gametime scheduling tool
DICK’S SPORTING GOODS/Golf GALAXY
OVERVIEW
GameTime is a comprehensive scheduling tool designed with two distinct components. The customer-facing side is integrated into the Golf Galaxy website, where customers can conveniently schedule golf club fittings and lessons. The second component is tailored for employees, enabling them to manage their schedules and oversee daily appointments for fittings and lessons.
Prior to GameTime, the Golf Galaxy chain relied on a paper notebook to manage appointments—a system that left significant room for improvement. This presented a valuable opportunity to capture important data that could inform future business decisions. After evaluating third-party solutions, we determined they couldn’t fully meet our specific needs.
To address this, our team conducted in-depth research to understand the employees' needs and preferences. Using these insights, we developed a custom scheduling system that aligns perfectly with their workflows. GameTime has already been successfully launched in all 100+ Golf Galaxy locations and is slated for rollout to over 800 Dick’s Sporting Goods stores.
The Opportunities and Challenges
This project presented an incredible opportunity, as we were building everything from the ground up. From the outset, we prioritized integrating data and analytics to gain a clear understanding of how scheduling impacted the business. The most significant challenge for me was tackling the complexities of designing an advanced scheduling system. We had to account not only for employee availability but also for managing store resources, such as bay availability—a task that often left me saying, “This makes my brain hurt.”
To get it right, we conducted numerous rounds of usability testing, learning from several missteps along the way. Through persistence and iteration, we eventually developed a system that made sense to users and effectively addressed their needs.
WHAT INFORMATION DO THEY NEED, WHAT DO THE EMPLOYEES WANT TO SEE?
I conducted extensive interviews with employees, gathering and synthesizing their feedback to gain a clear understanding of the information they and the business needed. This process helped uncover what insights were most valuable and how they preferred to access and utilize that information effectively.
LET’S EXPERIENCE IT FOR OURSELVES
To truly understand every step of the process we wanted to experience a golf fitting and lesson for ourselves. We dove in head first….with no golf experience at all. It was very helpful and we had some of our best ideas come from this experience.
USABILITY TESTING
This screenshot is from UserTesting.com, a platform I use for conducting both moderated and unmoderated usability testing on my prototypes. These tests can range from early wireframes to high-fidelity designs. I craft specific prompts and ask users to think aloud as they complete the tasks, allowing me to quickly gather insights and validate my design decisions.
THE CUSTOMER SIDE
This is a sample of the scheduling site on GolfGalaxy.com. As part of the process, I designed a seamless scheduling flow for customers and collaborated with our External Communications team to implement automated reminder emails. We also partnered with our internal Insights team to gather feedback on the effectiveness of the scheduling flow and identify areas for improvement. To track performance, we monitor user interactions using Adobe Analytics—an area where I am actively expanding my expertise. The image has been blurred to maintain privacy.
THE EMPLOYEE SIDE
This is a sampling of screens from the employee side of the application. This was much more complex than the customer-facing side. Above you will see (top left) where they would input their availability, (top right) a calendar view of their daily schedule, (bottom left) an option to print the schedule, (bottom right) and a way for employees to schedule an appointment when someone calls into the store.
REFLECTION
This project took a total of 8 months to complete, with a team consisting of one designer (myself), one product manager, and five engineers. I’m incredibly proud of what we’ve built! By providing employees with this tool, we’ve empowered them to maximize their appointment scheduling and create schedules that work best for both themselves and their stores, ultimately driving revenue.
As someone whose role is to empathize with and understand the customer, it was especially rewarding to enable customers to book online instead of having to call the store. There are still several features we’re working on, and as we continue to gather insights, I expect the platform to evolve and improve over the years.
Throughout the design process, I learned a great deal about collaborating more effectively with engineers and stakeholders, especially since this project intersects with many areas of the business. I also reached out to other designers when I needed quick feedback or design inspiration. Moving forward, I’m excited to apply everything I’ve learned to future projects.