OnTech Smart Services
Website & Scheduling Tool Redesign
In 2019, I led the redesign of the OnTech Smart Services website to enhance the overall customer experience and optimize the scheduling process. OnTech Smart Services provides professional installation services for smart home devices, and the existing website was not fully aligned with users' needs. My goal was to create a seamless, user-centered journey from browsing to checkout, while also improving the scheduling experience for both customers and technicians.
Challenges
The original website had a clunky, confusing layout that led to high bounce rates and cart abandonment.
Users faced friction during the checkout process, particularly with scheduling service appointments, which often led to frustration and incomplete transactions.
Technicians lacked an intuitive app for managing their schedules and appointments in real-time, impacting operational efficiency.
1. Website Redesign
I began by completely overhauling the website’s visual design and information architecture. The focus was on creating a clean, modern interface that made it easier for users to explore services, compare options, and navigate through the site. User testing and research helped inform the new structure, ensuring the content was organized in a way that aligned with users' expectations and needs.
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”.
2. Introduction of a Side Cart
Throughout the redesign process, user testing was key. We closely analyzed how customers interacted with different aspects of the site, but one of the more complex areas was optimizing the cart and checkout experience. This process required extensive collaboration with our UX Researcher, ensuring that every decision we made was grounded in real user feedback and behaviors.
One of the significant enhancements we introduced was side cart promotions. These promotions appeared directly within the cart, offering customers relevant deals or complementary products based on their selections. By integrating these promotions seamlessly into the checkout flow, we were able to provide additional value without disrupting the user experience. This feature also helped increase average order value as customers were more likely to add related products or services to their carts.
Another key improvement was the introduction of a dynamic call-to-action (CTA) button. Depending on whether a customer had a service or a product in their cart, the CTA would shift between "Proceed to Checkout" and "Proceed to Scheduling." This small but impactful change removed potential confusion and provided a clearer path for users, allowing them to either complete their purchase or schedule services smoothly.
Through continuous user testing and feedback loops, we refined these features to create a more intuitive, personalized, and efficient shopping experience for OnTech customers.
3. Custom Scheduling Section in Checkout
One of the most significant improvements was the creation of a custom scheduling section during checkout. Previously, the scheduling process was disconnected from the checkout flow, leading to confusion and frustration for customers. By integrating the scheduling directly into the checkout process, I was able to streamline the experience, allowing customers to select a convenient service time immediately after choosing their services.
Throughout this process, I worked closely with a UX Researcher to ensure that every design decision was based on data and real user feedback. Together, we conducted user testing to understand how customers interacted with the scheduling feature and pinpoint areas that caused confusion. Through this collaboration, we optimized the design for clarity and ease of use, significantly reducing user frustration. The result was a smooth, cohesive experience that empowered customers to complete their service booking without unnecessary steps, improving overall satisfaction and completion rates.
4. Scheduling App for Technicians and Customers
To further enhance the overall service experience, I designed a mobile-friendly app tailored to the needs of both OnTech technicians and customers. For technicians, the app served as a comprehensive tool that allowed them to efficiently manage their appointments in real-time. Beyond simply viewing their schedules, technicians could update appointment statuses, adjust service times, and log critical details—all while on the go. This real-time functionality significantly improved their ability to respond to changes in customer needs or unforeseen challenges, ultimately increasing operational efficiency.
(Unfortunately, I don’t have any screenshots or designs of this part of the app. This is connected directly to DISH Networks’ internal technician scheduling database.)
On the customer side, the app was designed with ease of use as the top priority. Customers could quickly book new appointments, modify existing ones, and receive timely notifications regarding their service status. The interface was clean, intuitive, and accessible, helping customers manage their service needs without frustration. The improved communication flow between customers and technicians reduced the likelihood of scheduling conflicts, missed appointments, or miscommunication, which in turn boosted customer satisfaction.
The app provided critical support for both sides, creating a smoother, more transparent service process that ensured both technicians and customers were always informed and aligned. This development not only improved the user experience but also increased the overall efficiency of the OnTech Smart Services operation.
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.
Redesigning the OnTech Smart Services website and developing the custom scheduling app was a rewarding challenge. By focusing on user needs and improving both customer and technician experiences, we were able to create a more intuitive and efficient platform. This project highlighted the impact of thoughtful UX/UI design in transforming complex processes into seamless, user-friendly experiences.