Our Goal
The existing booking flow is complex and inefficient. It involves a 3-step process with multiple sub-steps, slow loading times, and unclear confirmation messages for bookings.
Step 1
Pain Point 1
3 main steps with multiple sub-steps, resulting in long loading times
Solution 1
“Progressive Disclosure” to reduce cognitive load & improve speed
Step 2
Pain Point 2
Not accessible and inclusive for everyone
Solution 2
Promoting accessibility (WCAG) & inclusivity
Step 3
Pain Point 3
Lack of clear confirmation, and information
Solution 3
Spread awareness about available services & managing expectations
Research
7 in-depth stakeholders interviews, including interviews with former counselors and counseling managers, all within a short time frame of one week to understand their perspectives.
Attended and presented at FEC’s quarterly meeting, conducting polls with 60+ counselors to gain insights into their perspectives and common challenges reported by their clients
Distributed anonymous surveys directly with clients and analyzed annual digital performance reports provided by FEC to gather insights into pain points, device usage, and other statistics.
Findings From Our Research
The process was confusing and time-consuming, with unclear progress indicators and long loading times.
Many users weren’t sure if their booking went through due to lack of confirmation or feedback.
Mobile users especially struggled with form readability and navigation.
Accessibility issues such as low contrast and small touch targets created additional barriers.
Financial services are often misunderstood, causing misaligned expectations among users
Key Insights
1
Access via mobile device
80%
2
Non-English speaker clients
37%
3
Older adult clients
20%
User flows
Before
After
8+
User Testings
50%
aged 55+
Features & Iterations
Client’s Feedback!
In conclusion, revamping FEC’s financial counseling scheduler has successfully improved service awareness, usability, and accessibility.
We received enthusiastic and positive feedback during the final presentation, which highlighted the design’s intuitive navigation, simplicity, and effectiveness in addressing previously overlooked challenges. The audience was particularly impressed with our detail-oriented approach and efficient execution, expressing excitement about implementing the design.
Final presentation
Review from the First Deputy Comissioner
Overall, the project not only exceeded their expectations but also provided a valuable solution that saves time and resources, creating a meaningful impact for both the client and their users.
Our clients not only plan to implement our design solutions to the financial counseling scheduler but also intend to apply this approach to other scheduling processes across their entire services.
