Thumbtack — Project details redesign
Context
Thumbtack is currently pivoting to a booking experience, where customers have access to pro’s calendars. However much of Thumbtack’s existing flows are legacies of our contact-first experience, where customers can reach out to as many pros as they want and have conversations before choosing a date and time.
User problem
Customers didn’t feel confident that the pro they chose was actually booked. They also didn’t know what to expect after a booking had taken place, and what to expect when the pro arrived at their home for the job.
Additionally, for service calls, customers don't know exactly what to expect with a service call and when/how they will get a final price.
Business problem
73% of cancellations happen on the same day as they’re booked. We want to reduce customer cancellations by improving trust and setting expectations after a booking was made.
Hypothesis
We can provide customers with more confidence in the booking, set better expectations, and drive next steps before the job by redesigning the Project details page as a booking confirmation hub.
Process
Content audit: I identified all the existing elements of our existing project details page (which wasn’t much!).
Content hierarchy: I then laid out our existing elements with the new informational content elements we’ll need to make our redesign more robust with the information customers would be look for.
I also identified what content elements needed to be more visually elevated. I worked with my product designer to choose a design that would very clearly tell the customer they had a booking at first glance, and then use an intuitive flow to help them find the rest of the information or actions they were looking for.
Impact
This project was successfully shipped, as same day cancellations went down by 8%. We also increased overall engagement with this project details page by almost 48%! 🚀
