Concept: Home Care Practice

The situation

Northoak Home Care is a fictional in-home care provider serving families across a small metro area. Most of their inquiries come from adult children researching options late at night, often on a phone, comparing two or three providers at once. The existing site explained the services well enough, but the only way to act on that interest was a generic contact form that offered no sense of what would happen next.

What was wrong or missing

• No way to request a consultation at a specific time
• Contact form buried at the bottom of a long services page
• Phone number not tappable on mobile
• No follow-up after a form submission, so inquiries sat in an inbox
• Service area unclear, so unqualified inquiries took up staff time

The approach

The rebuild treats the consultation request as the product. Every page ends with the same next step, the service area is stated up front so people self-qualify before they reach out, and the booking flow asks only what's needed to schedule a call. A short automated confirmation goes out immediately, so a family that inquires at 11pm knows their request landed and when to expect a response.

Key funnel decisions

• Added a dedicated booking flow instead of a static contact page
• Moved the service-area check ahead of the form to filter out-of-area inquiries
• Reduced the intake form to four fields, with the rest gathered on the call
• Automated confirmation plus a next-day follow-up if no call is scheduled
• Tap-to-call button pinned within reach on mobile