Simulate the product sense process for a new feature development for Wix Bookings, a popular online scheduling platform. Our goal will be to enhance the user experience and add value for both business owners and their clients. For this exercise, we’ll introduce a new feature called “Smart Rescheduling.”

Feature Concept: Smart Rescheduling

Description: An AI-driven tool within Wix Bookings that helps clients reschedule appointments effortlessly while optimizing the business owner’s calendar by suggesting the best alternative times.

1. Understanding the Market and Users

  • Market Trends: Increased demand for flexibility in SMB appointments due to unpredictable schedules. Hybrid type of remote work is a usual thing and sometimes self employed businesses are getting unexpected tasks during the day.
  • User Needs: Clients seek convenience in managing appointments; businesses want to reduce no-shows and optimize their schedules dynamically and without an effort.

2. Empathizing with Users

  • Client Pain Points:
    • Difficulty in finding new slots that fit their schedule.
    • Pushing one appointment we need to push all the rest as well, canceling a meeting for one client allows us to fill it with the needs of another client.
  • Business Owner Challenges:
    • Gaps in the schedule affecting daily operations. As a business owner I expect the system to manage the gaps as per my available windows.

3. Identifying and Prioritizing Problems

  • Critical Problems:
    • High no-show rates
    • Underutilized business hours.
  • Prioritization Matrix: Assess impact vs. feasibility for “Smart Rescheduling.” High impact on customer satisfaction and operational efficiency, with medium feasibility.

4. Ideating Solutions

  • Solution Ideas: AI recommendations for rescheduling, automated notifications, integration with personal calendars.
  • Creativity Session Outcome: Decide on an AI-driven rescheduling feature that suggests optimal times for both clients and businesses.

5. Prototyping and Testing

  • Prototype: Develop a minimal viable product (MVP) of the Smart Rescheduling feature.
  • User Testing: Conduct usability tests with a small group of businesses and clients.

6. Feedback Integration

  • Key Feedback: Users want more control over the suggested times.
  • Refinement: Add settings allowing businesses to control how suggestions are generated.

7. Developing Go-to-Market Strategy

  • Marketing Channels: Email campaigns to existing Wix Booking users, blog posts, and social media announcements.
  • Pricing Strategy: Include Smart Rescheduling as part of higher-tier packages to add value.

8. Launch, Learn, Iterate

  • Launch Plan: Roll out the feature to a small, controlled group of users before a full launch.
  • Learning and Iteration: Gather data on usage and feedback for continuous improvement.

Decision-Making Matrix for Each Step

  1. Understanding and Empathy:
    • Impact vs. Effort Matrix: High user demand but requires moderate effort to develop AI algorithms.
  2. Problem Identification:
    • MoSCoW Method (Must have, Should have, Could have, Won’t have this time) to prioritize solving high no-show rates and underutilization.
  3. Ideation:
    • Feasibility vs. Innovation Matrix: Ensure the idea is innovative yet technically feasible
  4. Prototype and Testing:
    • Usability vs. Satisfaction Matrix: Measure how the feature performs in real-world conditions and how it improves user satisfaction.
  5. Feedback Integration and Launch:
    • Risk vs. Reward Matrix: Evaluate the risk of implementing feedback against the potential reward in terms of user satisfaction and product improvement.

Impact Vs Effort

Cuda-Wuda-Shuda 🙂 MoSCoW

Usability vs. Satisfaction

Feasibility Vs Innovation

Risk vs. Reward Matrix

By meticulously working through these stages and applying structured decision-making matrices, we can ensure that the development and implementation of the “Smart Rescheduling” feature are aligned with user needs, market trends, and business objectives. This approach not only enhances the Wix Bookings platform but also addresses key pain points for both service providers and their clients, ultimately leading to a more flexible, efficient, and user-friendly scheduling experience.