The Challenge:
Our client, Chiropractic Life, a SaaS platform for online chiropractic consultation scheduling, was facing a major problem. Their entire booking flow ran inside an iframe, which meant they had almost no visibility into how patients were moving through the process.
They knew patients were dropping off before completing bookings but where and why? That was a mystery. Without tracking the 8 critical steps of the booking journey, they couldn’t pinpoint problem areas or improve the overall patient experience.
How We Managed It:
To fix this, we designed a complete tracking system that gave Chiropractic Life the clarity they needed. Here’s how we did it:
- Mapped all 8 booking steps from Booking Initiated to Booking Completed.
- Implemented GTM Web & Server Containers to capture events both inside the iframe and in the parent frame.
- Used Stape.io for server-side tagging, ensuring accuracy and data security.
- Built postMessage and listener functions so booking data could flow seamlessly from iframe to parent frame.
- Created a GA4 Funnel Visualization to show completion rates and drop-off points at every step.
The Results:
The outcome was a complete transformation in how Chiropractic Life understood their user journey:
- 100% visibility into the 8-step booking process
- Clear funnel metrics highlighting step completion rates and drop-off points
- A smoother, optimized booking flow leading to more completed consultations
In a Nutshell:
We turned an invisible booking process into a transparent, data-driven journey. With this clarity, Chiropractic Life can now see exactly where patients drop off, refine their booking experience, and ensure more patients successfully schedule consultations.
- 8 booking steps tracked
- 100% visibility gained
- More completed bookings
