through Reserve several times, they should receive special perks (e.g. free dessert). WHY • To make customers feel like V.I.P.s HOW • Strengthen the relationship between Reserve and partner restaurants. Restaurants should view Reserve clients as V.I.P.s. FUTURE FEATURE IDEAS : DETAILS
  • 53. RESERVE • NEXT STEPS SURPRISE OFFERS WHAT • “Carbone has a table for 2 open tonight at 6:30 PM. Would you like it?” WHY • To surprise & delight users, a key concierge behavior. SCENARIOS: A user favorites a restaurant or has tried to book a restaurant previously, but couldn't get in. HOW • A user has rated a restaurant’s experience particularly well in the past. The restaurant can see that a user is interested in them from their Venue app, and can send the user an offer if they see that they have an open table. Reserve would need a Favorites feature and access to diner history. FUTURE FEATURE IDEAS : DETAILS
  • 54. RESERVE • NEXT STEPS 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 FUTURE FEATURE IDEAS : DETAILS
  • 55. RESERVE • NEXT STEPS WHAT? • Allows users to leave voice-recorded feedback during the “Rate Your Experience” survey. WHY? • The microphone is the most accessible way to leave feedback on the watch. HOW? • Access the watch’s microphone and recording capabilities. HOW WAS THE FOOD? RESERVE Press and hold to record comments. HOW WAS THE SERVICE? HOW WAS THE AMBIENCE? SUBMIT P O O R G R E AT FUTURE FEATURE IDEAS : DETAILS VOICE-RECORDED FEEDBACK
  • 56. RESERVE • NEXT STEPS LOCATION-BASED REMINDERS & 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 FUTURE FEATURE IDEAS : DETAILS
  • 57. RESERVE • NEXT STEPS GUARANTEED ALTERNATE RECOMMENDATION TIMES WHAT? • Offer a specific time for users to accept/decline when they go to view alternate recommendations. WHY? • To minimize user wait time, a current pain point. HOW? • Operations must confirm restaurant availability prior to the user viewing recommendations. Ideally, pull diner data for preferences. No, thanks Let’s do it Mediterranean Union Square Aldea “Aldea has a table for 2 at 6:30 PM available right now. Would you like it?” Dinner for 2 on Feb 28 Between 5:00-7:00 PM < RESERVE FUTURE FEATURE IDEAS : DETAILS
  • 58. RESERVE • NEXT STEPS RE-PING THE RESTAURANT IF A SHOULDER OFFER IS MISSED WHAT? • Users have indicated a desire to be able to resubmit a request if they miss a shoulder time offer. WHY? • A concierge should never say no, but should provide opportunities for an alternative. HOW? • Build out system to re-ping restaurant in native app first. Database to keep offer history. FUTURE FEATURE IDEAS : DETAILS
  • 59. RESERVE • NEXT STEPS WHAT? • Users receive a notification at the restaurant that their check has been paid, and they can leave. Mirrors the physical card they receive. WHY? • To streamline the user’s dining experience. HOW? • Reserve must sync with the restaurant on timing of closing the bill. 3:08 Dismiss Rate Experience Reserve THE CHECK IS PAID. “THE CHECK IS PAID” FUTURE FEATURE IDEAS : DETAILS
  • 60. RESERVE • NEXT STEPS OTHER POTENTIAL FEATURES TO INCLUDE SETTINGS • Change your default tip amount from the watch by twisting digital crowns. INCORPORATE COUNTDOWN • To illustrate amount of time left to respond to shoulder time offers. BILLING HISTORY DINER HISTORY FUTURE FEATURE IDEAS : DETAILS