Padelset
Services
Website
Client
Padelset Booking Web
Year
My Roles
UI/UX Designer
Duration
4 Weeks
Project Overview
Key Impact / Metric: Reduce the booking cancellation rate by 25% and increase court utilization during peak hours (weekends).
Padel is a sport that has exploded in popularity due to its highly social nature. People don’t play Padel to be alone; they play to get together with friends. Yet, ironically, the process of booking a court on the Padelset website at the time felt like scheduling a doctor’s appointment: rigid, tedious, and full of friction.
The Problem
Initial Assumption:
The client initially believed that the core issues were a "lack of payment options" and an "outdated calendar design." They wanted to focus on the checkout features.
The Real Problem:
After observing user behavior, I realized that the issue was not with the checkout process, but rather a matter of social coordination and commitment anxiety.
Users (typically one person designated as the "group leader") often abandon the website mid-booking because they have to leave the app, open WhatsApp, and ask their three friends, "Hey, are we still on for 7 o'clock?" The old workflow forces them to commit to full payment before their friends have even confirmed. This creates significant psychological friction.
Discovery Insights:
By analyzing the user flow using my audit framework, I discovered that 60% of users who abandoned their carts did so specifically on the "Player Details" page, just before the payment stage.
• Insight 1: Requiring the full names of all players upfront creates unnecessary cognitive load.
• Insight 2: There is no option for a "group leader" to secure a pitch without paying the full amount immediately—a risky proposition should any of their friends cancel.
"Hold & Share" Booking Flow
The Why: Commitment & Consistency Principle (Cialdini). We added a feature that allows a group leader to "secure" a time slot with a small deposit, then generate a unique link to share via WhatsApp. Group members can simply click the link to provide their details and pay their respective shares.
Visual Availability Grid
The Why: Gestalt Principle & Fitts’s Law. We redesigned the calendar grid using high-contrast color coding (Green = Available, Gray = Fully Booked). Time-slot buttons were enlarged to accommodate the "thumb zone" (for mobile users), making it effortless to check the schedule at a glance.
Progressive Profiling
The Why: Hick’s Law. We moved the collection of detailed player information to the stage following the successful deposit payment. Users are more receptive to additional tasks once they have already made an initial commitment (a "micro-commitment").
Outcome
By aligning the design with how people actually play Padel—in groups—the website not only looks better but also functions more intelligently. Cancellation rates drop significantly because the commitment is shared among the group, while court utilization during peak hours increases as the booking process becomes faster and more seamless.
Reflection
This project taught me that designing for sports or hobbies means designing for human emotions and interactions. Technology should not get in the way of the joy of gathering with friends; rather, it should serve as an invisible bridge toward that enjoyment.
