Problem

Ditching the Digital Queue: Why Users Bail on Our Scheduling Form

We noticed a high level of drop off in the Schedule online process. We were on a mission to improve user flow and increase conversion. We rolled out a process called ux quality, which is a methodology based on a standard usability scores (SUS) - industry standard where we looked at:

Time on task
Number of clicks
Level of effort

Solution

Paving the Path: Our Journey to a Frictionless Scheduling Experience

We noticed a high level of drop off in the Schedule online process. We were on a mission to improve user flow and increase conversion. We rolled out a process called ux quality, which is a methodology based on a standard usability scores (SUS) - industry standard where we looked at:

35%
Time on task
40%
Number of clicks
21%
Level of effort