Bookings across Google
Allowing major verticals to accept bookings across Google
Service business support is a top need for users & merchants - such as reservations, haircuts & classes
That means we make it possible for users to take actions with local businesses in the real world, right from Google, using only their Google Account for identity, payment, and transaction. Initial focus was on transactions: scheduling appointments, classes, making reservations, and so on. I teamed up with a super talented designer
to devlier a v1 experience (tag teaming visual, interaction and user experience design), establishing the ground work for a brand new framework to expand and improve on over time.
Today's mesh of transactional UI's
Competitive landscape + common themes
Research + use cases
In 2016, Google saw a surge in overall service query volume to nearly 3B
We saw an oppurtunity to provide a platform for customers and merchants to connect and transact between
I need to make dinner reservations tonight
I'd like to book a class at the nearby yoga studio
Findings + exploration
We needed a flexible system for an ever-growing list of partners and verticals
Leveraging available and competitive patterns, we then prioritized work based on query volume, and how we planned to work with others. We then developed a template flow that could scale between several verticals, to include dining, fitness, beauty/wellness, hotels, events and services. We tested several flows, patterns and multiple rounds of research from surveys to cafe and rapid user studies, using interactive prototypes.
UI + placement explorations
A standardized UI that doesn't clash
We created a universal entry point and framework, as well as a pattern library for our partner teams to use
Icon-driven actions didn't scale well between locales, and didn't allow for customized strings for specific verticals. We decided on text only to allow for more string real estate and for internationalization and wrapping to occur 90% of the time without breaking the framework. Ultimately, our v1 was a mobile-optimized MVP. It currently supported on web and mobile web. More verticals supported over time.
Finalized entry point + service selection UI
Checkout details + confirmation states
Currently over 600k 28D bookings and 70k merchants with a 17% conversation rate
Huge props and big thanks to Danny for all of his help on this project! Even with an exceptional and accelerating growth rate, the v1 moved pretty quickly and didn't account for everthing we wanted. However, impact was high and we are already working towards feature improvements and better localization. This includes partner and vertical expansion, frictionless payments and personalized views of your transactions.