13.85% for practices & 11.15% for games, making it difficult for coaches and staff to plan for game day.
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.
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.
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
Understanding Different Types of Users & Their Goals
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.
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
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.
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
Games are the highest priority events for RSVPs, followed by practices.
"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."
"Right?! The RSVP feature is buried under so many layers—RSVPing for multiple events feels really tedious."
After talking to real users and digging into their feedback, I realized all their problems basically boiled down to two buckets -
Figuring Out Constaints
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.
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
