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This pattern occurs in the ‘appointment reminder’ step of a digital journey.

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Description

Repair appointments are often made far in advance and over a long time (between 9am and 4pm). This means tenants are waiting at home all day and often must take a day off work.

By having such wide appointment times and booking appointments so far in advance, the likelihood that a tenant ‘pops out quickly’, becomes distracted doing another task, or simply forgets about the appointments increases.

All this leads to an increase in missed appointments.

Pattern

1. Remind tenants the day before the appointment and make sure the repair slot is still convenient. If necessary, offer a change of appointment.
2. In the message you send, include as much information as possible, such as the operative's and the housing association's names.
3. Write the date and time in plain English.

<aside> ❌ Will will visit your property on 02/07/25 at 10:30.

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<aside> ✅ Hello, your repair operative Amber Pilz will visit your house on Tuesday 2 July 2024 at 10.30am for a boiler repair. Call [phone number] to rebook your appointment. From Amber’s housing association.

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1. Let tenants know that repair operatives are on their way (there is software that enables the tracking of repair teams, but an automated text would work, too).

<aside> ✅ Hello, your repair operative Amber Pilz is 30 minutes away. Call [phone number] and let us know if you are not home. From Amber’s housing association.

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Resources