Redesigning the Owner Booking Flow for Wix

About Wix Bookings

Wix Bookings is an easy-to-use scheduling system that lets your members book and pay for services online, so you can focus on managing your business. Whether you offer services like workshops, courses, or private sessions, online or in-person, Wix Bookings has you covered.

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Challenge

Business owners often need to book multiple services back-to-back for the same client — for example, a haircut followed by a manicure. In Wix’s old flow, this required filling out the same information multiple times. Rescheduling or managing payments for these linked services was also cumbersome.

This created friction not only for owners but also for us as a business, since booking flow performance directly impacts key KPIs such as appointments created and revenue collected.

User voice

Today, to book several services at once, they schedule an appointment with one service, add the other services in a note and extend the appointment time.

User voice

Today, to book several services at once, they schedule an appointment with one service, add the other services in a note and extend the appointment time.

User voice

Today, to book several services at once, they schedule an appointment with one service, add the other services in a note and extend the appointment time.

User voice

Just yesterday a client called and asked to add leg wax to his appointment. Today I have to create a new appointment, instead of adding another service to the existing one - it’s time consuming and unintuitive.

User voice

User voice

Сompetitive & Internal Insights

I reviewed direct competitors like Square, Booksy, Fresha, and Acuity, focusing on how their multi-service flows are structured — from selecting a client and services to handling overlaps, staff availability, pricing, and calendar display. This helped define the industry standard for efficiency and clarity.

When compared to Wix’s existing form, the gap was obvious. The field-heavy flow only grew harder to use as new features were added. What used to be a simple booking turned into a cluttered experience — and for us, the structure was no longer scalable. A redesign was the only way to simplify the experience and create space for future growth.

Usability Testing

To validate the right experience, we tested 10+ booking tasks across 2 concept concerns: a guided wizard flow and a more manual flow, on both web and mobile. Results showed users were faster and more confident with the wizard flow, especially on mobile, where the structured steps reduced hesitation and extra clicks.

Solutions

After usability testing and the first A/B experiments, we arrived at the final version of the flow. Users can now easily add multiple services into one appointment and manage them together as a single unit.

To keep the flow scalable for future features, all service details were moved into a dedicated window — reducing clutter in the main booking flow while keeping advanced options accessible when needed.