Marketplace · Barbershops/2024
Aparatus
An app connecting customers and barbershops — discovery, booking and chat without relying on WhatsApp.
View product →Role
Product Designer
Duration
7 weeks
Platform
Mobile + Web
Tools
Figma, Discovery, Prototipação
Context
Barbershops relied on phone and WhatsApp booking, losing time slots and customers due to lack of organization and confirmation.
Goals
- Bring booking inside the app
- Make it easier to discover nearby barbershops
- Reduce no-shows with reminders and confirmation
The problem
Research
I talked with barbers and customers to understand the booking ritual and the objections to trusting a new app.
Discoveries
- ↳Photos of the barber's work mattered more than ratings
- ↳Customers wanted to reschedule without "causing trouble"
- ↳Direct chat increased trust before booking
Process
Discovery
Interviews with barbers and customers.
Flows
Discovery, booking and confirmation.
Mobile UI
Mobile-first interface and chat.
Web
Barbershop panel on desktop.
Solution · Final interface
A booking journey in a few taps, with chat and confirmation in the same place.
Results & impact
Bookings made through the app
No-shows with reminder and confirmation
Customer recurrence
Bringing booking, chat and confirmation into the same flow took the operation off WhatsApp and doubled digital bookings.
Learnings
Trust is a feature. Chat and the barber's portfolio converted more than any rating badge.