First, CapTech’s Customer Experience team conducted an initial review of current assets, as well as near-term and long-term opportunities for the organization. Competitive research provided a view into other junior golf programs, while user interviews and job shadowing uncovered current pain points.
The research confirmed disparate systems existed, along with experiences for different touchpoints, and validated that coaches wanted to use USKG to help market, manage, and grow their own businesses. User personas and journey maps helped guide a larger digital strategy by visualizing and explaining current state opportunities, outlining desires and pain points, and demonstrating how to deliver tools and services to improve their USKG experience.
To bring it all together, CapTech presented a multi-year digital roadmap that informed how USKG could create a unified brand and digital experience across all channels — a single place that allows parents to engage with USKG and provides coaches tools for managing their business.