Enhancing Participant Experience at Gliding Club Workshop
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Mapping the participant experience
Gliding New Zealand Conference
8 June 2019
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From the perspective of various participants
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identify and appreciate the steps and activities taken to
plan a day at a gliding field
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Examine the activities looking for:
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what would make for a good experience
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what wouldn’t (Aka - Pain points
)
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Begin the conversations that will help us all
consistently
practice – Good Practice - that will make
for:
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For all participants
Every day
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5 Groups – one participant each
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Each Group to complete a Journey Map
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Each participant has a
Persona
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that may impact the quality of their experience
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Trial Flighter
Bobby Borntofly
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QGP Student
Sally Spinbetter
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Private Owner
Warren Wavemaster
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Instructor
Ted Turntighter
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Tow Pilot
Marvin Morepower
Winch Driver
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Trial Flighter
Tim Tarbotton
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QGP Student
Tim Austen
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Private Owner
Michael O’Donnell
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Instructor
Dan McCormack /
Phil Plane
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Tow Pilot / Winch Driver
Brian Sharpe
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Activities
Help retrieve & pack gliders
Debrief & sign offs with Instructor
Have a drink with crew and mates
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Pain Points
No instructor debriefing, no sign offs,
no apparent progress,
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Works Well
Good debriefs, feeling of progress made
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Good Practice
Plan day, manage bookings to leave
good time for end of day debriefs
Examples –
Instructor – After lesson
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Activities
Help retrieve & pack gliders
Debriefs , sign offs
Have a drink with crew and mates
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Pain Points
Finishing late, not enough help packing
up, Not enough time for Student De-Briefs
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Works Well
Beer with my mates
Time to complete Debriefs, sign offs
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Good Practice
Plan day, manage bookings to leave
adequate time for Debriefings
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Stick with the guidelines implied by the persona
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If your Group thinks the Stages could be set better– change
them
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There are no right or wrong answers – capture divergent
views
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We are looking to begin conversations, not complete them
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Have fun !
Explore the participant experience at a gliding club workshop through activities, personas, and journey mapping. Identify pain points and best practices to ensure a great day for all involved. Meet various participants like Sally Spinbetter and understand their activities, interactions, and recommended practices.
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Presentation Transcript
Workshop Workshop I had a great day at the gliding Club ! I had a great day at the gliding Club ! (or not) (or not) Mapping the participant experience Gliding New Zealand Conference 8 June 2019
Purpose Purpose From the perspective of various participants identify and appreciate the steps and activities taken to plan a day at a gliding field Examine the activities looking for: what would make for a good experience what wouldn t (Aka - Pain points)
Objective Objective Begin the conversations that will help us all consistently practice Good Practice - that will make for: A great day at the Gliding Club ! A great day at the Gliding Club ! For all participants Every day
Process Process - - Overview Overview 5 Groups one participant each Each Group to complete a Journey Map Each participant has a Persona that may impact the quality of their experience
The Journey Map The Journey Map
QGP Student Sally Spinbetter Age 20Occupation: University student - Works part time Time Budget: Tight Financial Budget: Tight Demeanour: Friendly, Outgoing, Curious, Very keen to learn Time to field: 60 mins Activities Wants to Fly Prepares Makes Booking Arrives at Club Awaits Lesson Takes Lesson After Lesson Interactions Channels What works well What could go wrong Recommended Good Club Practices KPI s ?
Participants Participants Trial Flighter Bobby Borntofly QGP Student Sally Spinbetter Private Owner Warren Wavemaster Instructor Ted Turntighter Tow Pilot Winch Driver Marvin Morepower
Facilitators Facilitators Trial Flighter Tim Tarbotton QGP Student Tim Austen Private Owner Michael O Donnell Instructor Dan McCormack / Phil Plane Tow Pilot / Winch Driver Brian Sharpe
Examples Examples QGP Student QGP Student After lesson After lesson Activities Help retrieve & pack gliders Debrief & sign offs with Instructor Have a drink with crew and mates Pain Points No instructor debriefing, no sign offs, no apparent progress, Works Well Good debriefs, feeling of progress made Good Practice Plan day, manage bookings to leave good time for end of day debriefs
Examples Instructor After lesson Activities Help retrieve & pack gliders Debriefs , sign offs Have a drink with crew and mates Pain Points Finishing late, not enough help packing up, Not enough time for Student De-Briefs Works Well Beer with my mates Time to complete Debriefs, sign offs Good Practice Plan day, manage bookings to leave adequate time for Debriefings
Process Tips Process Tips Stick with the guidelines implied by the persona If your Group thinks the Stages could be set better change them There are no right or wrong answers capture divergent views We are looking to begin conversations, not complete them Have fun !
