Dense calendar cells
High precision was required from tired hands, creating false touches and abandonment.
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UX Friction in Mobile Booking
Reducing booking drop-offs by identifying a physical interaction barrier in the salon workflow.
A small target became a real barrier.
01Evening booking drop-offs
02False touches in calendar
03Fatigued hands after a full day
01Watch session recordings
02Observe salon workflow
03Increase calendar spacing
The published study reports fewer false touches, evening drop-offs, booking support requests and cancellations after the low-cost spacing change; it does not publish exact percentages.
BEHAVIOR → CONTEXT
The screen was not the whole experience.
Analytics revealed the drop-off. Observation explained why it happened.
01Evening drop-off signal
02Session + touch review
03Salon observation
04Larger touch targets
05Retest and release
Forgiving touch targets
More spacing reduced interaction errors without changing the booking logic.
The context
Jwaan connects clients with beauty professionals. Stylists can suggest a follow-up appointment, and clients can confirm or request another time.
The signal
Evening booking drop-offs, support inquiries and cancellations prompted a closer look at session recordings, heatmaps and touch logs. On-site observation at the salon added the missing context.
The insight
Many stylists were working after a full day with fatigued fingers and nails. Dense calendar cells made precise taps difficult, leading to false touches and abandonment.
The change
A prototype increased spacing around the calendar touch targets. After testing showed fewer false touches, the team implemented the low-cost adjustment. The published study reports fewer evening drop-offs and booking-related support requests without giving exact figures.
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