Just as planned last month, the dev team now wrapped up a few inter-connected systems at the same time for a coordinated release.
Checkin / Checkout
Check in / out: Our top 2 causes of customer churn are punctuality and service quality (related to not staying the whole time) and the 3rd leading cause of provider churn is customer expectations. The new checkin/checkout feature, shown in receipt, integrated with a checklist, which should reduce provider cancellations, reschedulings, and increase service quality. When the provider checks in this is what they see:
- Perfect checkouts allow the provider to receive the money instantly. In the case of standard transfers, this means the money arrives a full day earlier in most cases. In the case of instant transfers, delays are essentially removed from the experience.
- To receive a “perfect checkout” the provider must both:
- Check in 15 min before or after the start time (a 30 minute window)
- Check out 10% before the end time or 2 hours after (a dynamic window based on the duration)
- If a provider doesn’t check in or out or both, the service is marked as an imperfect checkout and it’s up to support to push the charge and transfer though using the Charge button in Machina.
- Providers can be enrolled into checkin/out system via a toggle in Machina. If there is an ongoing appointment at the time of enrollment, that appointment however will not be altered.
Checklist
To better manage customer expectations, and to raise service quality, we have added a checklist to the receipt, viewable by both the provider and customer! Here is what the customer sees:
- For providers who have checkin/out enabled, the checklist is integrated into the checkin/out process. When checking in, the items turn into buttons. When checking out it will warn them if the checklist is incomplete.
Availability UI
Providers don’t always know what availability is, understand relationship between availability and income, input timeslots that are smaller than an average appointment, or receive feedback for positive or negative behavior around availability. There is now a widget to the availability UI that shows how much money the provider can make.
When they try to put in a short timeslot (useless timeslot) it will warn them before they submit it.
Bonus
- There is now a system-wide notification system, which is used extensively throughout this release to provide feedback, errors, and gamification!
- Fixed a bug where percentage discounts weren’t recalculated after changing the price of an appointment. We now reapply the discount. This should fix issues where fully discounted appointments sometimes change to cost money.