Optimising the Booking Journey to Increase New Client Appointments

UX Design Web Development

our results

+66%

Appointments Booked YOY

+58%

New Client Booking Forms YOY

Overview

Vivo aimed to improve its online appointment booking experience, making it easier for both new and returning clients to schedule appointments. The goal was to:

Increase sign-ups for new client bookings.
Streamline the booking process for new client bookings.
Enhance the overall user flow to reduce friction and improve conversion rates.

LOGIC1 was tasked with redesigning the booking experience, ensuring a more intuitive process that encourages more appointments to be scheduled.

objective 1:

Identifying Barriers in the Booking Process

Understand the challenges users faced when booking an appointment and identify areas for improvement.

Our Approach

Competitor Analysis: Researched best practices in the industry to ensure Vivo’s booking experience aligned with user expectations.
User Experience Audit: Evaluated the booking process to identify usability issues and areas of friction that could impact conversion rates.

These insights helped us pinpoint the key barriers and opportunities for improvement.

objective 2:

Redesigning the Booking Experience for Better Usability

Create a booking experience that is intuitive, efficient, and tailored for both new and existing clients.

Our Approach

Redesigned the ‘Book Appointment’ Page:
- Clearly distinguished between new and returning clients with an easy-to-click selection.
Simplified the New Client Booking Form:
- Divided the form into sections to improve readability and guide users through the process.
- Grouped similar details together to reduce cognitive load and make the experience smoother.
Landing Page Redesign:
- Made it clear what action users needed to take, ensuring the booking steps were simple and direct.
- Created a dedicated landing page for new clients with clear guidance on how to book their first appointment.

objective 3:

Implementation and Testing

Ensure the new design was functional, user-friendly, and optimised for conversions.

Our Approach

Development: Our developer implemented the new design and functionality.
User Testing: Conducted testing to ensure the booking flow was seamless across devices and browsers.
Client Review & Approval: Presented our findings and recommendations to the client for feedback and approval before launching the final version.

Outcomes

Since implementing the changes, Hair to Train has seen:

A Significant Increase in New Client Bookings – More new users are completing the booking process.
Higher Engagement from Existing Clients – Returning clients are finding it easier to rebook.
A More Streamlined User Flow – The simplified, structured form and clear navigation make booking faster and more intuitive.

Content Optimisation SEO

+79.54%

New search queries gained Autogrow

SEM

+67%

Increase in paid search revenue Kitchen Warehouse Au

Content Optimisation SEO

Better content = increased engagement Large tourism operator targeting international travellers.

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We have extensive experience working with companies across all industries, shapes and sizes.

Our strategic process uses your first-party customer data to develop insights from your existing customers to optimise strategies and tactics across persuasion, attention, and transaction to deliver new customers consistently.

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