Case study
The diary lived on a phone. Now it lives in a system.
Kukelure is a beauty and health clinic in Pizarra. Before this, every appointment was closed in a conversation: hours, openings, changes and cancellations, all by hand.
- Client
- Kukelure Estética y Salud · Pizarra, Málaga
- My role
- Full design and development
- Status
- In production
The problem
The cost was not the time. It was that the diary did not exist outside one head.
On a busy day it came to twenty-five conversations, and none of them takes under five minutes: check the opening, offer it, wait, confirm it, write it down. Up to fifty appointments a week went through that, counting the current week and the ones after it.
And while you are with a client you are not answering the phone, so the reply arrives late and she has already called somewhere else. That is the real problem: not an hour lost, but bookings lost.
The decisions
Five decisions, and why they were made.
This is what separates building software from putting up a page. Every one of these could have been done another, easier way, and the result would have been worse.
- 01
Booking without creating an account
Asking for a password in order to ask for an appointment loses half the bookings, and it means guarding passwords for people who only wanted a haircut slot. The system identifies the booking, not the person.
- 02
A private link by email instead of a client portal
The confirmation carries a unique link to check, change or cancel the booking. You get the control an account gives without any of its friction, and the email doubles as a receipt.
- 03
An availability engine, not a grid of hours
The opening hours are not nine to two: they change by day, by service and by season, and every treatment takes what it takes. Openings are computed from that real duration, so what is offered always fits.
- 04
Access rules inside the database
Who can see what is decided at row level, not in the browser. Even if someone tampers with the request, there is nothing to return. A check in the client is a suggestion; this one is not.
- 05
A panel you use without learning anything
Two roles and one screen that matters: the bookings coming in, to accept or decline. If the panel had needed a manual, everyone would have gone back to WhatsApp within a fortnight.
The result
Booking stopped requiring a conversation.
Clients see the openings that genuinely exist and take the one that suits them, at any hour. Silvia opens the panel, accepts or declines, and the email goes out on its own.
- Gone on the busiest day, purely answering messages to arrange appointments.
2 h 05
25 conversations × 5 min
- Appointments a week, arranged by hand one at a time.
50
in the busiest week
- Messages needed today to make a booking.
0
the client sees the slot and takes it
These are peak figures reported by the person who built the system, not the output of an analytics tool. They are stated as what they are: the busiest day and the busiest week.
Visit kukelure.comDo you have a process like this?
If any of this sounds familiar — a diary on a phone, a notebook, a spreadsheet only one person understands — tell me about it and I will tell you whether it can be fixed.