Concierge
Assisted the client in devising solutions for Wait Time optimization and enhancing the efficiency of client information input to minimize errors.
Context:
Concierge, a product offered by Engageware, is tailored for small businesses such as shops or local banks, enabling them to effectively schedule client meetings with available resources. Users are empowered to modify appointment statuses, including actions such as check-in, commencement of appointments, marking them as completed or no-shows, and initiating new appointments, among other functionalities.
Problem 1.0:
New Wait Time Option
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Resource count in Wait Time Calculation is inaccurate because it only includes resources who are currently with a client, not resources who are available to meet and are unoccupied.
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Reported wait time is longer than the actual wait time because Concierge thinks fewer people are available.
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Bad client experience with no good workarounds at the moment.
Solution:
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Users (working as resources) can mark themselves as available/unavailable through the Concierge UI.
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When they are marked available, the Resources count used in the Wait Time Calculation is increased to include them.
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This option would be disabled by default (current behaviour) but enabled for customers who want it.
Wait Time Solution: Version 1.0
Interestingly, when we put both features to the test with our users, we got a surprising outcome. It turns out that even though we had high hopes for these features, they didn't quite hit the mark with our users.
Starting with the first option, users found themselves puzzled by the interaction. The accompanying text, which was meant to guide them, ended up being more perplexing than illuminating, leaving them in a state of uncertainty.
The second feature seemed promising with its added enhancements, but it ended up being a bit too much for our users. Users appreciated its enhanced nature, but they expressed a preference for a simpler approach as there are too many options, and this fancy feature just didn't resonate with them. To make matters even more challenging, implementing the customizable available time setting posed backend challenges that added to the complexity.
A subplot emerged involving users with unique colour perception abilities. For these individuals, discerning the state of resource availability became a challenge due to visual impediments. This twist added a layer of accessibility consideration that requires delicate handling.
Revamped Wait Time Solution: Version 2.0
In response to feedback received from the previous prototype version, this design iteration has been formulated. While users favoured the card design in the second alternative, they expressed a preference for a simpler approach. Consequently, I devised a card-based layout featuring only two readily available options: "Ready" and "Not Ready." Beneath these choices, informative text clarifies the implications of each selection. Addressing the prior confusion stemming from the text, the terminology has been revised to "Ready" and "Not Ready."
Furthermore, to address an accessibility concern related to discerning the availability state, a novel set of icons has been introduced for both "Ready" and "Not Ready" statuses.
The outcome has been encouraging. Users responded positively to the new design, finding it more captivating and less perplexing. The utilization of "Ready" and "Not Ready" in the textual context enhances clarity—conveying a distinct message of preparedness or unavailability for appointments. Additionally, by relocating the card from the profile icon to a position adjacent to the user's name, the interface has been streamlined and elucidated.
Benefit:
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Accurate wait time estimation, better client experience
Problem 2.0:
Streamlining Client Information Input: Enhancing Efficiency and Reducing Errors
The findings from the user survey revealed that users encountered difficulties when attempting to locate existing clients. Despite the fact that Concierge/AS possesses the necessary information regarding previously scheduled clients and has the capability to retrieve it, a mandatory process of manual client information input persists. This supplementary step not only imposes an unwarranted burden on customers but also amplifies the potential for errors.
Solution:
User search for clients who have been booked before using various criteria such as:
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Last Name
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Email Address
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Username
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External ID
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Phone Number
When the user searches, the system will display either the client record and ask for confirmation (if there's only one match), or it will show a list of matching records for you to choose from (if there are multiple matches).
Streamlining Client Information Input: Enhancing Efficiency and Reducing Errors: Version 1.0
In response to this challenge, a solution was devised, involving the introduction of a client search feature encompassing various fields such as last name, email address, username, and more. The intent behind this initiative was to streamline the process of locating clients and minimizing the cumbersome nature of manual data entry. The inception of version 1.0 aimed to materialize this vision by incorporating a search functionality for specific client fields, thereby enhancing the user experience.
What went wrong?
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The results of user testing didn't entirely resolve the issue, as introducing a search feature within the field proved less effective.
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This was because users often opt to create new client records instead of searching for existing ones, inadvertently leading to the creation of duplicate records.
Revamped Streamlining Client Information Input: Enhancing Efficiency and Reducing Errors:
Version 2.0
In response to feedback received from the prior prototype version, we have introduced an enhanced search option. Now, users are required to search for and select a client before proceeding to book an appointment. This selection automatically populates the client details field. In cases where no existing client record is found, users have the option to create an appointment for a new client.
What went well?
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Efficient Client Selection: Users are guided to search for and select an existing client before proceeding, ensuring accurate and relevant appointment details.
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Reduced Duplicate Records: By prompting users to search for clients first, the likelihood of creating duplicate client records is significantly minimized.
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Time Savings: The streamlined process of selecting a client and auto-populating their details expedites the appointment booking process, saving users valuable time.
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Enhanced Accuracy: Automatically filling in client details reduces manual data entry, mitigating the risk of errors and ensuring accurate information.
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Improved User Experience: The guided flow promotes a seamless and intuitive user experience, reducing confusion and increasing overall satisfaction.
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Data Integrity: With a focus on selecting existing clients, the solution contributes to maintaining a clean and organized client database.
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Simplified User Decision-Making: Users are presented with clear choices—search for an existing client or create an appointment for a new one—simplifying their decision-making process.
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Adaptability: The solution accommodates both scenarios—booking appointments for existing clients and creating appointments for new clients—offering flexibility based on user needs.
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Enhanced User Confidence: The user-friendly approach instils confidence in users as they navigate the appointment booking process, reducing potential apprehension or frustration.
Crafted with Dedication and Passion