Like Family:
Improving the Booking
Cancellation Workflow
Like Family is an aged care and disability support startup based in Sydney, Australia that connects people of all ages and ability with social carers to improve well-being and reduce social isolation.
​
While interning remotely over the summer in 2022, I was tasked with improving the booking cancellation workflow and design. I played an active role alongside the senior product designer and head of product in the design, development, and implementation of a new booking cancellation system. Check out the "final" workflow and design created in Figma here!
​
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Like Family.
​
Information included does not reflect any real users or clients of Like Family.
SO, WHAT WAS WRONG WITH THE CURRENT WORKFLOW?
​
THE PROBLEM ​
​
When a client at Like Family wanted to reschedule a session, they had to go through the tedious process of cancelling their booking and then rescheduling. There were problems with this workflow, including:
​
-
Less engagement, less bookings: Sometimes, clients didn't reschedule their booking and would simply cancel given that it was the only option available. If they did reschedule, it took more time and energy: they would cancel, then have to go through the whole process again.
​
-
User frustration: If the client did follow the steps to reschedule their booking, they were sometimes met with frustration when finding that the social carer they wanted to book with was unavailable at their desired time.
​
The Like Family team was also not given enough insight into why clients were cancelling. This caused issues internally, including:
​
-
Incomplete data: When a client canceled their booking, they were not asked as to why they were cancelling. They had the option to fill out an optional free response text field, but other than that, the Like Family team was in the dark as to their clients' intentions surrounding cancellation.
​
-
Skewed data: Due to some clients cancelling and then rescheduling, the data was also skewed, as the data included clients who were rescheduling.
​
WHERE TO START?​
INITIAL RESEARCH
I reviewed open-text responses as to why clients were cancelling: I created a list of the top 10 reasons why clients were canceling by reviewing thousands of open-text responses shared by clients in the last 6 months. From there, we paired the list down to a succinct, clear, and concise list detailed in the images above.
I checked out cancellation workflows created by other companies: I wanted to see what competitors and other companies' booking, rescheduling, and cancellation workflows looked like. This helped familiarize myself with industry standards, appropriate verbiage, and inspired ideas on how we could build our own. With this secondary research, I created a Miro board with ideas and snapshots that the product team found quite helpful in producing a fruitful conversation around this topic.
BRINGING IT TO LIFE​
MIRO FLOWS & WIREFRAMING​
​
After conducting my initial research, I built out out some of the flows and wireframes in Miro. With buy-in from all Product team members, we produced several iterations and tested different flows.
​
Served Podcast Analyst Report by Emily Killam - Sept 2025.pdf