In the start of this engagement, we looked at booking process optimisation, focusing on user needs yet functioning within existing constraints.
We conducted stakeholder workshops to understand the requirements and ambitions of the business and technology workshops to understand system limitations. We overlayed all of this with detailed user research to validate our thinking around the proposed solution.
The re-designed booking process launched earlier this year and has already resulted in greatly reduced drop off rates, driving positive growth in revenue for the company.
Role: Pitch team design lead, Experience design lead on the project
Current status: Live here (step 2 onwards)