The problem: Retailers and banks are faced with the growing need to increase foot traffic in brick and mortar locations, reduce operational costs, and increase profitability. Appointments and events are proven vehicles for increasing conversions, thereby delivering true return-on-investment.
Enterprises that have recognized this are moving faster than ever to deliver personalized experiences that deepen customer relationships and boost lifetime value. The results? A new competitive advantage over eCommerce players like Amazon!
So today we’re introducing Adaptable Journeys – customer journeys built to maximize bookings.
How Adaptable Journeys came to be
We’d been thinking about the concept of Adaptable Journeys for a long time at JRNI.
The idea came about from seeing a regular challenge across our customer base. Our customers indicated that they wanted to be able to move faster to offer new services, whilst having increased control for the day-to-day management of appointment, event and queuing services.
These new services were critical to engage customers more, and deliver superior in-store experiences. And they wanted a platform that offered just that - agility to add new services, self control through an admin interface, and personalized to reflect their branding. The bespoke journey concept was a limiting factor in its flexibility, speed, and self-management capabilities.
After analyzing more than 70 million bookings, we concluded that a large percentage of journeys followed a similar customer booking flow and design. So, we built a configurable catalog of pre-designed customer journeys with the goal of increasing bookings for appointments, events, and queues. The catalog includes a variance in design layouts, the performance of the customer flow, the way data is captured from the customer, and how they performed on mobile and tablet.
Meet Adaptable Journeys 🤩
Every enterprise wants to build an experience for their customer that is unique and aligned with their brand. It was crucial that JRNI could deliver on this while maintaining the goal of fast implementation.
With 18 unique layout options, and 50,000 different design permutations to offer tailored customer booking experiences, Adaptable Journeys offers a seamless customer booking experience which offers:
- A fast implementation
- A reduction in total cost of ownership
- Maximum flexibility for our customers to add and edit existing services in real-time
With unique designs at each step of the booking flow, fully-tested to WCAG 2.0 Level AA accessibility standards, and optimized for tablet and mobile use, our first wave of customers with adaptable journeys have already experienced high conversion and improved customer experience.
Powerful brand personalization
Adaptable Journeys offer tailored customer booking experiences via a vast catalog of templates. The entry to the booking flow and journey steps are configurable, enabling customers to customize the journey's service, style, and branding to meet their needs.
It's safe to say that Adaptable Journeys suit a vast array of business needs AND reduce the time it takes to go-live!
The number of website accessibility lawsuits filed in federal court rose to at least 2,258 in 2018, up from 814 in 2017 — almost tripling year-over-year. Accessibility has become a core requirement for any brands’ online service, and testing for compliance can be costly and time-consuming.
Adaptable Journeys are fully tested to WCAG 2.0 Level AA accessibility standards so our customers can proudly make their services more accessible to people with disabilities. Accessibility involves a wide range of disabilities, including visual, auditory, physical, speech, cognitive, language, learning, and neurological disabilities.
Full admin control
The overall management of the journey has now shifted to the hands of the admin user.
Through our new staff experience - Studio - admin users have the ability to create new, edit, and update services. These changes instantly reflect in customers’ live booking journeys, which eliminates the need for costly technical resources that are traditionally required for creation, implementation, and ongoing maintenance of bespoke journeys.
Lower total cost of ownership
Delivered in a software-as-a-service model, once implemented, our customers no longer experience additional maintenance costs for management, upgrades, and changes to their booking journeys. This results in an immediate reduction in total cost of ownership by selecting Adaptable Journeys.
Mobile and tablet ready
Mobile internet usage has worked its way into the daily life of smartphone and tablet users so all consumers can access information on the go.
As of February 2019, mobile devices accounted for 48 percent of web page views worldwide. As we move to a mobile-first market, it was an essential requirement for our Adaptable Journeys to offer a fully responsive experience across mobile, tablet, and desktop. Our continued testing across all modern browsers gives our customers peace of mind knowing they can fully support all customer engagements across all devices.
Built-in events tracking ensures customers can integrate with third-party analytics platforms, like Google Analytics, to unearth powerful insight into the performance of their booking journeys.
Customers can now track metrics like:
- Time on page
- % of visitors that convert
- The drop-off rate of each journey
- The source that customers entered from
This additional data helps customers optimize their booking flow to increase conversions.
Another important factor for new customers selecting JRNI is the ability to quickly implement and see immediate returns from launching booking services.
The benefit of having a set of pre-configured templates is that the implementation time is now reduced to weeks, rather than months. Ultimately, this means faster implementation, faster return on investment, and an immediate improvement to customer experience.
The future is ours
This is just the beginning. Are you ready for what’s next? 😁
Our team is hard at work on more capabilities for Adaptable Journeys that increase conversion and create personalized, value-added experiences for consumers. The software-as-a-service delivery model means customers have instant access to new features and enhancements throughout their lifetime with JRNI.
Want to learn how Adaptable Journeys can support your omnichannel engagement strategy? Book a demo with an expert from our team today!
September 23, 2019
3 minute read