Appointment Reminders for Advice Sessions
The main goal of the text messaging system was to reduce missed appointments by 6%. It could also be used to remind clients about any important information or documents they need to bring to their appointment which would save time and reduce the need to book followups. No shows were a particularly key issue with debt advice appointments. People who are already struggling to keep on top of finances were in need of an easy reminder system so they didn't have to manage this themselves.
I worked with the team to test and improve the user journeys and the design. My work ensured that advisers have a simple and cohesive journey. Launched to early adopters in March the text message reminder system has already been shown to reduce no shows by 3%.Read more