Booking and Cancellation Flow Audit for a Service Business
Walk through booking as a customer and find friction.
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Audit my booking flow. The steps from finding availability to confirmation, reminders, and cancellation, with the wording of messages: [BOOKING_FLOW]. No-show and cancellation numbers: [ATTENDANCE_NUMBERS]. Customer complaints: [COMPLAINTS]. List every step and the number of clicks or messages, the information required, and the confirmations sent. Identify unclear wording, missing confirmation, too many fields, policy surprises, and difficult cancellation. Calculate the no-show rate and the share of late cancellations with the arithmetic. Make a table with Step, Friction, Effect, and Fix. Rewrite the confirmation and reminder messages in under 60 words each and propose a simple cancellation policy statement. Mark points about consumer law and payment terms as [VERIFY] so I can check them with an adviser. Add a worked flow count: 7 clicks and 12 fields to book, a confirmation email with no cancellation link, and a reminder 24 hours before; no-shows 11 of 120 (9.2 percent); propose cutting fields to 6, adding a one-click reschedule link, and moving the reminder to 48 and 4 hours. Provide the revised confirmation text of 60 words.
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