SQSP Shceduling Offerings, 2021

Bryce Carrington
Squarespace Scheduling Offerings
Product Design
User Research
SQSP Scheduling Offerings,Product Design

Problem Many of our users noted they manage and create appointment offerings on their mobile devices, however the experience makes it extremely confusing and difficult to manage given the current state. We designed an intuitive experience by making intentional changes to the experience's information architecture and visual heirarchy.

A1 – An image of the existing "Set Appointment Type" screen that was only accessible through the in app settings tab & lacked strong visual heirarchy along with mobile design patterns.


The team and I realized that mobile engagement for our scheduling app was down (14%) MoM compared to the main Squarespace App, which has been seeing steady growth MoM.

Upon initial user research, UXR found that many users had trouble completing the most important tasks on our application. Many struggled to set their availability, create/manage their appointment offerings, as well as communicate with clients all things essential to ones Scheduling business.

I proposed the quickest lift would be to redesign the appointment management experience as it was the main issue the arose in user interviews and also what seemed to be the lightest technical lift for our one person mobile engineering team.


[01]I ran a card sorting exercise with a few users to better understand their mental models when managing their Class & Appointment offerings. This helped surface important infromation earlier within users' workflows.

[02]The team partnered on interviewing our "super" users in order to understand what actions our users were making with their appointments & classes on mobile.

[03]I conducted a competitor analysis to understand what opposition in the space were desigining and understanding how that effects our potential users mental memory or expectations.

A2 – Information Architecture focused soley on the Appointment / Class Offering Experience drawn from conversations with "super users". This maps all of the expected functionality our users are anticipating to utilize when in this experience. Full IA chart is available upon request.

I used this IA Map to construct low and high fidelity mock ups of the new "My Offerings" experience that mirror users' mental models.


I used this mapping to inform these initial design directions, focusing on elevating the visual/information hierarchy, increasing important task completion rates, as well as leveraging mobile functionality through social sharing and other contemporary patterns.

Increasing visual hierarchy through typography changes and color, it became easier for users to implicitly prioritize information on this screen. Surfacing information like day and time services are offered decreased the amount of work users needed to originally do to check their service information. Color-coding appointment offerings allowed people to create implicit associations and efficiently read their color-coded calendar screens.

Quick editing functionality allowed people to manage their offerings easily and efficiently. Many cited that the adding/deletion of offerings was explicit in ways the original experience lacked. Users were able to complete these tasks in shorter amounts of time and in fewer taps.

Sharing offerings through bookable links was extremely important for our Scheduling users — allowing them to clientele on the go. We saw a 20% increase in the amount of users who incorporated “link sharing” to attract new clients. Accounts that used sharing external links to their appointment offerings generated $5k more on average than accounts not using said feature.

a3 – I sketched out mock ups of the appointment offering component before translating them into Figma, color-coding sections of the component to indicate heirarchy. I, then, translated them into hi-fidelity components for Squarespace's design system.
a4 – The changes in visual hierarchy allow users to easily scan the screen and obtain the most pertinent information in less time and taps.
a4 – Users are able to complete the most important actions on our application like sharing links to their classes and managing their offerings wwith minimal effort and in a way that aligns with their expectations.


[01]Early exporatory research is key!! If I didn't have my ear to the pulse of our users, I wouldn't have known that mobile was an important sores spot for them. Their perspective made it easier to make an internal arguement for more investment on mobile.

[02] Making changes to a system visual heirarchy can make the most impactful changes in an experience for users as you're designing with their mental models in mind.