Self-Scheduling Discovery
From high drop-off to high confidence: prototyping a smarter, faster way for customers to book with ease.
During an intensive discovery sprint, we conducted interviews with users and stakeholders, mapped the entire booking journey, and created a clickable Figma prototype. This prototype streamlined entry points, highlighted real-time availability, and validated essential features, thereby establishing a foundation for a seamless, integrated scheduling experience.
The Challenge.
- Multi‑step scheduling before availability appeared caused ~80% user drop‑off.
- No self‑service options (cancel, reschedule, view upcoming visits or plan balances).
- Dispatch and call‑center teams manually triaged bookings, driving up call volume.
- Embedded experience was siloed in a third‑party interface, blocking future integration.
The Solution.
- Conducted stakeholder interviews, data analysis, and lifecycle mapping to pinpoint friction points.
- Delivered a clickable Figma prototype with real‑time availability, contextual messaging, and handoff options.
- UI designed with extensibility in mind, ready for billing, service plans, technician ETA, and future customer portal integrations.
Tech Stack
Need to simplify a complex customer journey?
We transformed a frustrating, high-friction scheduling process into a customer-friendly, future-ready experience—and we can do the same for you. Let’s explore how improved user experience (UX) and prototyping can unlock significant business value.
Let's Build Something Better