product design

Psychic Cloud | Boosting Revenue with Schedule & Appointment

Psychic Cloud | Boosting Revenue with Schedule & Appointment

Psychic Cloud | Boosting Revenue with Schedule & Appointment

Role

Product Designer

team

1x Product Manager

1x Product Designer

1x Engineer

3x External Developers

Product

Psychic Cloud Mobile App

time

2023 Apr-Aug

Overview

Overview

Overview

Psychic Cloud is a social platform connecting users with psychics for readings. Initially, users could only call psychics when they were online, leading to frustration and missed opportunities. To address this, we introduced a Schedule & Appointment feature, maximizing psychics' availability, transforming the experience for both psychics and users, and boosting revenue.

The Problem

The Problem

The Problem

While the Schedule & Appointment feature might seem simple, it presents challenges due to specific business requirements.

" We aim to allow users to choose the Start and End time of an appointment, enabling them to book short or long readings based on their needs.

" We aim to allow users to choose the Start and End time of an appointment, enabling them to book short or long readings based on their needs.

" We seek to maximize psychics' schedules, ideally allowing them to start another appointment after a five-minute break from the last one.

" We seek to maximize psychics' schedules, ideally allowing them to start another appointment after a five-minute break from the last one.

Research

Research

Research

How do competitors handle appointment booking?  

How do competitors handle appointment booking?  

To understand the landscape, I examined competitors offering similar appointment services to see how they manage their scheduling and appointment processes.

How do psychics handle their calls?

How do psychics handle their calls?

I interviewed our contracted psychics to understand their call-handling habits.

" Psychics stated that it's reasonable to have a 10-15 minute break between each call to take notes, get water, and prepare for the next call.

" Psychics stated that it's reasonable to have a 10-15 minute break between each call to take notes, get water, and prepare for the next call.

" Psychic mentioned that client calls typically range from 10 minutes to an hour. They try to wrap up a call within 5 minutes when they have upcoming tasks and appointments.

" Psychic mentioned that client calls typically range from 10 minutes to an hour. They try to wrap up a call within 5 minutes when they have upcoming tasks and appointments.

" A common sentiment among psychics was that while revenue is based on call time, it can be stressful when users extend calls without a set end time.

" A common sentiment among psychics was that while revenue is based on call time, it can be stressful when users extend calls without a set end time.

Design

Design

Design

Iteration #1:
Let users pick Start and End Time freely.

Iteration #1:
Let users pick Start and End Time freely.

Iteration #1:
Let users pick Start and End Time freely.

In the initial design, I applied a selection wheel for users to freely pick the Start and End Time to meet business requirements. However, this approach presented several problems:

When psychics' schedules are irregular, asking users to select any time from this irregular schedule can be overwhelming.
Development complexity increases as the system must check appointment times against psychic availability without a clear pattern.
Allowing users to set start and end times freely can create high cognitive load due to endless options.
Different user preferences for appointment times can lead to more idle time in psychics' schedules.

Iteration #2:
Provide options for appointment duration.

Iteration #2:
Provide options for appointment duration.

Iteration #2:
Provide options for appointment duration.

I proposed a new design to address the issues from iteration #1:

To balance flexibility and structure, I created fixed-duration options based on user data. The system would generate time slots based on the selected duration, easing the burden on users and developers.
Options ranged from 15 minutes to 2 hours, with intervals of 15 minutes. The team decided to deploy this approach for the MVP and refine it based on user feedback.

Final Design of MVP

Final Design of MVP

Final Design of MVP

The final design included the addition of timezones to help users choose appointment times confidently. Payment and confirmation were linked to the original payment mechanism but were not demonstrated in the prototype.

From the Psychic tab, users browse and select psychics who they feel are the best fit, then book appointments directly from the psychic's profile.
Offering flexible duration options while maintaining control over the psychic's schedule, and easing development challenges.
Included a time zone selection at the bottom for users to consult when picking their appointment time, useful for travelers or those with specific scheduling needs.

Outcome

Outcome

Outcome

The team's mantra was "Break things, move fast." We swiftly handed over the design to development to gather data from users and psychics. To evaluate the success and impact of the new appointment feature, I would monitor the following metrics:

Increase in total call time:
This would reflect how effectively the appointment feature helps users connect with psychics, potentially leading to increased app revenue.

No-show/cancellation rate of appointments:
Evaluating this metric would help understand the impact of the appointment feature on the growth of total call time.

Lower idle time rate on psychics' schedules:
A decrease in idle time would indicate that the appointment feature helps psychics maximize their availability on the app and increase their profitability.

Completion rate of booking appointments:
This metric would help identify any errors or obstacles during the appointment process, allowing us to make necessary improvements.

Selection rate of duration options:
By analyzing users' preferences for appointment durations, we can adjust the available options to better suit their needs.

avril wong © 2024

avril wong © 2024

avril wong © 2024