52 COMPUTERS. ONE CLEAR. BOOKING DECISION.

EXACT-PC BOOKING FOR AN ESPORTS CLUB CHAIN

Try the prototype

PEOPLE

GAMES

COMMUNITY

PROGRESS

PROJECT OVERVIEW

Turning 52 computers into a booking experience players can trust.

From choosing the exact setup to knowing where their money went.

ROLE

Lead Product Designer

TEAM

PM · Design · iOS · Backend ·QA · Club Ops

SCOPE

Research → product model →UI → pilot

TIMELINE

Jul – Oct 2024 · shippedAlmaty

BOOKING COMPLETION 63% → 81%

+18 percentage points

MEDIAN BOOKING TIME 3:48 → 2:16

40% faster

UNSAFE PAYMENT RETRIES 7.2% → 2.1%

71% lower

EASY STEPS. EPIC GAMES.

FROM SEARCH TO PLAY.

A smooth booking experience in just a few taps.

01

HOME

Nearby clubs.Available now.

02

LIVE SESSION

Time left.Extend from Home.

03

FIND YOUR CLUB

Preview the club.Get directions.

04

CHOOSE YOUR SEAT

Pick the exact seaton the floor plan.

05

BOOKING CONFIRMED

Your QR, referenceand receipt.

06

ARRIVE & PLAY

Scan the monitorto start playing.

TOP GAME

—

COMPUTERS FOR A BETTER TOMORROW

PLAY MORE. TOGETHER.

A booking is a promise to one physical PC.

Preserve the exact setup through payment and arrival.

Lets start

PROBLEM

PLAYER

“Will I get this PC?”

Equipment, position and price define the session. A generic available seat is not enough.

BUSINESS

“Can we own the relationship?”

A direct channel creates control over booking, loyalty and first-party behavior.

OPERATIONS

“Can the club honor it?”

Digital availability must agree with the real room, payment state and staff action.

BASELINE · 4 WEEKS

1,436

eligible booking sessions

“Customers arrive with a screenshot, but staff still have to work out which machine they expected.”

Club administrator · contextual interview

37%

of started bookings did not reachconfirmation

Event funnel · dataset

02 / EVIDENCE

Three lenses.One insight.

The individual PC defined the purchase.

Observed

14/18 named hardware or position first.

Decision

Keep the PC visible through payment.

Funnel

1,436

sessions

Interviews

18

players

Shadowing

6

shifts

03 / REFRAME

The computer is the product. The booking is a commitment.

Confirm only when the PC, time and payment reconcile.

01

Place

We handle it on yourexact PC.

EXACT PC

02

Time

Set the start andduration.

START · DURATION

03

Money

Make a paymentor request a refund.

PAYMENT · VERIFY

04

Outcome

Confirm the resultand recover.

CONFIRM · RECOVER

The brief described checkout. The risk lived after checkout

CHOOSE. HOLD. CONFIRM.

22

23

Seat held · 4:59

Seat held · 4:58

Seat held · 4:57

Seat held · 4:56

Seat held · 4:55

Booking confirmed PC 22 and PC 23 are yours

Booking numberTG-82941 Confirmed

01

CHOOSE

One exact computer. Not a zone.

02

HOLD

Protected for a limited time.

03

CONFIRM

Final only after backend confirmation.

04 / KEY DECISION

Start with the room. Filter by zone.

Put the computer before the category.

01

PROTOTYPE TEST · N=120

68%

More context, slower commitment.

02

INSPECT → SELECT

91%

Hardware, position and price together.

03

Choice

Remove the zone screen.

04

Tradeoff

Move details into a sheet and list.

TOP GAME

PRODUCT EXPERIENCE

9:41

LIGHTWEIGHT HTML PROTOTYPE Built in HTML to show the flow and the logic — not the final visual design.

EXACT PC. PROTECTED TIME. READY TO PLAY.

06 / SYSTEM

One contract. Three teams.

iOS, service and club operations shared one truth.

SHARED CONTRACT

Place×Time×Money×Outcome

state · owner · recovery

iOS

Customer truth

Service

System truth

Club

Recovery truth

31components

3surfaces

2branches

−28%design-to-QA

07 — SHIPPING

DESIGN THROUGHIMPLEMENTATION.

QA covered midnight, recovery and large text.

ISSUE FOUND IN QA

22:00 → 02:00

The session ended on the wrong day.

We corrected the date transition and added regression scenarios.

Before

Same-day end

After

Next-day end

Checked

Midnight + occupancy

9:41

Summary & payment

Demo · no charges

BOOKING

TOP Game Arbat

91 Abylai Khan · Thu, Sep 3

20:00 – 23:00 · 3 hours

Change

SEATS

PC 22

540 Hz · 20:00 – 23:00

3 800 ₸

3-hour package

PC 23

540 Hz · 20:00 – 23:00

3 800 ₸

3-hour package

PAYMENT

Kaspi Pay

Pay in the Kaspi app

Bank card

Visa, Mastercard

Apple Pay

Book for 7 600 ₸

By booking, you accept the club rules and terms.

Branch, zone, computer, time and amount stay visible across key screens to prevent booking drift.

In focused retest the known mismatch was corrected, identity held across the flow, and selecting a place still did not start a hold. One closed defect, not a claim about how often this happens.

Review — the identity rows.

Confirmation — the same fields, plus a reference.

Booking number

TG-82941

CONFIRMED

Club

TOP Game Arbat

Date

16 August

Time

20:00–23:00

Seat

PC 12 · MAIN 540

Selected User intent only. No inventory protected. No charge.

