First Lesson Booking Suggestion
Data from the Customer Experience team showed that among students who did not schedule their first lesson, 66% cited insecurity as the main reason. This lack of confidence and the absence of clear guidance after onboarding slowed adoption and delayed engagement, impacting short-term retention and the likelihood of progressing to consistent usage.
Our main objective was to increase first booking completion and help students start their learning journey more confidently by developing a feature that suggests the first lesson automatically when onboarding is completed or abandoned.
Results
The new first booking flow proved to be significantly more effective, showing a completion rate of 66.8% compared to 33.5% with the previous experience — essentially doubling the number of students successfully scheduling their first lesson. The approach also reduced the average time between the first platform access and the first completed booking, creating positive momentum that can lay the groundwork for higher retention and engagement over time.
What We Did
The system matches the declared language level with a corresponding lesson topic, creating a pre-configured booking proposal. Students only need to select their preferred day and time, reducing effort and uncertainty about how to get started. We explored up to three design variations and initially released the feature to 50% of new students, closely monitoring adoption, satisfaction, and no-show indicators. Due to the strong results, the feature has since been expanded to 100% of new users.