How HeadChannel Built a Retail Reopening App for By Appointment Only

By Appointment Only Ltd. was created by Charles Smith and Adam Batten to help retail stores recover and reopen after the COVID-19 pandemic, drawing on their backgrounds in high-end hospitality and business innovation. HeadChannel had already worked with them on several projects, including their previous company, Talistar, and took on the technical and project management work for the new venture.

The Challenge

When the pandemic began, retailers faced lockdowns, safety concerns and changing consumer behaviour. High-street footfall was falling and social distancing rules were strict, so stores needed a way to manage customer flow and rebuild shoppers' confidence.

By Appointment Only set out to give retailers the digital infrastructure to manage store capacity, follow safety protocols and offer customers convenience through an easy-to-use app. The timeline was tight and the requirements complex.

The Approach

HeadChannel built the app around four features.

Appointment booking. Shoppers book slots at their favourite stores, which manages demand and avoids overcrowding.

COVID-19 screening. An optional screening feature lets stores check that shoppers comply with health protocols before they enter.

Virtual queueing. At stores without appointments, shoppers queue virtually, saving time and keeping their distance.

Rescheduling and cancellation. Customers change or cancel appointments, and the updates sync with the store automatically.

The app runs on iOS and Android, built with .NET Core, Xamarin and Angular. HeadChannel also added push notifications, social sharing and user feedback for retailers and shoppers.

The Outcome

The app launched in two months, in time for the successful reopening of a major Prada store in France. Retailers used it to manage store traffic, maintain safety protocols and give customers a more convenient way to shop.

By Appointment Only said it was extremely satisfied with the work: HeadChannel delivered 100% of the requirements on time and within budget.

The app has since seen strong uptake among high-street stores.