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Ideas & Suggestions

Below is a diagram of the current flow of the existing booking funnel

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Based on the data provided, I mapped out the customer journey into seven steps funnels and saw where the drop-off points were

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Through data analysis and testing, it seems reasonable to conclude that there are reasons for drop-offs

According to data analysis, there is a significant drop off from the customer journey as follows:

40% at the customer details - Step 1 (refer to screen 1 - 4 user flow diagram above)

19% at making appointment - Stage 6 (refer to screen 9 -11 user flow diagram above)

27% at taking payment - Stage 7 (refer to screen 13 user flow diagram above )

When testing the user journey of the existing booking funnel flow, several issues were identified

The speed of loading is quite slow, requiring an average of 10 seconds per screen, but there are 13 screens for customers to navigate through.

There are so many details to fill out before customers are able to obtain the information they need

The payment stage is timed and the user has 60 seconds to complete the transaction. If errors are made, the user cannot go back to the previous step and must restart the entire process.

The booking funnel has many steps, but the form does not reflect these correctly, showing three steps instead of the correct number of steps. This can lead to false expectations by the user and discourage them to complete the journey.

In the booking stage, there are also several issues, as many steps were required when they could easily be combined into one screen, thereby reducing the time required

There is not enough visibility and engagement to hook people into the benefits and discounts to take extra steps

Suggestion & Opportunities

A New User Flow of the Booking Funnel, together with some changes in UX

Help to reduce number of steps and screen

Engage customers throughout the entire journey, and keep them interested

Make booking and payment for appointments simpler and more convenient for customers

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2. A/B Testing

Change it to Quiz type and have better tracking across

The design, offers/discounts, key selling points

3. One Central Dashboard - Analysing funnel stages and customer journeys in one place

Tracking the funnels is extremely important. Although the following is a manual analysis, we can actually customize the dashboard so that all funnel data below is combined in one place. Once the UX changes have been made, we can easily test and learn from them.

By learning our data inputs, a real time customized dashboard based on the funnel and customer journey stages can be built on Looker (Former Google Data Studio). With Google Sheets (using APIs), we can centralise data from CRM and our digital stacks, allowing all data to be viewed in one place.

Google Sheet via APIs to connect

Delacon inputs

CRM

Datastore

Google Analytics, Google Ads, GTM etc

Pull through data from Google Sheet to Looker through via customised dashboard design as an example below

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As an example, I built one simple dashboard for a company I worked before

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