Held PC 12 is protected for 05:00. Still not booked and not charged.

Payment Verifying Payment received. Booking still unresolved. Do not pay again.

Booking Confirmed TG-82941 issued by booking authority. Reservation is final.

RECOVERY

THE PLACE CAN GO. THE INTENT STAYS.

No silent substitution. The alternative is offered, then explicitly re-reviewed before anything is committed.

SEAT UNAVAILABLE

GROUP RECOVERY

01

LOSS DETECTED

PC 7 becomes unavailable before commitment.

02

INTENT PRESERVED

PC 4, PC 5 and PC 6 stay selected. No hold and no charge.

03

REPLACEMENT RE-REVIEWED

PC 9 is offered with equipment and total price. The organiser confirms it separately.

NO SILENT SUBSTITUTION

The unavailable seat changes. The group’s intent does not.

LAYOUT MUST SURVIVE BIGGER TYPE.

The map cannot be the only path to choosing the exact PC. A list route carries the same commitment.

DEFAULT · REFERENCE

ACCESSIBILITY ARCHITECTURE

DESIGNED

TESTED

SPECIFIED

броньдалған

ONE WORD CHANGED THE PRODUCT STATE.

already booked

rejected through back-translation

EVIDENCE

The word suggeste a condirmed reservation.

REJECTED

Literal translation created false certainty.

DECISION

The word suggeste a condirmed reservation.

PROOF

14/14 users understood the new state · zero. RU switches · clarity 4.8/5.

10 — DESIGN LANGUAGE

THE SYSTEM IS ENGINEERED, NOT DECORATED.

ONE OBJECT CARRIES THE SYSTEM · HOLD TIMER

PC 12 is held for you

04:59

Hold

TYPE

SF Pro Expanded Black · Onest · Geist Mono

ORANGE

#E75503 · commitment and action only

GREEN

#1FD173 · resolved state only

SURFACE

#08090B · #121117 · #14131A

STATUS

four states, four visual weights

PRODUCT UI UNCHANGED · PRESENTATION LAYER ONLY

DESIGN SYSTEM

Foundations v1. Primitive → Semantic → Component. Dark-first iOS interface foundations for Home, Map and booking flows.

AaBbCc

01234567

{(!@#$?&)}

MAIN TYPEFACE

Regular Medium SemiBold

Onest

#E75503

#35D07F

#FFC857

#FF5C6C

#F7F4F2

#090909

11 — THE BUILT PRODUCT

ONE PATH. EVERY STATE.

Welcome!

Sign in to save your bookings and manage your group

Sign in with phone number

Continue as guest

As a guest, you can browse clubs. Sign in to make a booking.

Sign in

Your phone number

We’ll send you a verification code by SMS

+7 777 123 45 67

Send code

We won’t share your phone number with third parties. We’ll use it only for verification.

Verification

Enter SMS code

We sent a code to +7 777 •••• 45 67

4

8

2

1

Resend in 00:42

Verify

We won’t share your phone number with third parties. It is used only for verification.

Location

Help you find nearby clubs?

If you allow access, we’ll use your location to calculate distance and sort nearby clubs.

Use my location

Choose city manually

This step is optional. You can choose a city manually and continue booking.

12 — UI COMPONENTS

● You’re playing · TOP Game Arena

PC 14 · 1 hr 20 min left

Extend

Today, 19:30 · in 2 hr 15 min

TOP Game Arena · Seat 14

▦

Almaty · Bostandyk

3

Find a club or district

8 of 42 available

MAIN

BOOTCAMP

DUO

Top Game Arbat

Zhibek Zholy Ave, 104A · 1.2 km

from ₸1,300 / hour

Book

4.7

(610)

Home

Map

Bookings

Profile

Home

Map

Bookings

Profile

Home

Map

Bookings

Profile

Home

Map

Bookings

Profile

Resend code in 00:42

4

8

2

Resend code in 00:42

4

8

2

1

Code entered

4

8

2

1

Incorrect code. Try again

Resend temporarily unavailable

12 — THE PAYOFF

9:41

Booking confirmed

PC 12 is reserved for you · TOP Game Arbat

Booking number

TG-82941

CONFIRMED

Club

TOP Game Arbat

Date

16 August

Time

20:00–23:00

Seat

PC 12 · MAIN 540

Paid: 4,500 ₸ · electronic receipt

MAIN 540 · today, 20:00–23:00 · PAY-1042

Open booking

Go to Home

SERVER-OWNED REFERENCE

TG-82941

EXACT PLACE

PC 12 · MAIN 540

CONFIRMED SESSION

20:00–23:00

BACKEND STATE

CONFIRMED

BOOKING CONFIRMED IS THE ONLY BINDING STATE

‹

Возраст подтверждён

Вам есть 18 лет

Возраст подтверждён официальным цифровым документом.

18+ · ПОДТВЕРЖДЕНО

Теперь создадим Face ID для быстрого и защищённого входа после 22:00.

Настроить Face ID

A BOOKING IS A PROMISE, NOT A CHECKOUT.

9:41

Booking confirmed

PC 12 is reserved for you · TOP Game Arbat

Booking number

TG-82941

CONFIRMED

Club

TOP Game Arbat

Date

16 August

Time

20:00–23:00

Seat

PC 12 · MAIN 540

Paid: 4,500 ₸ · electronic receipt

MAIN 540 · today, 20:00–23:00 · PAY-1042

Open booking

Go to Home

TOP GAME

Exact PC booking.