Case study · Mobile commerce
Optimizing uBreakiFix's repair scheduler for an 8% lift in appointments
Redesigned the uBreakiFix booking flow by listening to customers, analyzing funnel drop-off, and addressing what was holding them back from booking and showing up in the store.
Background & context
Asurion's uBreakiFix stores were struggling to turn digital interest into in-store revenue. Customers were starting the booking flow but dropping off before completing an appointment, and even those who did book weren't always showing up. The business goal was clear: make stores more profitable by driving more paying customers through the door.
The goal was to redesign the end-to-end digital booking experience to drive more in-store visits, reduce no-shows, and improve conversion — including an early exploration of remote repair as a new service model.
Finding where the funnel broke down
We needed to find where the funnel was breaking down, run A/B tests to fix it, and improve both digital conversion and the share of booked customers who actually showed up and paid.
How we got there:
- Competitive analysis
- Review funnel drop-off
- A/B testing
- Brainstorming workshop
What we learned
Customers were looking for pricing
Without pricing information, customers were hesitant to commit. We tested several variations and landed on a simple pricing display that reduced uncertainty and improved booking rates.
Customers wanted to provide more info
The original design limited customers to selecting a single issue. By allowing multi-select and adding a comment box, we gave customers the ability to better describe their situation — and saw a lift in conversion as a result.
Preview the experience
An interactive walkthrough of the booking flow, screen by screen.
Bonus: Design system contribution
The layout we built for this flow — content on the left, a persistent summary on the right — turned out to be bigger than this one project. It became a core template in our design system, reused any time a team needed to build a guided, step-by-step experience.
We boosted appointments by 8% after extensive A/B testing and customer feedback — a team effort across design, engineering, and research that played a real part in helping the business hit one of its core objectives that year.