Timeline & My Role
In 10 Weeks, I Led the end-to-end redesign of GameChanger’s RSVP experience, from research and iteration to testing and final delivery.
Team
Redesigning RSVPs to Bridge Parent–Coach Communication and Streamlining Gameday Prep
RSVPs in GameChanger were frustratingly binary and often left coaches guessing and parents improvising with side messages. I led the redesign to create a flexible, context-aware RSVP flow that reflects real-life attendance situations—like arriving late, partial participation, or transportation needs. Through user research, competitive analysis, iterative design, and usability testing,
Sports-Tech
B2C
Product Strategy
by DICK'S Sporting Goods
Redesigning RSVPs to Bridge Parent–Coach Communication and Streamlining Gameday Prep
RSVPs in GameChanger were frustratingly binary and often left coaches guessing and parents improvising with side messages. I led the redesign to create a flexible, context-aware RSVP flow that reflects real-life attendance situations—like arriving late, partial participation, or transportation needs. Through user research, competitive analysis, iterative design, and usability testing,
Sports-Tech
B2C
Product Strategy
End-to-End Design Process
Timeline & My Role
In 10 Weeks, I Led the end-to-end redesign of GameChanger’s RSVP experience, from research and iteration to testing and final delivery.
Team
Impact
Impact
Measured after two months of the initial MVP launch
Measured after two months of the initial MVP launch
%
Increased Active Teams
%
Increased Active Teams
%
Increased Clarity Before Gameday
%
Increased Clarity Before Gameday
%
Decreased CX Queries for RSVP
%
Decreased CX Queries for RSVP
Product Overview ⚡️
Product Overview ⚡️
GameChanger’s vision is to be the ultimate ‘Home of Youth Sports’—bringing coaches, families, and young athletes together with powerful tools for live streaming, scorekeeping, and team management. Whether on the field or from afar, GC makes it easy to stay connected, celebrate every play, and keep the spirit of the game alive. It is used by 10+ million users.
GameChanger’s vision is to be the ultimate ‘Home of Youth Sports’—bringing coaches, families, and young athletes together with powerful tools for live streaming, scorekeeping, and team management. Whether on the field or from afar, GC makes it easy to stay connected, celebrate every play, and keep the spirit of the game alive. It is used by 10+ million users.
Context Setting
Context Setting
Seamless communication is at the heart of the GameChanger app. To truly become the ‘Home of Youth Sports,’ it’s essential that every game-day conversation happens right here on GC.
Seamless communication is at the heart of the GameChanger app. To truly become the ‘Home of Youth Sports,’ it’s essential that every game-day conversation happens right here on GC.
Currently there are two distinct communication channels serving unique needs-
Currently there are two distinct communication channels serving unique needs-
💬
💬
Messaging
Messaging
Enables ongoing interaction among team members, allowing them to share updates, photos, and videos in real time
Enables ongoing interaction among team members, allowing them to share updates, photos, and videos in real time
🗓️
🗓️
RSVP
RSVP
Designed primarily for coaches and staff to coordinate logistics for events and games
Designed primarily for coaches and staff to coordinate logistics for events and games
Together, these tools streamline both day-to-day communication & event/game-day planning.
Together, these tools streamline both day-to-day communication & event/game-day planning.
The problem 👀
The problem 👀
Why we chose to focus on RSVP?
Why we chose to focus on RSVP?
While the messaging feature also had some issues, conversations with the CX team revealed that the majority of support tickets (500+) were tied to the RSVP feature. This problem impacted GameChanger’s most critical users—coaches.
While the messaging feature also had some issues, conversations with the CX team revealed that the majority of support tickets (500+) were tied to the RSVP feature. This problem impacted GameChanger’s most critical users—coaches.
The Business team highlighted since coaches pay for and rely on team management features, they are not only among the most loyal users but also highly influential. When a coach adopts GC, the entire team follows, making their experience central to the app’s success.
The Business team highlighted since coaches pay for and rely on team management features, they are not only among the most loyal users but also highly influential. When a coach adopts GC, the entire team follows, making their experience central to the app’s success.
