Abstract
Envisioning a comprehensive member strategy for a multi-faceted youth sports management platform.
About the project
The problem
LeagueApps is a youth-sports management platform designed to help organizers create, schedule, and manage their programs. The platform provides an end-to-end solution, whereby after organizers create their programs, they can publicize them on the web for parents to find and register their children.
Unfortunately, the development of LeagueApps has been focused solely on the organizer at the expense of the end users (members). As a result, the member experience is disjointed and confusing, where it’s unclear to members where their information can be found and edited.
The solution
A coherent set of member access points, clearly defined and designed with the member’s needs in mind.
Audit.
The member experience had historically been spread out amongst various organizational sites as an extension of their marketing sites. As a result, it was unclear when a parent was registering for a program powered by LeagueApps, and when they could reuse credentials for subsequent programs with other organizations using LeagueApps as their registration platform.
Parents would thus have to log in to various sites in order to view and manage their accounts rather than in a central location.
Additionally, parents complained about having to use multiple apps to manage their children’s schedules. They wanted one place where they could view and manage all of their children’s sports activities.
Registration.
We worked on reconceiving and testing different ways of communicating to users during the registration process, in an effort to help users understand that organizations were using LeagueApps as the platform that managed their accounts and the organization’s programs.
End states of the registration process would further underscore this relationship by encouraging now-registered members to download the LeagueApps mobile app to facilitate schedule management and communication, and invite them to log into their LeagueApps account in a centralized “hub.”
Account management.
Accounts were now centralized into a single “hub” where members could view all the programs they had registered for (both current and past), view and manage all their invoices, and manage all the children and other parents in their account.
Play.
Finally, we launched an app (our first member-facing product) that lets members view and manage their children’s schedules and get information about the games and events they need to attend across programs run on LeagueApps. It also lets members communicate with other members and coaches in a convenient, centralized place.
