Modernising an Enterprise Retailer's Service-Booking Experience
A large enterprise retail and automotive services company's service-booking journey, rebuilt on a headless CMS architecture - giving content teams the flexibility to update customer-facing flows without engineering support.
Outcome Snapshot
2.5M+
monthly visitors served by the platform
5+
service-booking flows improved end-to-end
20+
reusable UI components built to a shared style guide
15+
key screens made mobile-responsive
Client
A large enterprise retail and automotive services company operating both physical stores and an e-commerce platform, serving millions of customers monthly across service booking, product discovery, and checkout journeys.
Challenge
- A rigid legacy implementation: limited flexibility for content updates meant even small changes to service flows required engineering effort.
- Inconsistent customer experience: service booking, scheduling, and checkout journeys varied in quality and consistency across the site.
- Accessibility and mobile gaps: key customer journeys fell short of modern accessibility and responsive design standards.
- Slow to maintain: the existing architecture made ongoing updates and marketing changes more effortful than they needed to be.
Objectives
- Modernise the automotive service-booking experience end-to-end
- Move to a headless CMS architecture for non-technical content management
- Build a scalable, reusable component library aligned to a shared style guide
- Improve accessibility (WCAG) and mobile responsiveness across key journeys
- Deliver service landing pages, product listing/detail pages, and full booking flow
What We Built
- Service landing pages: for core offerings such as tyres, batteries, and oil changes, built as CMS-editable components.
- Product listing and detail pages: supporting discovery and comparison across the service catalogue.
- A full booking journey: appointment scheduling, user information capture, review, and confirmation flows.
- Headless CMS integration: content sections editable by non-technical teams without engineering involvement.
- A reusable component library: 20+ components built to a shared style guide for consistent, faster delivery.
- Accessibility and responsive improvements: WCAG-aligned UI patterns applied across major customer-facing journeys.
Impact
Modernised
5+ service-booking flows into a consistent customer journey.
Enabled
non-technical content updates across 10+ CMS-managed pages.
Improved
mobile responsiveness across 15+ key customer-facing screens.
Delivered
a platform now serving 2.5M+ visitors every month.
Build Facts
Platform
Web Platform (Next.js, React)
Headless CMS (Builder.io)
Focus
Headless CMS Architecture
Service Booking Experience
Accessibility (WCAG) Compliance
Component Library Development
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