Strategy Jam &
Quick Actions Palette
A structured approach to define Launchpad's product roadmap, with the quick actions palette as the first roadmap objective
Problem
The team at Launchpad had a lot of great ideas on how to improve existing and new features. However the scope of certain projects were too big to take on for a lean team, and so prioritization was a struggle.
Opportunity Cost:
Taking on projects with large scope without customer impact were costly for a lean team
Conflicting prioritization:
Multiple high priority items were detrimental to the output quality
Guide the team towards impactful but manageable projects by identifying customer's moments that matter.
50%
Time saved from strategy/ scoping meetings
80%
Less customer service calls
7
User workflows with interactions
1 Defined Roadmap
Templated approach to define and prioritize future customer problems, enabling us to design targeted solutions effectively
Pain points around scheduling affect operators the most
Launchpad’s product centers around 3 pillars: scheduling, payments, and communication. For this workshop, we aimed to solve for scheduling issues with studio operators. Operators are individuals responsible for managing and overseeing the operations of a martial arts studio.
I prepared both the physical board for the in-person attendees and the Figjam board for our hybrid participants, and co-facilitated with the lead engineer to ensure features were technically feasible.
Operators spend a lot of time navigating the app to find what they need
Since it was our first team workshop, I aimed for a broad perspective, seeking perspectives about operators from various team members. During the brainstorming session, we noted:
Positives: Operators found AI particularly useful for communication, and the schedule and calendar view were highly intuitive.
Friction Areas: However, operators struggled with event navigation throughout the app, compounded by inconsistencies in naming conventions.
How might we reduce the number of clicks on the most common operator workflows?
As the LDJ was meant to establish the roadmap's direction, we opted to identify three opportunity areas instead of just one. This approach allowed us to effectively plan for our short, medium, and long-term objectives. For brevity, I'll concentrate on the first opportunity area.
Provide operators with immediate access to frequently used actions, and accelerate their workflows
The quick actions palette came out as the winning solution as it benefits the operator with a more accessible way to navigate their most common actions, and resolve findability issues we've identified in the design audit.
Wrapping up the design jam with the opertor pallete prototype
After selecting the most promising concept, I rapidly prototyped and tested them with real users in the rest of the case study. This workshop not only enhanced our product but also demonstrated the power of the Lightening Decision Jams (LDJ) in driving user-centric solutions.
Create an expandable agenda with action buttons that adapt to operator behavior
Given that this was a new feature, I designed the operator palette in stages, considering what we know about our customers today and their expected usage once it's implemented. Each version was aligned with the changing needs of operators to ensure it's practical.
V0: MVP Assumptions
CTAs were identified on what we think is the most common workflows from past customer calls and analyzing app usage (Posthog)
V1: Learning operator behavior
After 1 month of usage, CTAs will be distilled and re-identified based on what is most commonly used across all operators
V2: AI-powered learning
After 3 months of usage, each action item will be changed dynamically based on individual's usage for a more customized approach.
Challenge: Prioritizing dialogue boxes over full screen overlays
My engineers and I discussed the use of dialogue boxes for context-focused experiences and full-screen overlays for immersive, task-specific interactions. We ultimately adopted a hybrid approach for user flow continuity and focused experiences as needed.
Each CTA corresponds to a different operator quick action
Due to NDA reasons, showing 3 out of 7 flows. Full flows will be shown in the presentation.
Taking Attendance Flow
Adding a Person Flow
Issue a Membership Flow
Operator palette V1 and V2 slotted to be in the next quarter of the roadmap
The v0 quick actions palette is live on the web app with plans for iterative improvements in V2 and V3, contingent upon user feedback.
"I know exactly where I need to go whenever I get lost now."
-Founder of Martial arts studio
