01 / Customer Information Review
Tide & Timber Workshop:
a clearer path to booking.
- Problem
- First-time attendees find conflicting prices and booking instructions across three pages.
- Approach
- Follow the customer’s path from understanding the class to finding the booking step.
- Deliverable
- Five prioritized recommendations and five related customer replies. The illustrated package includes one revision.
Before & after: make the next step visible
Put the booking route where visitors need it.
“Drop in … just come along!”
“Please book your place in advance. We can’t accommodate walk-ins.”
Decision: Replace the drop-in invitation on Home. Place a clearly labeled “Book a beginner class” link beside this wording, leading to the existing booking information on Classes. This makes the next step visible where visitors first encounter the offer.
Read the three source excerpts and fictional brief
The starting point: three pages, mixed signals.
Page 1 · Home
“Drop in and make something lovely. Beginner printmaking from $40. Everyone welcome—just come along!”
Page 2 · Classes
“Beginner printmaking is a two-hour session, $48 with materials included. For ages 16 and up. Advance booking is required.”
Page 3 · Visit & FAQ
“Find us upstairs in Studio 4 at Eastbank Arts Building. Our welcoming space is accessible to everyone. Plans change? No problem—get in touch about cancellations.”
Fictional facts used in this brief
- The class costs $48 per person, lasts two hours, and includes all materials.
- It is for beginners aged 16 and over. Advance booking is required; walk-ins cannot be accommodated.
- With at least 48 hours’ notice, a booking can be moved once to another available class. Later cancellations cannot be refunded or moved. Refunds are not offered for cancellations.
- Studio 4 is on the second floor of Eastbank Arts Building. Lift availability has not been confirmed.
These facts define the fictional brief. Lift availability remains an open question to resolve before using the copy.
See the remaining four recommendations and reasoning
Recommendations 2–5
Give one price and say what it covers.
“Beginner printmaking from $40.”
“Beginner printmaking · $48 per person. A two-hour class with all materials included.”
Decision: A single confirmed price replaces the misleading starting price. Including duration and materials helps someone assess the offer without searching another page.
Be welcoming without obscuring the age requirement.
“Everyone welcome.”
“New to printmaking? You’re welcome here. This beginner class is for ages 16 and over.”
Decision: The welcome is preserved, while the eligibility requirement is stated directly. “Everyone” cannot accurately describe a class with an age restriction.
Explain the cancellation policy before booking.
“Plans change? No problem—get in touch about cancellations.”
“Need to change your booking? With at least 48 hours’ notice, you can move it once to another available class. We don’t offer cancellation refunds. With less than 48 hours’ notice, bookings cannot be moved.”
Decision: Reassurance should not imply flexibility the business has not approved. Separate the transfer window from the refund rule, and retain the availability condition.
Replace a broad access claim with known details.
“Our welcoming space is accessible to everyone.”
“You’ll find us in Studio 4 on the second floor of Eastbank Arts Building. If you need step-free access, please contact us before booking so we can confirm whether the space will meet your needs.”
Decision: The floor and studio are confirmed; lift availability is not. The wording gives useful information and a next step without claiming accessibility or compliance that has not been established.
Read the five related customer reply examples
Replies using the same information
“Can I just turn up?”
Thanks for your interest! Please book your place in advance. We can’t accommodate walk-ins, so you’ll need a confirmed booking before coming to class.
“What does the class cost?”
The beginner printmaking class is $48 per person. It lasts two hours, and all materials are included.
“Can my 14-year-old attend?”
Thanks for checking. This beginner class is for ages 16 and over, so it isn’t suitable for a 14-year-old.
“Can I cancel or move my booking?”
We don’t offer cancellation refunds. With at least 48 hours’ notice, you can move your booking once to another available class. With less notice, we can’t move it. Please send your class date and booking details so we can check the options.
“Is there step-free access?”
Thanks for asking before booking. The class takes place in Studio 4 on the second floor of Eastbank Arts Building. We haven’t confirmed lift availability yet. Please let us know what access information you need so we can check whether the space will meet your needs.
The complete review
Three source pages, five recommendations, and five reply examples are included above. One revision is included in the package. The business or its website administrator implements the changes; website implementation is separately scoped. The access question is flagged for confirmation.