Core Scheduling
Simplifying Calendly’s core scheduling workflows to improve feature discoverability, contributing to a 6% reduction in churn.
Role
Staff Product Designer
Team
Myself, Product Managers (2) Senior Product Designers (2) Software Engineers (16)
Overview
I led multiple projects focused on simplifying Calendly’s scheduling workflows
The business problem
78% of new revenue (~$87M/$112M) was offset in 2023 due to customer churn. Users reported not finding enough value in the product to continue to pay for a subscription.
Company goal
Reduce churn and increase conversions to paid plans by addressing key user pain points, specifically targeting individuals in teams of 1-20.
Understanding the problem
Analyzing usage data and user feedback to understand low retention rates
By analyzing product usage data, reviewing support tickets, conducting user surveys, and performing moderated user interviews, I uncovered key insights into unmet user needs.
2/5
Of top features request were live
Pointing to low discoverability
5%
Feature usage of customizable links
One of top feature requests
3%
Feature usage of meeting polls
One of top feature requests
63%
Users unaaware of ability to share specific time slots
The majority noting it was highly valuable
Takeaway: Valuable, advanced scheduling and sharing features had poor discoverability.
Solution: Part 1
Improve the discoverability of key scheduling features
Product Audit: Assessing issues with current scheduling features
Calendly offers five different "scheduling link" options, many of which have confusing names and hidden creation points, likely contributing to discoverability issues.
Architecture Updates: Simplifying scheduling links
To simplify scheduling options, I consolidated the 5 types of scheduling links to 3 and updated naming conventions based on user feedback. Doing so did not remove any current functionality.
UI Updates: Organizing scheduling features
To enhance discoverability, I added tabs for single-use links and meeting polls under the new “Scheduling” page. To clearly differentiate types of scheduling links, I consolidated scheduling link creation entry points to a single button, which opens a drop down menu detailing the benefits of each type of link.
Testing the new architecture & assessing feature value with users
Validated an increase in discoverability
Validated value of single-use links and meeting polls
Validated usability of accessing all three link types (15/16 users completed the task given)
16
Users tested via moderated user interviews
7
Users thought we had added new features
56%
Users with use cases for single-use links and meeting polls
Solution: Part 2
Enhance sharing features to increase user value
Product Audit: Evaluating problems with the current sharing experience
“Add times to email” and “customize & share” were features that were not discoverable, but rated as highly valuable by users
Design: Rethinking how users are expose to sharing options
I updated the visual and interaction design of the meeting type component to improve discoverability of “add times to email”, highlight a new option to send availability directly from Calendly, and ensure nomenclature alignment with user mental models.
Component updates: Meeting type cards (aka scheduling links)
Cross-platform Implementation: Mobile app and web extension
I then worked with product and design partners responsible for the mobile app and extension to implement the scheduling and sharing updates across the mobile app and the web extension.
Final Experience
Calendly's new homepage - making finding advanced scheduling features and sharing links easier than ever
Impact
Reduced churn and optimized workflows
6%
Reduction in user churn
One quarter after launch
3%
Reduction in navigation for advanced scheduling workflows
From 6+ to 3 clicks