Technician Tracker
Neighborly | 2026
Impact
Increased engagement during high-intent moments
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7% of users interact with service recommendations while waiting
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4% save/bookmark services for follow-up after the appointment
Context & Goal
Post-booking journey
After booking, customers use the Technician Tracker to follow their appointment in real time across key statuses.
This created an opportunity to surface upsell services during a stage where customers frequently revisit the page.
Opportunities
Current design
Behavior showed low engagement with elements like the truck image and certain tracker states. We simplified the experience to focus on “On the way”, highlighting what users care about most—ETA and technician status.
New Design
Advancing the Technician Tracker
Simplified the tracker to show only the current status instead of all steps, reducing visual noise. Collapsed secondary content and removed non-essential elements to keep focus on the map, ETA, and relevant offers.
Impact
Real Usage
Validation
Contextual services turned a passive waiting moment into a discovery opportunity. 7% engaged with recommendations, with 4% saving services for later, showing meaningful intent.
Challenges
Acceleration with AI & Next Steps
The CIO needed something tangible to show the CEO, and engineering had concerns around feasibility, especially with delayed content and motion. Instead of trying to explain it, I used Figma Make to quickly prototype the experience and show how it actually works in context.
That shifted the conversation from “is this possible?” to “this makes sense” and helped get everyone aligned much faster.
Next steps:
Following a successful POC, the experience is expanding across additional brands. I’m refining brand-specific nuances like services, copy, and offers.