Rebuilding the booking flow agents actually use
Cutting a nine-field form down to a thirty-second task — and what it did to error rates on the CRM floor.
Draft outline — replace with the real story.
For years, every ride a CRM agent booked started the same way: a nine-field form, filled top to bottom, while a customer waited on the line. This is the story of how we cut that to a thirty-second task — and what it did to the numbers.
The form nobody admitted was broken
Set the scene. What did the old Request Ride flow look like? How many fields, how many tabs, how long did a booking actually take?
What the metrics were hiding
Talk about the real cost: booking time, mis-entries, the agents who kept a cheat sheet next to the keyboard. Lead with one number you can defend.
The redesign
The decisions that mattered — collapsing redundant fields, defaulting the obvious, surfacing the next action instead of the whole form. Show the before/after.
What changed
The outcome in plain terms. Booking time, error rate, agent throughput. Close on what you'd do differently.