10% increase
in SELF SERVICE
PROJECT
MySpectrum App: Enhance appointment scheduling features.
PROBLEM
The app did not have the capability to reschedule field appointments.
GOAL
Comprehend the user flow and implement rescheduling functionality into the app.
KICKOFF MEETING
In my role as lead, I convened the UX and development teams to discuss the task and confirm its feasibility from both a development and technical perspective. I received approval to proceed.
RESEARCH
I familiarized myself with the appointment scheduling process from a customer journey perspective by reviewing documentation. This allowed me to understand the "happy path" and identify and address any potential areas of friction.
DISCOVERY
I began developing potential design solutions by integrating existing elements. It was essential to investigate whether adjustments were required for the existing elements or if an entirely new element was necessary. During this phase, I collaborated closely with the UX researcher to ensure that we comprehensively captured all aspects of the customer journey.
WIREFRAMES
Utilizing the insights gathered from the discovery phase with research, I was able to create wireframes.
USER TESTING
After implementation, we monitored customers' rescheduling statistics for three months, observing a 10% increase in appointment rescheduling conducted within the app.
