Zoe Boosalis

Reducing match no-shows with a real-time check-in system

Reducing match no-shows with a real-time check-in system

Reducing match no-shows with a real-time check-in system

0 —> 1 design of a check-in system that increases match participation 2x and decreases customer support workload 50%

0 —> 1 design of a check-in system that increases match participation 2x and decreases customer support workload 50%
TEAM
Product Designer (Me), Product Manager, Software Engineer
TIMELINE
March 2024 to May 2024
SKILLS
User Research, Interaction Design, Microanimations

Vanta organizes tournaments for middle and high school esports teams, giving 20,000+ young gamers a safe place to compete. Over several tournaments, there was a rise in match no-shows; coaches cancel last minute without notifying their opponent.

Vanta organizes tournaments for middle and high school esports teams, giving 20,000+ young gamers a safe place to compete. Over several tournaments, there was a rise in match no-shows; coaches cancel last minute without notifying their opponent.

Match check-in streamlines match setup, and
gives teams more chances to play.

Match check-in streamlines match setup, and gives teams more chances to play.

View Prototype
Before
After
USER RESEARCH

I interviewed 3 coaches and customer support to understand the current game-day experience. I discovered match setup relies heavily on Customer Support, and when an opponent doesn't show, teams experience delays and frustration.

I interviewed 3 coaches and customer support to understand the current game-day experience. I discovered match setup relies heavily on Customer Support, and when an opponent doesn't show, teams experience delays and frustration.
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Existing match setup user flow
In-App
Out-of-app
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"I spend 20+ hours/week manually generating credentials for every match." -Customer Support
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When an opponent doesn't show, coaches struggle to contact them and often escalate to Customer Support, leading to delays of 30 minutes or more
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If an opponent never arrives, teams are left with no match to play, leading to frustration
IDEATION

I initially explored an event-style match detail page that centralizes match setup, removes reliance on Customer Support, and increases the chance to play by 2x.

I initially explored an event-style match detail page that centralizes match setup, removes reliance on Customer Support, and increases the chance to play by 2x.
Schedule
Match Detail Page
USABILITY TESTING

I tested the match detail page with 4 coaches and found the check-in window didn't follow their workflow, and a critical step was often missed.

I tested the match detail page with 4 coaches and found the check-in window didn't follow their workflow, and a critical step was often missed.
Insight: Coaches found it difficult to confirm their participation 24-hours before a match due to their busy schedules
Action: Change the check-in window to 10-minutes after the match start
Insight: Coaches joined a scrimmage before confirming their opponents' status
Action: Display steps in a clear, logical order
FINAL DESIGNS

A simple, just-in-time check-in flow

A simple, just-in-time check-in flow

Confirm eligibility
Wait for opponent
Join match
Contact coach or Claim win
Calendar
Confirm eligibility
Wait for opponent
Join match
Contact coach or claim win
EDGE CASES

Scrimmage constraints made me adapt the check-in flow for rescheduled matches, and design solutions to make scrimmages more accessible.

Scrimmage constraints made me adapt the check-in flow for rescheduled matches, and design solutions to make scrimmages more accessible.
Alternative check-in flow
For matches that are rescheduled, teams follow an alternative check-in flow that does not include the option to play a scrimmage
Scrimmage page
The scrimmage page shows when the queue is open and allows teams to join a scrimmage even if their match has been rescheduled to another day
© 2026 Zoe Boosalis