Data > Hunches
Data > Hunches
Teams that used RSVP in the past 90 days have 7% more confirmed members*, suggesting RSVP helps grow team communities
Teams that used RSVP in the past 90 days have 7% more confirmed members*, suggesting RSVP helps grow team communities
*Confirmed members are the users who are directly associated with players through primary relationships or are the players themselves; fans/followers of the team are not included
Staff members (typically head coaches, assistant coaches, and team managers)
Players on the team
Family members of players
*Confirmed members are the users who are directly associated with players through primary relationships or are the players themselves; fans/followers of the team are not included
Staff members (typically head coaches, assistant coaches, and team managers)
Players on the team
Family members of players
After validating the problem, we defined key metrics to measure project success…📊
After validating the problem, we defined key metrics to measure project success…📊
🗓️
🗓️
⬆️ the % of active teams sending 2+ RSVPs per week from 47.8% to 52.5%
⬆️ the % of active teams sending 2+ RSVPs per week from 47.8% to 52.5%
📱
📱
⬆️ the % of active teams using team management features from 50.45% to 53.5%
⬆️ the % of active teams using team management features from 50.45% to 53.5%
📉
📉
⬇️ amount of CX cases related to the need for RSVP nuance
⬇️ amount of CX cases related to the need for RSVP nuance
Figuring Out Constraints
Figuring Out Constraints
After validating the problem as a high-impact opportunity, I engaged cross-functional teams early to identify and understand the constraints shaping our design.
After validating the problem as a high-impact opportunity, I engaged cross-functional teams early to identify and understand the constraints shaping our design.
⏳
only 10 weeks, I had to understand the problem, explore multiple design directions, gather feedback from cross-functional teams, & validate with users.
only 10 weeks, I had to understand the problem, explore multiple design directions, gather feedback from cross-functional teams, & validate with users.
👨🏻💻
On the technical side, the redesign had to play nicely with existing system constraints while keeping pace with the team’s tight release schedule
On the technical side, the redesign had to play nicely with existing system constraints while keeping pace with the team’s tight release schedule
👀
User behavior is already quite established for RSVP, meaning that new interactions have to feel familiar or require minimal learning.
User behavior is already quite established for RSVP, meaning that new interactions have to feel familiar or require minimal learning.
Stepping into their world before the research
Stepping into their world before the research
▶️ Let's put you in a situation…
▶️ Let's put you in a situation…
So why are parents not RSVPing? 😩
So why are parents not RSVPing? 😩
To analyze the problem and understand the loop holes in the current process, we circulated a survey & conducted 12 user interviews
To analyze the problem and understand the loop holes in the current process, we circulated a survey & conducted 12 user interviews
81% team staff (coach, assistant coach, team manager)
69% family of players
60% scorekeepers
41% video streamers
81% team staff (coach, assistant coach, team manager)
69% family of players
60% scorekeepers
41% video streamers
😩
😩
Most of them find it tedious and wants to see all RSVP requests in one place
Most of them find it tedious and wants to see all RSVP requests in one place
💬
💬
Parents feel a simple yes/no isn’t enough, so they decide to text the coach closer to game day, but often forget.
Parents feel a simple yes/no isn’t enough, so they decide to text the coach closer to game day, but often forget.
📆
📆
Most users RSVP about one week before an event or when the event is posted (usually in the beginning of a season)
Most users RSVP about one week before an event or when the event is posted (usually in the beginning of a season)
⛳️
⛳️
Player RSVPs are the most important, followed by staff and then parent's/family members
Player RSVPs are the most important, followed by staff and then parent's/family members
🆚
🆚
Games are the highest priority events for RSVPs, followed by practices.
Games are the highest priority events for RSVPs, followed by practices.
📆
Most users RSVP about 1 week before an event or when the event is posted (usually in the beginning of a season)
After running the survey, we recruited 6 respondents who had indicated interest in sharing more. These participants were invited to interviews, where we offered incentives to encourage participation and thank them for their time. This allowed us to dive deeper into their experiences and perspectives.
After running the survey, we recruited 6 respondents who had indicated interest in sharing more. These participants were invited to interviews, where we offered incentives to encourage participation and thank them for their time. This allowed us to dive deeper into their experiences and perspectives.
😕
😕
"Sometimes I want to RSVP yes, but I’ll be 45 mins late — with no option for that, I just leave it blank."
"Sometimes I want to RSVP yes, but I’ll be 45 mins late — with no option for that, I just leave it blank."
🤷🏻♀️
🤷🏻♀️
"As one of the scorekeeper, my RSVP matters, so a “maybe” option would help, as I’m not always sure about my schedule."
"As one of the scorekeeper, my RSVP matters, so a “maybe” option would help, as I’m not always sure about my schedule."
📑
📑
"Right?! The RSVP feature is buried under so many layers—RSVPing for multiple events feels really tedious."
"Right?! The RSVP feature is buried under so many layers—RSVPing for multiple events feels really tedious."
Categorizing Problems
Categorizing Problems
After talking to real users and digging into their feedback, I realized all their problems basically boiled down to two buckets—same soup, just different bowls.
