1. Make Booking a Primary Agent Action
Appointment booking was introduced as a prominent homepage action, giving agents a direct path from customer enquiry to inspection request. Agents could start a new booking quickly and choose between requesting the earliest available slot or selecting a preferred date and time.
2. Capturing Accurate Inspection Locations
The booking flow collected the information BST previously had to gather manually, including vehicle details, estimated value, car registration number, customer contact, person in charge, asking price, and inspection location. For outbound inspections, I designed a dedicated “Your Location” flow where agents could use current location or manually enter the customer’s preferred inspection address.
3. Setting Expectations After Submission
On-demand inspection requests could not always be confirmed instantly because inspector availability depended on location, schedule, regional coverage, and appointment capacity. Instead of overpromising, the flow introduced clear appointment states so agents could track inspection progress directly.
4. Explore live appointment visibility for later phases
For later phases, we explored surfacing appointment status directly on the CARAgent homepage. Agents could see whether an appointment was being processed, confirmed, or blocked by inspector availability, then take the next best action.
