Improving the booking experience for first time app users

With the ZAVA app, patients can book appointments and speak to a doctor via video consultation. Our research showed that users want to know if an appointment is available at their desired time before registering. So that is how we built it.

The problem

The drop-off rate from the appointment preview to the registration screen seems relatively high.

Why we think that is the case

We tell users to confirm their appointment in the current flow but then show them the welcome screen in the next step. One explanation for the high drop-off rate could be that this flow leaves the impression that the appointment selection hasn't been successful, and the user has to go through the flow again after registration.

Our hypothesis.

Telling the user on the CTA that they have to register to book as the next step and removing the welcome screen will reduce the drop-off rate.

How we are going to improve the flow

• CTA: We tell the user on the CTA what will happen in the next step

• Removed screen: The user lands directly on the registration screen