Overview
Fidelity had several disconnected appointment scheduling systems, creating inefficiencies for associates, advisors, and clients. Coordinating meetings—especially those involving multiple advisors—was cumbersome and inconsistent across business units.
I designed a unified and intuitive scheduling experience that streamlined the booking process across roles. I introduced joint scheduling for multi-party meetings, redesigned critical navigation elements, and led the design sprint to align stakeholders and accelerate delivery.
Research
Design
Led the 2024 Scheduling Design Sprint, collaborating with developers, PMs, and business stakeholders to rapidly prototype and converge on a scalable solution.
Streamlined the experience into a single interface for associates to view, schedule, and manage appointments
Designed a Joint Scheduling Interface that enabled clients to book meetings with two advisors in a single step, synced to both advisors' calendars.
Improved CTA and Navigation across the interface, making scheduling flows faster and easier to use.
Results
Enhanced User Experience: Clearer navigation and smarter scheduling logic reduced user friction and support overhead.
Increased Operational Efficiency: Advisors and associates spent less time coordinating appointments, thanks to simplified multi-party scheduling.
Reduced drop-off rates:
The total number of appointments booked increased by 70%
