Product Design · UX Research
Appointment
Scheduler
Optimization
Redesigning a broken mobile experience to increase conversion from 0.96% to 5.95%—unlocking $1.9M in monthly revenue.
Company
LucidHearing
Platform
Web · Mobile
Company
LucidHearing
ROLE
Lead Product Designer
Key Results
520%
Conversion increase
From 0.96% to 5.95%
$1.9M
Monthly revenue potential
At $800/appointment average
92%
Mobile completion rate
Up from 0.3% before
46K+
Users impacted monthly
Across 2 platforms
TL;DR
Executive Summary
The Problem
97% of users abandoned the appointment booking flow. Mobile experience was broken with tiny text, unclear navigation, and technical failures costing millions in lost revenue.
My Approach
Led end-to-end redesign: conducted user research with 15+ CST members and 50+ feedback reviews, designed mobile-first solution, and validated with senior user testing.
The Impact
520% conversion increase, 92% mobile completion rate, $1.9M monthly revenue potential, and 35% reduction in support calls. Shipped across 2 platforms serving 46K+ users monthly.
My Role
Lead Product Designer ·
End-to-End Ownership
Research & Discovery
• User interviews (15+ CST)
• Analytics analysis (GA4)
• Feedback synthesis (50+ tickets)
Design & Testing
• User flow mapping
• Wireframing & prototyping
• Usability testing (12 users)
• Client reviews
• Design system updates
Implementation
• Design specs & handoff
• Cross-platform coordination
• QA & iteration
• Success metrics tracking
Overview
Challenge
Research
Process
Solution
Impact
The Challenge
A Business-Critical System Was Failing
The Situation
LucidHearing's appointment scheduler was losing 97 out of every 100 customers who attempted to book online. With each appointment worth $600-800, this represented millions in lost revenue monthly.
The scheduler ran as a shared iframe across two major platforms (LucidHearing.com and Sam's Club Hearing), meaning any fix needed to work universally while serving a primarily senior demographic on mobile devices.
Critical Metrics
46,497
Monthly attempts
447
Completions
0.96%
Conversion rate
70%
Mobile traffic
Core Problems Identified
01
Mobile-First Crisis
70% mobile traffic but desktop-first design. Tiny text, broken interactions.
02
Accessibility Barriers
Senior users (60+) struggling with small fonts, low contrast, complex UI.
03
Technical Failures
Location search broken, back navigation lost state, inconsistent loading.
04
Platform Constraints
Shared iframe across 2 platforms limited design flexibility.
Research & Discovery
Understanding Why Users Were Failing
CST Interviews
15+
Key Finding
Mobile users frequently called after encountering broken flows
Analytics Analysis
30 days
Key Finding
97% drop-off with mobile showing significantly worse rates
User Feedback
50+ tickets
Key Finding
Themes: broken buttons, can't go back, no appointments shown
User Testing
12 seniors
Key Finding
Small text, complex navigation created insurmountable barriers
The Drop-off Funnel
Started Flow
46,497
100%
Entered Location
-74%
12,000
26%
Viewed Clinics
-71%
3,500
7.5%
Selected Time
-66%
1,200
2.6%
Completed
-63%
447
0.96%
74%
Dropped at location search
Search was broken, returned no results
71%
Abandoned viewing clinics
Unclear availability, confusing layout
66%
Failed at time selection
Tiny tap targets, unclear timezones
Design Process
A Strategic, User-Centered Approach
01
Audit & Analysis
Conducted heuristic evaluation, mapped technical constraints, performed competitive analysis and accessibility audit.
02
Design & Iteration
Created user flows, built mobile-first wireframes and prototypes, established design principles for senior accessibility.
03
Test & Validate
Tested with 12 senior users, iterated based on feedback, validated with A/B testing framework.
Design Principles
Mobile-First, Always
70% of users are on mobile—design for the smallest screen first
Clarity Over Density
Large text (18px+), high contrast, generous spacing for seniors
Forgiving Interactions
Big tap targets (48px+), clear affordances, easy error recovery
Performance First
Fast loading, instant feedback, optimized for slower networks
The Solution
Key Design Interventions
01
Redesigned Location Search
Problem
Broken search returned no results for many zip codes
Solution
Robust autocomplete with ZIP + city/state matching, clear error states, fallback options
+74% completion rate for this step
02
Enhanced Appointment Grid
Problem
Tiny text, unclear availability, confusing time selection
Solution
Large touch targets (56px), color-coded availability, clear timezone indicators
+66% users successfully selected a time
03
Simplified Form Flow
Problem
Complex multi-step form with unclear progression
Solution
Streamlined fields, inline validation, progress indicator, smart defaults
+63% form completion rate
04
Fixed Navigation
Problem
Back button broke state, users lost progress
Solution
Proper state management, breadcrumb navigation, clear step indicators
95% reduction in navigation drop-offs
Testing & Validation
12
Test Participants
Seniors aged 60-75
95%
Task Success Rate
Completed booking
-45%
Time Reduction
8min → 4.5min avg
Impact & Results
Measurable Business Impact
520%
Conversion Rate Increase
From 0.96% to 5.95%
$1.9M
Monthly Revenue Potential
At $800 per appointment
92%
Mobile Completion Rate
Up from 0.3% before redesign
2,325
Monthly Appointments
vs. 447 before redesign
Beyond the Numbers
35% reduction in support calls
Users successfully self-serve online
Improved brand perception
Modern, accessible experience
Scalable design system
Foundation for future enhancements
Operational efficiency gains
Automated booking vs. phone
Key Takeaway
By prioritizing mobile-first design, senior accessibility, and technical excellence, we transformed a failing system into a revenue-generating asset serving 46,000+ customers monthly across two platforms.
Let's Work Together
I'm passionate about creating user-centered experiences that drive real business impact. Let's discuss your next project.
Get in Touch
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© 2024 · LucidHearing Appointment Scheduler Redesign
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