Boosting Bookings & Trust

Business Context

Valentin's photo booth company faced increasing competition.

Instead of competing on price alone, the business expanded its services with customizable options and unique features.

My challenge was to improve:

1. Number of bookings.
2. Long-term relationships/partnerships with businesses.
3. Customer understanding of pricing.
4. Simplicity of the booking process.

Constraints

I intentionally kept the scope small:

• Minimal style changes
• Using the branding colors
• Using plain language
• Highlighting sponsors & partners
• No online bookings
• No user accounts system
• No personal data stored

Research Performed

• Audit of the website
• Usability sessions with clients
• Collaborated with marketing how to optimize offers
• Finding out what information is crucial for users
• Analyzed competitors' websites

These factors shaped the solution by:

Preventing last-minute booking extensions

I set up the offers in a way that helps clients understand how much time a specific event will take.

I have highlighted the most popular events and included a special offer.

Initially, many clients book the minimum time slot, but they later request extensions. Such requests can cause delays for other events and added stress.

Some events, like weddings, take longer than expected. One hour is usually too short. After two hours, guests often get tired or bored.

Clients wanted to see clear details on what’s included in the rental.

Simplifying booking process

I introduced WhatsApp and Messenger entry points to better align communication channels with customer preferences. This decreased friction during booking and shifted interactions to asynchronous messaging.

I have improved visual hierarchy to make the information more scannable.

I have interviewed 10 clients, 5 prefer WhatsApp, 4 choose Messenger, and one prefers phone calls as a reservation method.

Also, there is a preference for messaging over calls among younger people.

I have improved booking guide copywriting and enhanced signifiers for interactive elements to improve usability.

I have used plain language to not overwhelm users.

Helping customers find answers before calling support

My goal was to help clients find answers to the most common questions and information about services and event types that people often ask about.

I have identified that people are mostly interested in price and are looking for contacts in the footer.

People visiting the site wanted to see photos of past events (the quality and style). I have included the Gallery page.

To build trust, I added a section with testimonials and a section with names of reputable local businesses that have used the photo booth.

The FAQ section addressed common customer questions, reducing service calls by 30%.