Streamline childcare bookings

Discover

Start with internal stakeholder interviews

I spoke to Support, Sales, Delivery teams, Parents at work who were using the app to gather insights and an internal view about the app.

Validate with customers and users

I convinced the company to visit an OSHC (ie Outside of School Hours Centre) as I was hearing from internal stakeholders that these type of customers were voicing that their needs were not catered in comparison with Daycare Centres. We bribed parents at drop-off with pastries for their thoughts on booking sessions for their children amongst other things.

Define

Insights

• Parents found the experience of booking, cancelling and marking absent clunky especially when they wanted to book for multiple children at the same centre

• The concept of Permanent and Casual bookings legend is internal terminology to QIKKIDS

• Primary JTBD (Jobs to be done) booking, cancelling and marking absent; contacting the centre as a last resort;

• Daycare centres found it easier to use than OSHC (ie Outside of School Hours Centres)

Initial State

Develop

✅ Redesign the calendar to familiar calendars such as Calendar Apps native to iOS and Android; Outlook app, Google Calendar (learn more about Design Affordances)

✅ Consolidate calendar view

✅ Reduce legend (bye bye Permanent and Casual; see you later Full)

✅ Be able to see all my children at the same centre

✅ Usability test the booking experience with the primary goal of reducing the friction of booking, cancelling and marking absent.

🎉 Make it POP (...just kidding - I actually despise this phrase)

New Design

Design with Accessibility at the forefront

I strive to bake in accessibility (a11y) as much as possibile and do so my allocating time to do this. We did have team members who had a form of colour-blindness (its more common than you think). I was able to share and get feedback from them, and they were happy that I considered this aspect of design as it is usally overlooked.

I recommned this chrome extension to test for colour blindness.

Deliver

What went well

The team was able to deliver the first slice of work which was being able to:

• see existing bookings
• mark a session absent
• contact the centre after being marked absent
• Reduced friction by being able to see multiple children at the one centre was less clunky
• Feedback from colleagues; parents was positive
• Illustrations for empty states

What could be improved

• Accessibility: At delivery stage you are at the mercy of the calendar plugin that the delivery team chooses; unfortunately accessibility and customisability is limited.

Next Steps

• Seeing available sessions

• Cancelling a session