OnTech Smart Services

Scheduling Experience for Customers and Technicians

I led the UX/UI design for OnTech Smart Services, aiming to streamline the scheduling process for both customers and field technicians.

Challenges

Customer Scheduling Friction: Customers found it difficult to schedule or adjust appointments independently, often needing to contact support for changes or confirmations.

Technician Tool Limitations: Technicians lacked an intuitive, mobile-friendly tool to manage appointments in real-time, leading to inefficiencies and scheduling errors.

Integrated Side Cart with Dynamic CTA

We introduced a side cart that dynamically updated based on the user's selections. For instance, adding a service would change the CTA to "Proceed to Scheduling," guiding users seamlessly into the appropriate next step.

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We also introduced a dynamic call-to-action (CTA) button in the side cart that changed with the different products or services you had in the cart. For example, if you added a Google Nest Hello Doorbell, the CTA would say “Proceed to Checkout”, but if you added a Smart Doorbell Installation, it would change to “Proceed to Scheduling”.

Embedded Scheduling in Checkout

Previously, scheduling was a separate, confusing process. We embedded scheduling directly into the checkout flow, allowing customers to select service times immediately after choosing their services, reducing drop-offs and support calls.

Technician Backend Tool Redesign

We developed a mobile-optimized backend tool for technicians, providing real-time access to schedules, job details, and route information. This reduced scheduling errors and improved field efficiency.

Results & Conclusion

The redesign of the OnTech Smart Services website led to significant improvements:

  • A significant increase in completed service bookings.

  • A reduction in cart abandonment rates, thanks to the introduction of the side cart.

  • Enhanced user satisfaction with the checkout process, leading to smoother, more efficient customer journeys.

  • Positive feedback from technicians regarding the scheduling app, noting improved ease of use and better management of daily schedules.

These enhancements led to a more intuitive scheduling experience for customers and a more efficient tool for technicians, improving overall operational effectiveness.

A more in depth case study below