Find Your Calm — Design Case Study

01 · Users and constraints

Who uses it, and what it had to fit

Three kinds of user, one existing website and about three months.

Who it's for

Operators: Run their business from the admin panel: bookings, locations, pricing and schedules across several sites.
Their customers: Book a slot on the operator's own website or app, and manage bookings, memberships, packs and gift cards in the customer portal.
Operator staff: Manage the day: bookings and customers.

What it had to fit

Time: About three months, June to August 2025.
Switch-over: Bookings couldn't stop while Rooftop Saunas moved across from its old system.
Existing site: Booking forms and calendars had to sit on Rooftop Saunas' existing WordPress site.
Pricing: Every slot priced separately, and every location on its own schedule.
More operators: Built for Rooftop Saunas first and for other operators after, each with its own brand.

02 · Booking: before and after

Nine steps down to four

Drag the divider, or use the arrow keys.

Old booking modal: a separate Select location step with two locations and a Continue button, no progress shown — Old booking modal (left): a separate location step with no progress shown. New (right): four steps with progress, people count on the same screen, and a live booking summary.

New booking modal: Service details with a four-part progress bar, the number of people on the same screen and a booking summary that fills in — Old booking modal (left): a separate location step with no progress shown. New (right): four steps with progress, people count on the same screen, and a live booking summary.

03 · Structure

How the operator app is organised

Information architecture of the operator app: five tabs including Membership

User flow for booking a single sauna session in the app: from the home screen through service, number of people, date and time, add-ons, account and coupon or balance, to payment — Single-session booking user flow

04 · Design decisions

Booking, memberships and each operator's brand

The problem behind each one, the decision, why I made it, and what it cost.

Booking in four steps

Customer portal with the new booking panel open at step 1 of 4, Service, showing the Long Session and a Continue button — Customer portal · new booking, step 1 of 4

Problem: The old system took 9 steps to make a booking and asked for too much information along the way.
Decision: I proposed a 4-step booking flow and got the client's sign-off on the design.
Why: Every extra screen was another place to drop out. I removed the separate form, guide and room screens and grouped related actions, so each step holds two or three of them instead of one per screen.
Trade-off: It moved away from the standard step-by-step booking pattern wellness businesses were used to, so operators had to adjust to a new way of working.

Memberships, packs and gift cards inside the booking journey

Review and pay with the Mini membership selected, using 31 credits, and a Pay £15 button — Paying with membership credits inside the booking

Order summary with 31 membership credits used and £15 payable for the add-ons, above the saved Visa cards — 31 credits used; only the add-ons are paid

Problem: The platform needed recurring revenue as well as one-off guest bookings.
Decision: Memberships, packs and gift cards came before guest booking, and the offer moved out of post-checkout and into the booking journey itself.
Why: Recurring revenue, and knowing who the customer is on every booking.
Trade-off: Fewer first-time visitors finished a booking.
What I did about it: I added Microsoft Clarity and Mixpanel from the start of the project. Mixpanel tracked bookings, membership, pack and gift card purchases, and user behaviour; Clarity's heatmaps and session recordings showed where customers dropped out. The biggest drop was in the booking flow, so we fixed that first.

One shared design, each operator's brand

Operator dashboard showing bookings with the create-order panel open — Admin panel · bookings and order creation

Problem: The software had to run Rooftop Saunas from day one and still be sellable to other businesses.
Decision: I decided which features every operator shares and which each operator sets up. The customer portal and mobile app carry each operator's own brand; the Rooftop Saunas app is one operator's version.
Why: Features built for a single operator would break the platform for everyone else.
Trade-off: Some features moved to later releases, moving Rooftop Saunas onto the shared design was harder, and I said no to custom requests from single operators.

05 · Key flow

Four steps to a booking

1Service
2Schedule
3Extras
4Review

Booking steps, as named in the product

01 · Service: choose the session and number of people
02 · Schedule: pick a date and time; peak times marked; join a waitlist if nothing fits
03 · Extras: optional add-ons with a running total
04 · Review: sign in or create an account, coupon, pay

06

Beyond booking

Booking is the core of the app, but customers also use it before and after they book. These screens cover finding a session, managing what's booked, and buying for someone else.

Before booking

Onboarding introduces the operator's own brand and explains private cabins before sign-up.

Home screen with a Good Morning greeting and the date, a Set location picker and a notification bell, offer cards with discounts and expiry (45% off Short Session, expires in 1 day; 35% off, expires in 3 days), a Services row and the bottom navigation — Home leads with current offers and services, so customers can book from the first screen.

