The Appointments Task Flow

To simplify scheduling appointments, I mapped out two distinct user journeys, each with its own endpoint, tailored to customer preferences and behavior:

• Contactless Appointments – directs users straight to the client’s Carwise page, providing a fast, online-first option for customers who prefer minimal interaction and maximum convenience.
• In-Person Appointments – guides users to a customized form on the website, ensuring the shop collects all necessary details before the visit, streamlining in-person interactions and reducing back-and-forth communication.

By designing these dual workflows, the site now funnels users efficiently to the appropriate endpoint based on their needs. This approach reduces confusion, shortens the scheduling process, and ensures both customers and the shop experience a smoother, more predictable interaction. The accompanying flowchart visually demonstrates how these journeys guide users seamlessly from entry to appointment confirmation, aligning the digital experience with real-world preferences.

Wireframing the experience

With the key insights in mind, I began translating ideas into tangible layouts. The wireframes allowed me to focus on functionality and flow without getting distracted by visuals — ensuring every screen had a clear purpose.

For B&J Body Shop, their history and process aren’t just background details, they’re the heart of the business. The shop has built its reputation over decades in Cordova, and they’ve refined a repair process that customers trust. When designing their new site, we made sure their story had its own space to shine. The dedicated page walks visitors through the shop’s beginnings, their passion for cars and having a shop that is reliable, and the step-by-step care they put into every job. Clear visuals, simple navigation, and a layout that flows like a conversation help customers connect with who they are and why they do what they do.