After talking to real users and digging into their feedback, I realized all their problems basically boiled down to two buckets—same soup, just different bowls.
👀 I focused primarily on the first challenge, since the second challenge was tackled by another designer before I came on board, my energy went into refining and expanding the RSVP experience
👀 I focused primarily on the first challenge, since the second challenge was tackled by another designer before I came on board, my energy went into refining and expanding the RSVP experience
Scanning the Landscape 🧐
Scanning the Landscape 🧐
Direct Competitors
Direct Competitors
Indirect Competitors
Indirect Competitors
Hard to update RSVP once submitted, so need to design RSVP to be editable before the event
Hard to update RSVP once submitted, so need to design RSVP to be editable before the event
Users expect familiar patterns from indirect competitors (Evite, Google Calendar), so keeping Yes/No/Maybe as a base layer but expanding it with sports-specific context
Users expect familiar patterns from indirect competitors (Evite, Google Calendar), so keeping Yes/No/Maybe as a base layer but expanding it with sports-specific context
TeamSnap & SportsEngine acknowledge that attendance isn’t always black and white. GameChanger’s binary-only approach leaves parents improvising with side messages and coaches piecing it together manually.
TeamSnap & SportsEngine acknowledge that attendance isn’t always black and white. GameChanger’s binary-only approach leaves parents improvising with side messages and coaches piecing it together manually.
Categorizing Users and Understanding Their Goals
Categorizing Users and Understanding Their Goals
Although we’re designing for two distinct users, some parents also wear the hat of staff. To streamline the process, I built a combined persona that captures both roles and designed for both use cases at once.
Although we’re designing for two distinct users, some parents also wear the hat of staff. To streamline the process, I built a combined persona that captures both roles and designed for both use cases at once.
Role & Background
Role & Background
Parent of a youth player, balancing work and family commitments.
Parent of a youth player, balancing work and family commitments.
Goal
Goal
Keep the child’s schedule organized, RSVP easily, communicate with the coach when plans change
Keep the child’s schedule organized, RSVP easily, communicate with the coach when plans change
Pain Points
Pain Points
Hard to respond to yes/no RSVPs when plans aren’t finalized; gets overwhelmed by multiple messages; wants more nuanced options.
Hard to respond to yes/no RSVPs when plans aren’t finalized; gets overwhelmed by multiple messages; wants more nuanced options.
Behaviour
Behaviour
Uses mobile frequently; prefers quick interactions and flexible response options; appreciates reminders and confirmations.
Uses mobile frequently; prefers quick interactions and flexible response options; appreciates reminders and confirmations.
Role & Background
Role & Background
Coach of 6 youth sports team, managing 15–20 players per team.
Coach of 6 youth sports team, managing 15–20 players per team.
Goal
Goal
Keep team organized, ensure good attendance, communicate efficiently with parents.
Keep team organized, ensure good attendance, communicate efficiently with parents.
Pain Points
Pain Points
Struggles with last-minute RSVPs, repetitive messaging to parents, lack of clarity on who’s attending.
Struggles with last-minute RSVPs, repetitive messaging to parents, lack of clarity on who’s attending.
Behaviour
Behaviour
Tech-savvy but busy; uses app mainly on mobile; prefers quick, actionable notifications.
Tech-savvy but busy; uses app mainly on mobile; prefers quick, actionable notifications.
Current design…
Current design…
…and how you reach there
…and how you reach there
Here’s the current flow to get to the event details page where RSVP lives.
Now imagine doing this 8 times a week (the average number of events) — only to realize the page doesn’t even support the real-life situations you’re dealing with.
Here’s the current flow to get to the event details page where RSVP lives.
Now imagine doing this 8 times a week (the average number of events) — only to realize the page doesn’t even support the real-life situations you’re dealing with.
Iteration mode on…
Iteration mode on…
STAGE 1
STAGE 1
STAGE 2
STAGE 2
STAGE 3
STAGE 3
Asynchronous Usability Testing (Prototype Link)
Asynchronous Usability Testing (Prototype Link)
To validate my designs, I shared interactive prototypes with 10 real GameChanger users- 5 both parents (also staff members) and 5 coaches. I gave them a document with written tasks
To validate my designs, I shared interactive prototypes with 10 real GameChanger users- 5 both parents (also staff members) and 5 coaches. I gave them a document with written tasks
I created a screener and a script and then by observing how they navigated the RSVP flow, I gathered direct feedback on what felt intuitive, where they hesitated, and what features they valued most.
I created a screener and a script and then by observing how they navigated the RSVP flow, I gathered direct feedback on what felt intuitive, where they hesitated, and what features they valued most.