Express Sauna service screen: private, 30 minutes, from £11 per person, what's included, a people counter and a Schedule Now button — Each service shows price, length, what's included and group size, then one button to schedule.

After booking

Upcoming bookings list with two sessions, each showing date and time, location, cabin, group size and a Get directions link — Upcoming bookings show date, cabin and directions without opening the booking.

Availability Alert screen for a 30-minute Short Session with an 'Availability Alert active' badge, the date and a 06:00 to 09:00 time window, a Cancel Availability Alert option, and Back to booking and Back to home buttons — When a slot is full, customers set an availability alert for a date and time window, and can cancel it from the same screen.

Gift cards screen with two Rooftop Saunas gift cards, a note that the amount is applied automatically to the next booking, and a Create Gift Card button — Gift cards are bought in the app and applied automatically to the next booking.

07

The admin panel

Operators and their staff run the business from the admin panel. It has three areas: Operations for the day-to-day, Analysis for owners, and Configuration for setting the business up.

Operations

Admin dashboard with filters for location, service type, service and date range, four key metrics (total bookings, total revenue, new customers and occupancy) with their figures blurred, and a daily bookings chart comparing this period with the previous one — Dashboard: key metrics against the previous 30 days, filtered by location, service type and date range. Sample data. Figures blurred.

Live room status for the Hackney location: four sauna rooms, each showing its temperature, humidity and movements detected — Live room status: temperature, humidity and movement for each sauna room at a location.

Analysis

Bookings report with filters, four headline figures blurred (bookings, occupancy, cancellation and no-show rates), a daily chart of attended, cancelled and no-show bookings, and average occupancy by day of the week and by hour of day — Bookings report: volume, occupancy, cancellations and no-shows, with occupancy by day and by hour so operators can see their peak times. Sample data; headline figures blurred.

Configuration

Pricing rule settings for Additional people: name, status, rule type and service access, valid from and until dates, priority, and whether the rule stacks with other rules — Pricing rules: operators set their own, such as charging per extra person, with validity dates, priority and whether rules stack.

08 · Design system

What the screens are built from

The parts every operator shares, and the brand each operator brings.

Web: The admin panel and customer portal are built on Ant Design 5, with a design-variables library.
Mobile app: DM Sans, primary blue #276EF1, black and a grey scale.
Mobile components: Component libraries for Foundation, Core components, Forms, Overlays, Indicators, Messaging and Navigation.
Per operator: Each operator gets its own logo, name and theme by changing variable values; the screens stay the same.

Empty and error states

Five empty states (purchase history, bundles, availability alerts, gift cards, notifications) and a No Internet error screen with a Retry button — Five empty states and the no-internet error state, each with a clear next action

09 · Testing and changes

From first wireframes to after launch

Research finding: The old system was only a booking tool. It had none of the features a wellness business runs on, such as memberships, packs, gift cards, add-ons and waitlists, and it wasn't designed around how customers actually book. The new platform was built around both.
Before design: Every booking scenario was mapped first, with wireframes in Miro and Figma.
From the start: Mixpanel tracked bookings, memberships, packs, gift cards and user behaviour, on the old system first and on the new platform from launch. Microsoft Clarity heatmaps and session recordings showed where customers dropped out. The booking flow came first.
During the build: Weekly check-ins with the client, and research before every sprint.
Before switch-over: Every booking path was tested and all data moved from the old system, so bookings kept flowing.
After launch: I improved the booking journey end to end using where customers dropped out, behaviour data from Microsoft Clarity, Mixpanel and GA4, session feedback and common support questions.
New operators: I defined the digital onboarding journey for new operators.

10 · Results

Live since August 2025

+31%

Booking completion, relative to before

9 → 4

Booking steps, old system and new flow

< 1 wk

For a new operator to go live

17

UK operators live

Booking completion compared with the old system, after the new design went live. Shown as a relative change; the underlying data is confidential.

What shipped

Admin panel: bookings, locations, pricing and schedules across several sites.
Customer portal: bookings, memberships, packs and gift cards.
The operator-branded mobile app, starting with Rooftop Saunas.
Booking forms and calendars on Rooftop Saunas' existing WordPress site.
Reports for operators, such as revenue over time.

Revenue report with key figures and net revenue over time — Admin panel · revenue report · sample data

11 · What I'd do differently

Test with real operators sooner

Put the operator side in front of real operators earlier. Testing operator setup and onboarding with real operators sooner would have shown us sooner which features every operator should share and which each should set up.