The company faced challenges modernizing its sales appointment booking process, relying heavily on manual methods such as phone calls and distributing flyers to apartment complexes. As a result, customers often cancel their appointments due to the lengthy and complicated booking experience.
Goal of the project
Optimize the sales appointment booking process in order to increase turnaround speed, enabling customers to schedule appointments quickly and conveniently, thereby accelerating the sales pipeline.
My Role
As a UX design strategist, I was accountable for
- Managed stakeholder relationships to align objectives and expectations throughout the engagement.
- Facilitated the workshop and decision-making to guide the customer toward effective solutions within a constrained timeframe.
- Conducted presentations of proposed solutions using SN products and features.
- Created service blueprints and design mockups to visualize and communicate solutions.
Approach
Given their clear understanding of the issue and the time constraints, we decided to run a design sprint online to co-create a future-state experience. Before the sprint, I conducted stakeholder interviews to gain insight into their business needs and goals, enabling me to facilitate the session effectively. 6 participants were carefully selected for the workshop based on their roles and involvement.
Engagement Process
Co-innovation
workshop
Service
Blueprint
Design
mockups
Platform
Prototype
Service Blueprint & Design Mockups
The blueprint outlines the future-state workflow, incorporating our products and features. In the proposed experience, target customers use mobile phones to book appointments, while sales representatives primarily use iPads to track appointment status and access relevant information.
