High Level Insights

Competitive Analysis

Alice Hospitality

Gusto

Peloton

Pingboard

Target

Apple

Favor

Squarespace

Easy Entry Points

Users need are clear views and customizable filters to parse data

Peloton allows users to view all their schedules in various ways and syncs across all platforms

Alice Hospitality is aware that employees need to highlight specific information depending on what they want to achieve for their customers, so they can create filters that allow them to pinpoint their needs

Transparent & Proactive Communication

Progress and processing helps create healthy anticipation and account for preparing for (users) needs

Target Drive Up allows users who are retrieving and receiving to know that there are items that are being prepared. The two-way communication keeps everyone happy and not wondering.

Apple Retail prioritizes in progress orders and sends clear communication with the user directs them on where to go and speeds up the process

Favor Delivery creates various opportunities to direct and guide the driver to deliver what the customer wants. Clear trackers provide positive anticipation and chances for troubleshooting.

Dividing & Conquering

Outlining employees roles and departments can offer better and more successful delegation and proper staffing

Pingboard shows very structured and scannable org charts of employees and their roles. This can identify who employees communicate or escalate to internally and/or seek additional support. The integration with Slack helps with daily assignments and status updates to avoid gaps in productivity.

Stakeholder interviews [in progress]

Interviews conducted to date

Peter Murgola

Fedil Grogan

Seema Kamatkar

Cheri Clark

Jimmy Byerly

Matt Patridge

Tony Wehner

Anthony Silva

Caleb Lee

John Johnson

Jeremy Mays

Melissa Powers

Chuck Taylor

High-level / TL;RD insights

Team Member to Team Member communication within a center is currently a challenge

Empower Team Members with access and information (through technology and process) to unlock a seamless guests experience.

Team members need (tiered) autonomy to view or change data on the guests’ behalf

Adoption of new interfaces or tools requires consistent internal messaging, training/onboarding, a clear understanding of the tool’s value, and most critically, ease of use.

Ease of access and familiar UX patterns are important.

In-center examples

A group is in for a birthday party, moving between activities, but when they handoff to the next station, the Team Members in Laser Tag don’t know who is the birthday kid.

Guests are dining and ask their server for help making a bowling reservation, but the server doesn’t have access to anything outside the POS system. The server also can’t easily request help from the Bowl Desk because they are either too busy or the desk is unresponsive.

Away from center examples

I’m working tomorrow I want to know if there are any “Rent the Event” or birthdays so I can be prepared.

I need someone to cover for me tomorrow, can I just message the team in one place to see if anyone is available to cover my shift / so everyone is aware.

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.