GOALS
Redesign the court booking experience to be intuitive, fast, and mobile-friendly.
RESEARCH
Heuristic Evaluation: Identified 5+ friction points in the user journey (e.g., unclear time slots, no confirmation preview, redundant inputs).
User Feedback: Users wanted quicker booking, visual clarity on court availability, and confidence that their slot was confirmed.
Business Insight: Bookings made via staff assistance added load to front desk teams and often led to missed upsell opportunities.
APPROACH
Introduced calendar-based UI with real-time slot availability
Created a 3-step booking flow (Select > Confirm > Pay)
Optimized for mobile-first access, as most users book on-the-go
Added smart suggestions (e.g., best time slots) to encourage more bookings
IMPACT
Booking completion time reduced from ~2.5 minutes to under 60 seconds
Bookings increased by 32% in the first 2 months post-launch
Front desk queries dropped by 45%, freeing up staff for on-ground service
Enabled better peak-hour utilization, leading to an uplift in revenue per court
TOOLS
Court booking feature for sports like Pickleball, Volleyball, and Badminton was functionally available, but underutilized. User drop-offs during the booking flow were high, and customer complaints often referenced a “confusing” or “lengthy” process.
At the same time, the business aimed to increase court utilization and drive revenue through seamless self-service bookings.
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