Online Scheduling System

This project focused on redesigning and enhancing the old OSS (Online Scheduling System) to improve usability and streamline the appointment booking experience for customers.

Problem Statement

Solution

Customers need a fast, intuitive, and reliable way to schedule car service appointments online. The existing OSS uses old components, is difficult to navigate, and lacks clear guidance, leading to frustration, abandoned bookings, and increased calls to dealers. As well as, dealership locater opens to a long confusing page

Redesign and enhance the OSS system to provide a streamlined, user-friendly scheduling experience. The new system simplifies appointment selection, clearly communicates available time slots and services, and ensures users can complete bookings efficiently.

Goals

High-Level Requirements

Enhance the overall look and feel of the OSS experience for users
Create a fast experience where users can quickly input their information and book an appointment
Redesign the find a dealer page so users are able to locate and choose which dealership they want to go to

Users should be able to select and change the dealership location
Users must be able to view available service times and select preferred slots.
Users should be able to select multiple services if needed (e.g., oil change + tire rotation).
Confirmation page should be clear and have the ability to add appointment to calendar

Overview

Design Process

Ideation and Wireframes

During ideation, we focused on simplifying the scheduling experience. We explored updated interaction approaches that better aligned with current usability standards and our design system. We also looked at maps and find a dealer during a competitive analysis to improve our dealership locator.

I created wireframes to explore different layouts for service selection, time-slot browsing, and appointment summaries. The designs prioritized clear information hierarchy so users could quickly understand fill out the fields and options. We also considered edge cases such as unavailable time slots, service conflicts, and form errors. The wireframes were shared with stakeholders and developers for feedback and feasibility alignment before moving into visual design.

Iteration and Visual Design

Based on internal feedback and technical discussions, we moved into high-fidelity visual design. we iterated on layout, typography, and component usage to create a clean and structured interface that guided users naturally through each step of the scheduling process. The previous dealership locator was a full-page experience, which we redesigned into a shorter, more concise modal to streamline the interaction. As well as this provided a scalable solution and the modal was reused on multiple pages throughout the platform.

The scheduling page was refined interaction details such as selection states, error messaging, and confirmation feedback to make the system more transparent and user-friendly. Responsive design adjustments were made to ensure the flow worked seamlessly across desktop and mobile devices, with touch-friendly controls and optimized spacing for smaller screens. All visuals followed brand guidelines and leveraged the updated design system to maintain consistency and scalability.

The result was a modern, polished scheduling interface that improved clarity, reduced friction, and made booking a car service appointment feel quick and effortless.

Old Dealership Locator

Redesigned Dealership Locator

Redesigned OSS