Case study 03Service design2024
Lido
Booking a swim lane should feel as easy as the first dive.
- Role
- Senior UX designer
- Timeline
- 5 months
- Team
- City digital team, 2 pool operators
- Tools
- Figma, Miro, Lookback
Lido brings a whole city of public pools and open air lidos into one booking experience. I led the service redesign across web, mobile and the front desk, so swimmers see live lane availability instead of phoning ahead.
01
The challenge
Twelve pools ran four different booking systems. Swimmers had to remember which pool used which, sessions sold out without warning, and staff kept paper lists at reception to reconcile everything by hand.
02
The approach
We shadowed reception staff at peak hours and ran service safaris with regular swimmers. The new model treats every lane as a bookable slot with a live capacity indicator, a waitlist that fills cancellations automatically, and a single pass that works at every pool. Accessibility sessions shaped the step free routes and the large type ticket.
03
The outcome
One app now covers every pool in the city. No shows dropped once reminders and easy cancellations took over, and reception teams got their mornings back.
12
pools brought into one service
−58%
no shows per session
90s
median time to book a lane
