Treatwell: Reviews

The problem

Treatwell is Europe's leading Hair & Beauty booking service. One of our USPs, alongside the no. salons we had listed, was our reviews. We believed this was one of the most important reasons customers trusted and booked through us — and the numbers backed it up:

• At the time, we had a total of 3.5 million reviews across 11 markets

• With 3000 reviews collected on a daily basis

We know our customer rely on reviews to help them to decide where and what to book.

However, we only had to look a little beneath the surface to see there was a problem:

• Despite a high completion rate of our review flow, upon closer inspection we noticed the quality of reviews were poor, often a single sentence with very little detail.

• We discovered that around 1 in 5 customers either didnt trust our reviews or were unsure.

  
  

The challenge

The exciting challenge about reviews on Treatwell is that you get to look at it from 3 perspectives: the customer, the stylist (and salon), and the potential future customer engaging with reviews.

With this in mind, we set out with the aim of overhauling our reviews experience to help future customers to discover their next hair or beauty appointment.

Getting into the messy deep end of discovery (and finding our way back out again)

Using the voice of our customers as our north star

“Going to a new salon can be daunting, you are putting your self confidence in
the hands of an unknown… believe people give honest reviews, so customers can make informed decisions about their hair and beauty.”

Operating principles: Think big, start small

Design principles: Open, honest, real and relatable