Schedule an Appointment
strategy & design
With over 1,900 locations in North America, there was an opportunity and need to feature an online appointment scheduler to Dignity Memorial's location pages allowing customers to select the day and time, and meeting type of how they would like to meet with an associate to began pre-planning. At its release, over $2 million in sales was generated in less than five months, with a 20% increase in lead-to-sale rate.
When scheduling an appointment, a customer's journey is impacted by how they choose to meet with an associate whether that is at the location, in their own home, or via video call. Below is a snapshot of the user flow used for both presentation to leadership and development team to ensure every scenario is accounted for.
On desktop, the scheduler component is featured in a sticky right rail under our most prominent CTAs with a calendar-like visual style for click-ability.
The scheduler is a progressive form featured as a modal and I streamlined the date picking process by organizing the available times by time of day. This helps keep the experience simple for mobile users.
The scalability of the scheduler extends to French and Spanish and translations were considered in the design process across all devices.
Working in an agile environment, the meeting type at the start of the project showed a hierarchy to choose between a meeting at the location or at their home with virtual meeting being low priority. The design was later adapted to bring virtual meetings to the same level.
The last step in scheduling an appointment is gathering pertinent information so we can route this lead to the right funnel.
A confirmation screen notifies of next steps, while providing resources for customer to continue their journey through the site.
