Genius Bar Reservation Make-Over - 2005

On Nov. 16, 2005 Apple debuted a make-over of its Web-based Genius Bar reservation system, along with in-store changes intended to speed up and otherwise improve warranty and repair services at the retail stores.

The change includes the addition of the position Genius Bar Program Readiness Manager in Santa Clara, and the position of Genius Bar Administrator at 20 selected stores.

Visually, the reservation system has a completely different look--a brushed metal finish that resembles iTunes, all based on Flash technology. Within the frame is the current time, icons that feature fade-in, roll-over graphics, and text-on-color information. Organizationally, the page divides technical support between the iPod, Mac, OS X, "Switching" and personal training. There are also options for checking on a previously-made reservation and "Pickup my repair." Unlike the previous Web screen, there appears to be no way to view the next available Genius Bar reservation time. Perhaps it appears after you sign in.

Here's what the initial Concierge screen looks like:

If the store has a Creative bar, an additional three buttons appear--movies, music, photos and design. Clicking on one of the graphic icons takes you to a sign-up screen, where you put in your name, email address and optionally a "mobile device" number so the Genius can contact you. The system then displays the hours available for a future reservation (7-8p, 10-11a, etc.), and you select one. The screen then displays the available slots for that hour, which seem to be spaced either 15 or 20 minutes apart (:10/:20/:30/:40 or :00/:15/:30/:45). After you select one of the individual time slots times and click "Next," you're confirmed, but also given the opportunity to cancel your reservation if you want.

Lastly, if there are no times available, you'll see this screen.

The "Check..." and "Pickup..." buttons go to a screen to input a number on a previous repair or reservation.

Previously, the reservation screen was entirely text-based, with a single drop-down menu. Here's the initial screen:

The screen requests that you select from a drop-down menu the type of support you'll need at the Genius Bar. After making the selection, the next available Genius Bar time slot is displayed, and you can then sign up for an upcoming Genius Bar slot.