The problem
Booking users were the most valuable segment, but only a small share of users with booking intent ever completed a booking.
What I found
I walked through every step a business has to take before it can book an appointment with a customer. One of the main steps is connecting a calendar provider like Google Calendar. Going through each authentication and permission step, I found a small bug that stopped 83% of users from authenticating and granting Google Calendar access.
What we did
We fixed the bug.
The result
Nearly all of the blocked volume recovered. More businesses could book appointments with their customers, so more of them found value, converted to paid and stayed.