REFINEMENT 1
REFINEMENT 1
Usability testing revealed that for coaches and staff, the Set Starting Lineup CTA was especially critical in the days leading up to a game. In my initial design, this action was buried inside the RSVP tab, making it harder to access quickly.
Based on feedback, I elevated it to the event header, visible one week before game day. To keep it focused, the CTA only shows the number of players who RSVP’d ‘Yes,’ rather than being bundled with the full RSVP summary.
Usability testing revealed that for coaches and staff, the Set Starting Lineup CTA was especially critical in the days leading up to a game. In my initial design, this action was buried inside the RSVP tab, making it harder to access quickly.
Based on feedback, I elevated it to the event header, visible one week before game day. To keep it focused, the CTA only shows the number of players who RSVP’d ‘Yes,’ rather than being bundled with the full RSVP summary.
REFINEMENT 2
REFINEMENT 2
Another small but impactful refinement came from testing the RSVP edit flow.
In the iOS bottom sheet, I had used the default Cancel label to close the sheet.
But users often misread it as Cancel the event instead of dismiss. To avoid confusion, I updated the label to a clearer option, reducing the risk of misinterpretation.
Another small but impactful refinement came from testing the RSVP edit flow. In the iOS bottom sheet, I had used the default Cancel label to close the sheet.
But users often misread it as Cancel the event instead of dismiss. To avoid confusion, I updated the label to a clearer option, reducing the risk of misinterpretation.
Final Design
Final Design
The updated flow makes RSVP quick, flexible, and intuitive for parents. No more workarounds or side messages.
For coaches, the redesign surfaces the most important actions (like setting the starting lineup) right when they need them, streamlining game-day prep.
Overall, the impact was a smoother, less frustrating experience for both sides of the team
The updated flow makes RSVP quick, flexible, and intuitive for parents. No more workarounds or side messages.
For coaches, the redesign surfaces the most important actions (like setting the starting lineup) right when they need them, streamlining game-day prep.
Overall, the impact was a smoother, less frustrating experience for both sides of the team
Also designed the experience to adapt across different phases of the game like pre-game, live game, and post-game.
By surfacing the most important features at the right time, the interface stays context-aware and keeps parents and coaches focused on what matters most in each moment
Also designed the experience to adapt across different phases of the game like pre-game, live game, and post-game.
By surfacing the most important features at the right time, the interface stays context-aware and keeps parents and coaches focused on what matters most in each moment
Tradeoffs- Prioritizing and Shipping What Matters First
Tradeoffs- Prioritizing and Shipping What Matters First
After sharing the final design with the broader team (managers and developers included) we uncovered two important realities.
From the development side, bandwidth was limited, which meant the redesign needed to be broken into smaller chunks. The plan was to prioritize the most essential features first and gradually roll out the full experience
From the management perspective, there was also a focus on impact: the Add a Note feature, in particular, needed to prove its value before investing further resources into building a fully polished version. This ensured that what we shipped not only fit within development capacity but also aligned with business priorities
After sharing the final design with the broader team (managers and developers included) we uncovered two important realities.
From the development side, bandwidth was limited, which meant the redesign needed to be broken into smaller chunks. The plan was to prioritize the most essential features first and gradually roll out the full experience
From the management perspective, there was also a focus on impact: the Add a Note feature, in particular, needed to prove its value before investing further resources into building a fully polished version. This ensured that what we shipped not only fit within development capacity but also aligned with business priorities
Learnings & Takeaways
Learnings & Takeaways
Context matters. Designing features around game phases (pre, live, post) helped surface the right actions at the right time, reducing clutter and boosting usability.
Context matters. Designing features around game phases (pre, live, post) helped surface the right actions at the right time, reducing clutter and boosting usability.
Small details = big impact. Even a microcopy change—like replacing “Cancel” with “Close”—can prevent confusion and improve confidence.
Small details = big impact. Even a microcopy change—like replacing “Cancel” with “Close”—can prevent confusion and improve confidence.
Collaboration is crucial. Working with managers and developers taught me the importance of balancing design ambition with development reality, and the value of phased delivery.
Collaboration is crucial. Working with managers and developers taught me the importance of balancing design ambition with development reality, and the value of phased delivery.
Guiding Feedback in Design Critiques- Always tell what kind of feedback you are looking for in the design critique session to get very specific feedback which will be helpful in your process.
Guiding Feedback in Design Critiques- Always tell what kind of feedback you are looking for in the design critique session to get very specific feedback which will be helpful in your process.
Team Kudos
Team Kudos
💚
💚
And that's a wrap….
And that's a wrap….