Babyjabs had been using a Typeform solution for its client booking system for a number of years.
Babyjabs had also been using iframes for the medical bookings provider Semble for a number of years.
In order to improve this user journey, a project was initiated to review and refresh the way that bookings were configured and used.
Our solution was a bespoke web form that simplified the user journey and allowed Babyjabs to design a much more efficient user journey that was designed to match the styling of the website whilst also offering a higher level of detail specific for its customers.
The Challenge
Babyjabs Outcomes
- Provide an intelligent and personalised user journey
- Bespoke fields and selections to be made by the user
- Integrate with third party medical and payment provider.
Customer Outcomes
- Gain a booking system and information service that feels personal to my business
- Experience an end to end service that is seamless
The Tomia Solution
In order to deliver a business-driven (rather than a system-driven) change exercise, we took the following steps:
- A review of the Babyjabs user joruney
- Emerging from this, we gained a view of the “pain points” associated with customers.
- Production of a detailed user mapping flow
- Production of a costed Functional Specification/li>
- Delivery and implementation of the activity.
Outcome
- Babyjabs outcomes based on the current issues
- Improved User Experience: The new booking system could have enhanced the overall user experience for customers, making it easier and more intuitive to book appointments online.
Increased Customer Engagement: With a more streamlined booking process, Babyjabs may have seen increased customer engagement and interaction on their platform. - Reduced Administrative Burden: The new system might have automated certain administrative tasks, freeing up staff time previously spent on manual booking management.
- Enhanced Data Management: Implementation of a new system could have improved data collection and management, providing Babyjabs with better insights into customer behavior and booking patterns.
- .Higher Conversion Rates: A more user-friendly booking system could have led to higher conversion rates, with more website visitors successfully booking appointments.
- Improved Brand Perception: A smooth booking experience reflects positively on the brand, potentially improving Babyjabs’ reputation and customer satisfaction.
- Better Resource Allocation: The new system has enabled more efficient scheduling and resource allocation, optimising staff and facility usage.
Reduced No-Shows: Features like automated reminders and confirmations could have helped reduce the number of missed appointments - Implementation of the new system will have facilitated customer feedback collection, enabling Babyjabs to iterate and improve based on user suggestions.
- Improved User Experience: The new booking system could have enhanced the overall user experience for customers, making it easier and more intuitive to book appointments online.