Overview
The goal: a clearer, faster path from “my appliance is broken” to “engineer booked”—higher online conversion, and less load on the call centre.
- UX audit of the existing form to identify drop-off points and friction
- Simplified, step-based booking flow with progress indication
- Headless, API-driven content allowing 100% Google page speed scores
- Smart appliance/model lookup to reduce manual data entry
- Mobile-first redesign for on-the-go bookings
- A/B testing and reporting for optimal form flows
Tech stack
BOOK A REPAIR WITHOUT THE HOLD MUSIC.
Objective
Redesign and develop Appliance Hero’s online Book a Repair website to remove friction and shift volume from phone bookings to online, across a multi-branded appliance estate (Hotpoint, Indesit, Whirlpool and more) serviced by Hotpoint engineers.
Craft
We started with a UX audit to find drop-off points, then rebuilt the journey as a simplified, step-based flow on a headless, API-driven front end—hitting 100% Google page speed scores and iterating with A/B testing and reporting.
Impact
Higher online booking conversion—and a lighter call centre.
A clearer, faster path from “my appliance is broken” to “engineer booked.” More customers self-serve online, with reduced call centre load across the Hotpoint-serviced brand estate.
Step-based booking
A simplified, guided flow with progress indication that replaces a long, opaque form.
Smart model lookup
Appliance and model search that reduces manual data entry and wrong-product errors.
Headless & fast
API-driven content and a mobile-first build allowing 100% Google page speed scores.
“They took the time to deeply understand users of our service, and crafted the web experience to match.”
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