top of page

Scheduling a Service Call

GE Appliances

WHAT PROBLEM WERE WE TRYING TO SOLVE?

Why were almost 50% of users exiting the page without scheduling a service call?
​The majority of traffic was coming from a mobile device, but the site was not mobile-friendly. There were plans to make the full site responsive, but that project was a long way out. How would we make a mobile-friendly page within the current framework?

MY INVOLVEMENT

  • Data analysis

  • Information architecture

  • Website design

  • Usability testing

KEY ISSUES IDENTIFIED

  • On average, 20% of consumers were scheduling service because of a recall on their product.

  • Consumers were immediately being asked to share if their product was in or out of warranty. Most did not know.

  • About 80% were entering their appliance model & serial number

  • No pricing information was displayed within the process, and users were uncomfortable scheduling service without an idea of what it would cost.

WHERE DID WE START?

Simplified the navigation by consolidating three different user flows (in warranty, out-of-warranty and recall) into one path. Divided the process into four logical steps.

 

Reduced form fields by 35%. For each piece of information we required a consumer to fill out, I asked the following questions:

  • Why are we asking the question?

  • What are we doing with the data?

  • Can we get the data from anywhere else?

 

Added price estimates and explanations or pricing throughout the process. 

 

Added clear confirmation pages and emails that allowed for each rescheduling.

serviceflow_edited_edited_edited.jpg

OPTIMIZED FOR SMALL SCREENS

Worked with the team to design a solution that would allow us to pull the schedule service pages outside of the primary website. This solution enabled us to build the pages using a responsive framework and start the foundation for the remainder of the website.

bottom of page