Lush Aesthetics

UX Redesign App

Case Study by UX Designer Demi Ramos

Role

Duration

4.5 weeks

UX Designer

Lush Aesthetics, owned by Riza Menendez, offers flawless lash extensions in Jacksonville, Florida, ensuring clients achieve beautiful, long-lasting results.

The purpose is to redesign Lush Aesthetics website to improve the user experience, making it easier and more straightforward for clients to book appointments.

Role and Responsibilities :
My role in this project included UX Researcher, UI Designer, usability testing, wire-framing low to high fidelity, prototyping, and user interviews, etc

The Challenge

Current webpage is outdated, and does not provide information for users such as pictures, reviews, or contact information that could help users book a session.

Problem Statement

Our user values their time and seeks an efficient, straightforward booking website to easily schedule lash appointments that align with their busy schedule, ensuring their lashes look flawless.

Solution

Redesign the webpage to create a simple, straightforward booking system for lash services, featuring product images and pricing to enhance user satisfaction.

The Design Process

1

2

3

4

Research & Discovery

Ideation & Design

Testing

Results

Phase 1 - Research & Discovery

I conducted user interviews to start the process with 6 candidates.

Here is what I discovered,

USER PERSONA 1

Anne is a full time waitress who enjoys dressing up and going out with friends. Loves fashion and does make-up tutorial on the side. Mainly works in the AM so her favorite part of the morning is being able to get ready quickly by already having her lashes done and get to work on time everyday since looking glam is part uniform.

Anne Payne

25 years old

Casino Waitress

Single

Tampa, FL

GOALS

  • Be able to book online quickly going to the history of services

  • Loves viewing pictures of the service that will be provided followed by description and duration of service.

  • Rewards points for loyal customers.

FRUSTRATIONS

  • When booking online, sometimes services does not have the prices upfront, or duration of service.

  • Would prefer to receive text messages of reminders/cancellation options instead of calling or emailing.

  • When the nearest availability time is not shown automatically, instead you’d have to scroll and find the time.

“I love getting my lashes done since it is easier to get ready before work when you basically already have make up on.”

USER PERSONA 2

Jade works at a hospital as a busy registered nurse in Miami, FL. She aspires to be a homeowner soon while staying as the cool aunt of two nieces. Loves to travel for business and personal vacations. Likes getting basic hybrid lash set since it fits her minimalistic look.

Jade Rosaline

26 years old

Registered Nurse

Single

Miami, FL

GOALS

  • Get instructions on lashes prior to booking for first time customers

    Plenty of pictures of the services followed by the price shown up front.

  • Receive bi-weekly reminders to get a spot due to busy scheduling at work.

FRUSTRATIONS

  • Not into customer testimonials due to bias

  • Lack of description of service

  • When the nearest availability time is not shown automatically, instead you’d have to scroll and find the time.

“I love helping people, that’s my job. I also love to travel and explore on my own time while keeping a simple look.”

MoSCoW

Must Have -

  • Business Overview

  • Service Menu & Pricing

  • Online Booking System 

  • Contact Information

  • Client

  • Testimonials/Reviews 

  • Before & After Photos 

Should Have -

  • About the Artist 

  • FAQ Section 

  • Loyalty

  • Programs/Promotions

  • Cancellation/Rescheduling Policy 

Won’t Have -

  • Subscription for automatic refills appointment for lashes

  • Page has ai customer service available

  • E-commerce for Lash Products 

Could Have -

  • Blog 

  • Inquiry Box

  • Video Tutorials 

User Flow

Anne’s User Flow

Her journey from looking up a lash service in her area with great confidence to book a service that provides pictures of work and upfront prices.

Jade’s User Flow

Her journey from finding a decent lash booking website that provides upfront availabilities without needing to scroll and look.

Research & Discovery

Ideation & Design

Testing

Results

3

1

2

4

Phase 2 - Ideation & Design

My work includes low-fi wireframe sketches that use simple shapes and lines to outline the structure and flow of each page, focusing on layout and content placement rather than detailed visuals

From paper sketches to digital low fidelity wireframes.

Mobile Version

  • Homepage

    Mobile version of the homepage, where I used basic shapes and layouts to decide where the name of the business goes and a welcoming picture.

  • Sidebar

    Mobile version of the sidebar that includes 2 boxes that will represent the service, and a tab to book now

  • Lashes Info

    I have used different boxes to show the hierarchy of different kind of sets of lashes the business provides.

  • Booking Info

    This page will show the kind of service you are getting, and to fill out your personal information to get to the next step.

  • Payment Info

    After filling in your personal information, you move on to the deposit which you make a payment through the website.

Low- Fi Wireframe

Desktop Version

  • Homepage

    A basic layout that prioritizes clear navigation, content organization, and screen flow without visual styling, allowing for fast iteration on key structure and functionality.

  • Lashes Info

    Simplified layout that highlights essential elements and navigation, focusing on user flow and functionality without detailed visuals.

  • Lash Booking

    Basic structure of the calendar on the bottom of the page, followed by different add on’s you can add with the service you have chosen.

  • Personal Information

    Desktop version, however same concept as the mobile version where it will show the type of sets the user is getting.

  • Payment Info

    This page features the payment information to be filled in, and at the bottom will show the summary.

Mid Fidelity Wireframes

Mobile Version

  • Homepage

    I started adding visuals and text within the boxes, followed by more information prior usability testing.

  • Side Bar

    Still greyscale, however it features the two main options which is “Lashes”, and “Book Now”.

