Mobile app dashboard with client requests, messages, appointment scheduling, and navigation icons.

New Client Connection

From a growth lens, the goal was to improve conversion, monetization, and client retention. From a strategic product lens, the goal was to rebalance control, trust, and incentives between Pros and clients.

Project Objective

Improve monetization and marketplace health by giving Pros control over which paid new clients they accept.

My Role

User Research

Discovery

Ideation

Brainstorm facilitation

Design

Design QA

Problem

When a Pro received a new client booking:

  • Appointment was automatically added

  • Pros had no visibility or control

  • Pros canceled or no-showed

  • Pros & Clients lost trust and churned

NCC became the #1 driver of Pro churn.

Strategy

Growth lens

  • Reduce wasted paid leads

  • Increase successful first appointments

  • Improve Pro retention

Strategic product lens

  • Shift from forced acceptance to informed choice

  • Build trust on both sides of the marketplace

If we give Pros the ability to review and accept or decline NCC requests before paying, we can:

  • Reduce cancellations and no-shows

  • Improve trust in NCC value

  • Increase monetized NCCs

  • Improve client first-appointment success

Hypothesis

Solution

  • Designed an Accept / Decline flow for NCC bookings

  • Showed client context before commitment

  • Required explicit acceptance before calendar insertion

  • Added guardrails to prevent abuse

Solution

Screenshots of a mobile app called StyleSeat, showing client requests, appointment details, notifications, and an invite link with a client's profile picture.
Flowchart showing steps in client appointment booking process, including submitting phone number, verifying client profile, handling errors, and confirming, accepting, or declining appointment.

Impact

Reduced Pro No-Shows & Cancellations 

+12% Monetization Rate

+$30k–40k/mo Incremental NCC Revenue

27% Pro Remediation Conversion

Additional Safeguards

We identified several ways Pros were disintermediating NCC by moving new client interactions off-platform, driven by low trust and lack of control. To address this, we introduced Accept / Decline, surfaced client context earlier, and added guardrails to discourage off-platform behavior. These changes improved trust, lead quality, and marketplace health.

Notification screen on a smartphone alerting user about account activity, mentioning multiple clients taken off StyleSeat platform through methods like refunds and no-shows, and explaining implications for search ranking and marketplace presence.
Screenshot of a mobile device displaying a form with options for pronouns, profession, specialty, and personal information.

Selected Projects

  • Screenshots of a mobile app setup process with tasks like adding location, adding services, setting up payments, managing gallery, and getting reviews.

    StyleSeat Onboarding

    A streamlined, outcome-driven Pro onboarding experience that helps new professionals understand value quickly and take the right first steps—driving +46% activation and 25% faster time to first booking.

    View Case StUdy
  • Screenshot of a mobile app showing a profile dashboard for a marketing platform. It includes sections for becoming a Top Pro, search ranking status, and profile strength, with options to add photos and update availability.

    StyleSeat Top Pro Program

    An updated Top Pro program that clarifies what “great” looks like on StyleSeat and rewards pros who meet that bar—driving a 9.75% increase in monetization

    View case study
  • Two smartphones displaying beauty and makeup apps. The left screen shows a woman with a virtual eyebrow try-on feature, adjusting shade and arch options. The right screen shows a woman with warm makeup tones, browsing brow products on a beauty shopping app.

    Benefit Cosmetics

    High-impact campaign and e-commerce design work that blends bold brand storytelling with performance-focused UX to support launches and growth.

    View Work
  • StyleSeat

    StyleSeat

    At StyleSeat, I led and contributed to a range of growth and marketplace initiatives focused on activation, trust and monetization. The work highlights projects across many areas, showcasing how i approach problem spaces, collaborate cross-functionally, and drive measurable product outcomes.

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