CASE STUDY

The challenge

The company’s customers want the ability to set a maximum number of events, globally, regardless of event type (one-on-one, group, time interval), to avoid over-scheduling. 

 

Currently, customers can only set a maximum number of events when they create or edit an event type. 

Strategizing to find a solution

1. Review customer requests in the Customer Help Ideal Portal and the responding comments from other users.  

2. Research competition to see if this is a solution other companies have addressed or if this will give Calendly a competitive advantage. 

3. Validate solutions to ensure they work for users.

4. Use all available time to iterate solutions.

Gathering user insights

I did a competitive analysis of a couple of Calendy’s direct competitors to discover if the requested feature is offered in their products. I determined that the feature to set a maximum events per day is not offered by Doodle, Youcanbook.me, or CozyCal

Research

Without access to current users, I gathered data from the user comments in the Ideal portal to better understand user’s motivation and pain-points. I also reviewed the supporting comments to the original user’s feature request to better understand how this feature request would impact other users.

User Flows

To better understand how the existing system works, I created a user flow, a visual representation of the path the user can follow to achieve a goal, to evaluate what about the current flow creates friction and what needs to change.

Analyzing the results

I like to start the design process with paper sketches. to quickly iterate through design options and immediate feedback. I mostly focus on the interactions that will allow the user to accomplish their goals.  It’s also a faster way to communicate and validate design changes throughout the design process.

My solution

I added a global settings feature to the dashboard to allow users to make changes that will be saved to all user’s event types.

Users can now specify their global availability and it will save across all event types.

Users can enter the hours they are available for attendees to schedule events, enter multiple availability intervals, and indicate if they unavailable on certain days of the weeks.

Users can limit their availability including the maximum number of events they which to allow attendees to schedule daily, weekly, and which days to apply the maximum, globally, for all event types. 

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© 2020 by Angel Banks