A Scalable Toolkit for Seamless Expert Scheduling
Lead Designer | Q3 2024
Role
As the lead designer on this project, I took scheduling from conception to implementation, owning research, customer interviews, visual design, testing, and handoff.
The challenge
Deliver a modular toolkit for a streamlined, universal scheduling experience that will improve retention among customers who book expert consultations and bring the experience on our platform, eliminating gaps in the customer experience and making the feature available for consumption among LZ-wide teams.
Background
Consultations are how customers connect with experts who help them file taxes, get legal help, file patent applications and more.
The LegalZoom consultation experience varied across product lines, creating a disjointed customer experience, making it inefficient when other teams needed to add consultation support for their product areas. The redesign needed to create a streamlined, predictable, and universal scheduling experience for customers.
For the business, we needed to support internal teams to quickly set up scheduling experiences using our modular toolkit. This meant bringing the expert interaction on platform to save experts’ time and eliminate reliance on a 3rd party tool.
Project highlights
Find the right expert to help
A simpler way to see who is available and when.
Add people involved in your legal matters
A streamlined way for experts to ensure no conflict of interest.
Attach important documents
Add files quickly and easily to get to scheduling sooner.
A modular component library
Lets internal teams leverage scheduling building blocks to quickly create their own custom flows
Faster flows
This redesign simplified the scheduling experience from 6-10 screens to 2-4 screens across 6 LZ products. We expect to see an improvement in retention rate of 15%.
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To best understand the problem space, I took a look at best in class scheduling experiences to pull inspo from successful examples.
I looked at scheduling flows like Tock and Resy, along with comforting and encouraging platforms like Little Otter and Headspace. -
I interview 10+ customers to better understand what makes scheduling easier. I found simplicity, efficiency, and setting clear expectations made for the best experience.
I met with customers to discuss both scheduling generally and also to test design variations. -
I look this project from low-fi iterations for a tax specific consultation flow to a polished, modular component library for other teams to use. There were lots of sketches, figjams, and high and low fidelity iterations along the way.
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The final deliverable for this project was a system that could easily be used as we have increased needs for scheduling as our product library expands.
It’s made it incredibly efficient to embed scheduling into new products through the use of the component library.
Process
This is just a glimpse behind the scenes, I’m happy to share more details upon request.
Results
This project brought unity to scheduling by eliminating disjointed experiences across product lines in favor of a unified scheduling system launched in November 2024 for 6 LZ products. We expect to see an improvement in retention rate of 15%.
The new experience allowed for migration off 3rd party tools and moved scheduling into myLZ, increasing expert efficiency by 4x. Built fully with Negroni components, the experience is efficient to plug and play when other teams need to add consultation support for their product areas.