I have spotted either bug or an unusual UX approach in online booking. I noticed that when I booked myself in for a treatment at Lash Lovers through our log in page that I was asked to put in my password when I had not ever put my password in for Lash Lovers before.
I decided to follow the reset process to complete the appointment. I noticed my credit card was on file curiously but continued. This all felt a little odd, almost like I had a duplicate account.
I then decided to make an appointment with Lost Hairdressers, the salon who referred Boulevard as I suspected what was going on. I was unable to make an appointment as I had reset the password for the log in to LH. Only way to log in was to use my new Lash Lovers password.
In a situation when it is clear to the customer that they are booking into the Boulevard Branded, having single password makes complete sense. However with branded login from many salons, the user is expecting to have passwords specific for the branded company and many save them in password apps.
This process today feels like it's either a bug or incomplete in terms of educating the client that they can use their existing log in for the platform. Do you need a "Powered by Boulevard", "Use your Boulevard Password/account to book" highlighted in the process? Note I am talking about the MOBILE online booking process. You might already do this on desktop. 80% of my traffic is mobile so I'm more sensitive to it.
At some point clients are going to be resetting their passwords to salons continuously as they forget which PW applies and this will create frustrations.