This diploma thesis addresses the design and development of a digital platform for online appointment management and booking in service industries. The starting point of the research is the problem of inefficient and outdated manual appointment management, which is still widely used in many service sectors. Such an approach leads to a lack of transparency, time-consuming booking processes, frequent errors, and a poorer user experience for both customers and service providers.
The aim of the thesis was to develop a modern digital solution that simplifies the appointment booking process, improves transparency, and automates key processes. The research is based on user-centered design principles, including surveys conducted among users and service providers to identify their needs, challenges, and expectations. The results revealed a strong demand for a simple, fast, and transparent system with features such as online booking, reminders, and efficient appointment management.
Based on the analysis, a prototype platform was designed, incorporating functionalities such as calendar management, customer management, employee management, service and location management, and automated user notifications. Special emphasis was placed on user experience and an intuitive user interface. The prototype was developed in Figma and tested with users, enabling the collection of feedback and further improvements.
The findings confirm that the digitalization of appointment management significantly contributes to increased business efficiency, better work organization, and higher user satisfaction. The developed platform represents a potentially useful solution for the Slovenian service industry market.
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