  • Lash Services

    Pictures included to show visuals of what the sets look like, and I have added a short detailed description of the set.

  • Lash Booking

    I have included the option to add any extra service prior to booking. Added visuals to users can have a good idea of what to expect.

  • Payment Information

    Users will have to fill in the payment information to make a deposit in order to book. I have included the order summary.

Mid Fidelity Wireframes

Desktop Version

  • Homepage

    Visuals of the work is presented, followed by filling in the boxes with text.

  • Lash Service

    Certain typography is used, and I have included visuals per box, to showcase the sets and the description per service.

  • Lash Booking

    I have included the calendar, and the option to add any services with the lashes. Greyscale visuals.

  • Fill Information

    Users can now fill in their information prior to making deposit.

  • Payment Information

    Users are able to make a deposit but filling in their payment information, and I have included the order summary so users are able to see the full price breakdown.

High Fidelity Wireframes

Mobile Version

  • Homepage

    Visuals are now with 100% saturation visibility, followed by certain typography.

  • Book Now

    When users click ‘Book Now’, this is the page where users are able to choose and book which set they’d like to do.

  • Lash Booking

    After choosing a set, users can choose between a full or fill set, followed by choosing which add ons, and choosing a time and date on the calendar further down.

  • Lash Services

    High fi version of different sets of lashes with the price, duration, and short description so users are able to make an informed decision.

  • Side Bar

    High fi of the side bar where the buttons are clear and visible.

  • Fill Information

    After choosing a set, users can fill in their personal information in order to make deposit.

  • Payment Information

    This page informs users with the order summary of the service prior booking.

  • Confimation

    After booking an appointment, users will get a confirmation email and text with the amount due prior arriving.

High Fidelity Wireframes

Desktop Version

  • Homepage

    On the homepage, I have included the address, a short intro of the lash business, and pictures for users to see the work.

  • Book now

    When booking now, users are able to see different kinds of lashes you can choose for your service.

  • Lash Booking

    Users can choose between a fill or full set when booking, and the option to add any extra services with it.

  • Fill Information

    Fill in personal information prior paying the deposit.

  • Payment Information

    Users will see order summary of the service so they are well informed on what to expect when receiving service.

  • Confirmation

    After booking, users will see the summary of their appointment followed by the address, and the amount of points they have earned for booking online.

Research & Discovery

Testing

Ideation & Design

Results

1

2

3

4

Phase 3 - Testing

Usability Testing

I have conducted usability testing with 3 candidates and here are the results for the desktop version.

BEFORE usability testing

It was originally designed as this layout with the calendar on the bottom, followed by 9 add ons.

AFTER usability testing

After speaking with my sponsor, owner of lush aesthetics, it has been decided to shorten the add ons with only 5 options. These 5 options are the most popular add ons by clients.

I have made the calendar smaller with the time slots on the side so users would not have to scroll further down and keep all content at eye level.

Originally, the design shows the summary of the service, followed by filling in personal information.

All users agreed that it is not necessary to make the fill in personal information box too big that’ll require scrolling down to finish filling in information.

This change helps user maintain eye level with the screen, and withhold users from having to scroll down just to fill in personal information.

Here is the layout to show users different sets of lash services Lush Aesthetics offer.

Users feel more connected to Riza’s line of work, and her authenticity with polaroid pictures. I used ‘polaroid frames’ as a design to showcase different sets of lashes she offers.

Riza, the esthetician of Lush Aesthetics, takes polaroid pictures of her clients after creating beautiful sets, and tapes them on her wall to showcase her line of work for other clients to see in person.

Research & Discovery

Ideation & Design

Testing

Results

2

1

3

4

Phase 4 - Results

“Beautiful lashes deserve clear choices—seeing styles and prices upfront in the booking app helps you pick the perfect look with confidence and ease”
— User 2

Throughout this case study, here are couple of things I learned.

Users prefers visuals, up front pricing, clear descriptions of each service, and first availability times.

Visuals

It showcase the quality, style, and artistry of the services, helping potential clients envision their results. Since lash extensions are a highly visual beauty service, clear, high-quality photos can make a powerful first impression and set a business apart from competitors.

Visuals also build trust and confidence, as clients can see real examples of the work before booking, making them feel more comfortable and excited about the process.

Upfront Pricing

Upfront pricing is essential for lash websites because it helps clients feel informed and confident in their decision to book. Transparent prices eliminate any guesswork, ensuring clients know exactly what to expect and can choose services that fit their budget.

This openness builds trust, making clients more likely to follow through with appointments and view the business as professional and customer-focused.

Description of each service

Clear descriptions of each service are important on lash websites because they help clients understand the differences between options, such as classic, volume, or hybrid lashes, and what each entails. This transparency allows clients to make informed choices, ensuring they select the service that best suits their desired look and budget.

Availability

Showing the first available appointment time on a lash website’s booking page is essential because it allows clients to quickly see when they can book without extra searching or guessing. This feature is especially valuable for clients with tight schedules, as it helps them secure a convenient time slot and increases the likelihood of converting casual browsers into committed bookings.

Impact on User Experience:
These enhancements not only simplify the user journey but also increase client satisfaction and booking rates, building long-term loyalty.

Key Design Improvements
By focusing on clear navigation, real-time booking, and transparent service information, I have addressed user pain points and streamlined the appointment process.

Future Considerations
Looking forward, we can explore integrating even more personalized options, such as AI-based service recommendations and further payment flexibility, to stay ahead of evolving user expectations