Case Study

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The goal was to create a mobile-optimized platform that enhances the experience of all referred leads and boosts tour scheduling rates. As more users rely on mobile devices, we aimed to create an intuitive and seamless experience, catering to their self-service preferences. Despite a strong preference for self-service, low tour scheduling rates persisted due to a lack of a mobile-friendly interface.

• Poor User Engagement: Users struggled to navigate and schedule tours on mobile devices. 
• Unclear Calls to Action: Without prominent CTAs, users found it difficult to take the next step. 
• Frustrating Experience: The mobile experience didn’t meet user expectations or needs.
   

Our strategy focused on creating a mobile-first, user-centric experience with a clear path to tour scheduling and follow-up. Key actions included:

• User Research: Gaining insights into how digital referral leads interacted with the platform. 
• Mobile-First Design: Prioritizing mobile experience to enhance usability and accessibility. 
• Streamlined Journey: Simplifying the process for users to schedule tours.

• Mobile-Optimized UI: Clean, responsive design that prioritized ease of navigation. 
• Simplified Navigation: A bottom navigation bar provided quick access to key functions. 
• Visual Hierarchy: Clear headings and ample white space for easy readability. 
• Prominent Call to Action: Clear and compelling CTAs on every relevant page. 
• One-Tap Scheduling: Reduced friction with one-click tour scheduling. 
• Follow-Up Prompts: Automated reminders kept users engaged post-scheduling. 
• Self-Service Features: Empowering users with personalized recommendations and easy access to senior living advisors.

• 35% Increase in Tour Scheduling Rates: A significant rise in bookings within the first three months. 
• Higher User Engagement: Positive feedback on the ease of navigation and clarity of CTAs, leading to more engaged users.

• Expand Personalization: Continue to refine tailored recommendations and resources based on user preferences and behavior.