A presentation for the UX Design and research for the Reserve Apple Watch Kit.

1. PRESENTATION DECK • APPLE WATCH • 02/2015
JANICE TSAI • STEPHEN EBERLY • JEN NG

2. NATIVE APP

3. NATIVE EXPERIENCE
RESERVE • NATIVE APP

4. RESEARCH

5. SOURCES
37
SURVEYS
12
INTERVIEWS
BUSINESS
SUCCESS
STORIES
ITUNES
APP
REVIEWS
QUORASLACK
CLIENT
DECKS
RESERVE • RESEARCH

6. INTERVIEWS
JULIE GABE LUCAS CAROLYN
ANDREW LISA LEAH KELLY JON
PATRICK VICTORIASAL
RESERVE • RESEARCH

7. 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
RESERVE • RESEARCH

8. 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
RESERVE • RESEARCH

9. INTERVIEWS • 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

10. RESERVE • RESEARCH

11. DESIGN RECOMMENDATIONS

12. 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

13. 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

16. PROTOTYPE

17. APP MAP
RESERVE • APP MAP

18. WATCH KIT • RECOMMENDATIONS
RESERVE • USER FLOW

19. USER FLOW • LYLE

20. USER TESTS

21. RESERVE • USER TESTING

22. RESERVE • USER TESTING

23. 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 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
WIREFRAMING

24. 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

25. WIREFRAMES
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
WIREFRAMING

26. 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
$102.23
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
WIREFRAMING

27. NEXT STEPS

28. 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

29. 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

30. 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
FUTURE FEATURE IDEAS
Surprise Offers

31. 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

32. RESERVE • NEXT STEPS
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
FUTURE FEATURE IDEAS

33. THANK YOU