User Scenarios

User Story

Jenni is age 25, and a office lady living in Sacramento. She wants to have a getaway experience without leaving Sacramento, and she found Spa Lale online. She wants to make an appointment online for a spa experience, to take a day for herself.

User Scenario

Marine (45) wants to go to a spa and give some gift certs to her friend for a celebration. She’s not very good at technology, and struggles with hidden interfaces. When she arrives onto the website to purchase gift certificates, she sees “online gift certificate” at the top of the page and clicks on it. She then sees the rows of gift certificates that all have the exact same design and color, on top of the purple and yellow background. She had difficulty understanding what to do next, so she clicked on a gift certificate, which then led her to the next page to decide the quantity of certs. The checkout button was white on orange, so it was hard to read, but she guessed it was the checkout button and clicked on it. After that checkout proceeded normally.

Overall she was confused about the process of what to do when, being led step by step instead of having everything on the screen laid out for her to know what to do. The readability of the checkout button also didn’t help much.

Use Case

Tanner is a husband, age 35, with a family of 4. They live in Oregon and want to go on a trip to California. He has bad eyesight.

They saw that Westin is a good hotel and has a spa, which his wife Josie says she wants to try.
He needs to book duration and room at the hotel, and then make an appointment for the spa.
After he was done with the paying at the hotel website, he looked for the spa facility at the hotel website.
It didn’t exist.
He did some digging on a search engine and found Spa Lale’s website.
The text at the header was hard to read, he had to squint his eyes to read.
He clicks onto “Menu”, which leads him to a series of circle images that do not link to the actual page with a menu.
He then checked the services again and found the “Menu” option had a dropdown menu with an option named “services”.
He clicks on it and it gives him the list of services they offer.
After they decide this is good, he tries to find the book online option.
He found it in the dropdown menu after squinting some more, and clicked on it.
When the page loaded, it said that “online booking is only available for wellness passes on weekdays”, even though it is a weekday.
They decide to just go to the spa the day of, since they still like the idea of going to the hotel, but this experience left them with a sour impression of the spa.