A key constraint was that we couldn’t change the order of the booking steps, so pushing upsells to appear after the user had selected an appointment time, which would likely improve retention, was a no go.

Instead, I redesigned the flow to create a sense of momentum, so users would be motivated to continue through to checkout.

A progress bar broke the process into digestible steps, addressing customer feedback that the flow “felt long.” I added directional arrows and clearer labels to help users parse options faster.

To the upsell stage, I added rich product data that surfaced context like price, benefits, images, and clearer CTAs to encourage cart additions.