“We don’t have the deep relationships with the athletes that use our platform to consume the services from the businesses that we work with. We don’t see them on a day-to-day basis so the key is to build something within our platform.”Through Pendo, Upper Hand is able to solicit feedback from athletes and their parents that will guide user experience decisions.
“When you go out in the industry and visit a facility or talk to the business owners, you get a feel for what’s actually needed. You can quickly understand where the gaps in a product are, and you can quickly understand what’s most important for a particular user just by going out and spending a day at their facility.”In addition to this qualitative piece, use of a quantitative aspect acts as a North Star to guide decision-making. “We also have a proprietary scoring system called the UP Score. We look at certain elements of user experience and a couple of other different things that combine unique aspects of our product to score the features.”
“We try to peel back the layers of the onion to understand the core problem that the customer is having. It doesn’t have to be a user experience problem within the software. It could be a core business problem.”Frequent problems-to-solve meetings help the product and engineering times identify the root cause of a customer’s problem while also brainstorming the best possible solution. By understanding the core problem a customer is experiencing, Upper Hand is able to offer the best solution to combat that problem and drive business success.
“We want to hear feedback. We have complete and total empathy when someone comes to us frustrated – it’s necessary as a part of the development process to really make sure that you nail it and you get the best possible solution out there for your customers.”
Whether you’re just starting out or you’re looking for ways to take your sports facility to the next level, there are resources and tools available to help you achieve your goals and succeed in the competitive youth sports industry. We’ve compiled a list of ten of our most popular sports facility management resources that can help you gain a competitive edge.
A well-designed and user-friendly website is a powerful tool that can attract and engage clients on a whole new level. Having a website can establish yourself and your brand as a leader within your industry. But building a website is not easy, it is often a time consuming and daunting task. That’s where WebKit by Upper Hand comes into play – a game-changing website builder specifically tailored to meet the unique needs of sports and training facilities.