*Online bookings - revamp

Concept:

Summary
The online bookings system is one of the most used features in our system. As part of the revamp, we are building the system to be service-centric, as opposed to location-centric. The funnel approach will still remain helping the user book the consultation on the most appropriate location. Here’s a brief overview of the changes we are to make:

Service-centered approach to online bookings
Service-first, other details later is the motto of the revamped online bookings system. The services will be organized into groups (former master categories), then categories, and ultimately the services itself, removing all the possible distractions, and services the client doesn’t need based on what was selected.



Location search
Not all services may be performed at all the locations. This is why the user will be shown only eligible locations. What is more, those locations will be ordered based on distance from the user, the closest one being the top-most one. To overcome the location-sharing barrier some users have, we added an additional location field as an alternative where the user can type a location they prefer, and the clinic locations will be listed based on proximity to this location.


Mandatory medical form
Not all clients are eligible for all services, due to different factors in play (age, medical condition, more). Each service can be assigned a mandatory medical form with conditionals associated to questions. For example, if the service is for clients above the age of 21, and the user is 18, the user will not be permitted to move forward and book the service. This will stop time slots being occupied by ineligible clients, and ineligible clients being charged.

Better integrations with video consultations
If physical presence is not required, a user can book a video consultation. Upon booking, they will receive a URL of the video room, which they can store. As a backup, the URL will still be sent to them via email.

Upsell / Cross sell
Having brought experts in the field, Pabau estimates a 21% increase in the average spend per head. Using our data of over several million visits, we have built tools to enhance the client experience, reduce bounce rates and give clients the opportunity to reserve product at checkout to be waiting there for them when they arrive in clinic.

Here’s what the flow will look like:

  1. User lands on the online bookings page;
  2. User selects a service group (former service master categories);
  3. User selects a service category;
  4. User selects a service;
  5. User types their location or let the web browser read it;
  6. Users sees a list of all the locations with the closest one being presented on top;
  7. User selects a location;
  8. User selects a staff member;
  9. User selects the most appropriate date and time;
  10. User is asked to sign up and log in;
  11. User is asked to reply to a mandatory medical form (a gatekeeper);
  12. If the medical form answers are accepted to user is asked to pay (if activated);
  13. An appointment is booked.

Goals

  • Smoother customer experience;
  • Improved integration of video consultations;
  • Service-centered approach to online bookings;
  • Filtering mechanism for ineligible clients for the service;
  • Order locations by closest in distance.