Online Booking and Waitlist Experience

Overview

As part of my broader work on guest experience at Waitwhile, I've led multiple initiatives to improve how customers configure and present online booking and waitlisting. The goal has been to reduce user friction, simplify workflows, and enable businesses to create guest flows that are fast, error-free, and tailored to their brand.

Approach

One key improvement was designing a unified booking and waitlist flow that reduced steps and decision points for guests, improving completion rates. I also designed a scalable location directory, allowing businesses to showcase all their locations and make it easier for guests to find one nearby or offering their preferred service.

To improve clarity and flexibility, I introduced configurable display settings for how services and categories appear, including a new list view that used approximately 50 percent less vertical space than the default card layout.

Behind the scenes, I also reviewed and redesigned core settings logic to prevent misconfigurations that previously caused broken or confusing guest experiences. This work significantly reduced related support tickets and saved support and success teams hours of manual troubleshooting each month.

Outcome

Fewer guest drop-offs due to clearer and shorter flows. Reduced support tickets tied to settings misconfigurations. Increased internal efficiency in managing guest-facing configuration. A more modular and scalable guest experience framework.

Reflection

This body of work reinforced how product design is as much about preventing problems as it is about creating features. Thoughtful defaults, guardrails, and flexible views gave customers more control and reduced friction across the entire journey.