Mindstamp + Diamond Scheduler: An Interactive Video Revolution in Sports Scheduling

Introduction

Diamond Scheduler has made sports scheduling software since 1999.

Its customers use the software to schedule different sports for leagues of many sizes, so its tutorials must explain the scheduling process clearly.

Diamond Scheduler chose Mindstamp to add an interactive layer to its tutorial videos for current and prospective users.

Here's a closer look at this partnership and its outcomes.

Challenge

Diamond Scheduler's software, while powerful, often necessitated a learning curve. New users, in particular, faced challenges in understanding certain advanced features while dealing with multiple constraints from their players, coaches, umpires, and venues.

The existing tutorial videos were static. They showed view counts but did not collect direct viewer responses or detailed interaction data.

This frustration left Diamond Scheduler looking for an alternative solution that would help them increase user engagement with their tutorials as well as improve their content via unique insights.

Solution

Diamond Scheduler added several Mindstamp features to its tutorials and used the resulting data to understand viewer behavior:

Interactive Elements: Diamond Scheduler added clickable buttons to key parts of their tutorial videos. These buttons linked directly to relevant sections of their online documentation, support pages, or specific features within the software, ensuring viewers could instantly find more detailed information if needed.

Quiz Integrations: After major sections of the tutorials, Diamond Scheduler embedded short quizzes to test user comprehension. This added a two-fold benefit – users received immediate feedback on their understanding, and Diamond Scheduler could pinpoint areas where the content might need more clarity.

Feedback Loops : Diamond Scheduler added feedback prompts at the end of videos, allowing users to voice concerns, ask questions, or suggest topics for future tutorials.

Deep Analytics: With Mindstamp's analytics suite, Diamond Scheduler was able to track viewer behavior in detail, from understanding which sections were most watched to identifying drop-off points and button interaction frequencies. If a customer support representative was contacted by a customer, that representative could quickly see what tutorials they have watched so far.

Results

Diamond Scheduler enjoyed a number of benefits by making their tutorial videos interactive, including:

Increased Engagement: On average, users spent 35% more time on the new interactive tutorials compared to the old ones. The interactive elements ensured that viewers remained engaged and actively sought additional information.

Enhanced Comprehension: The number of support tickets from customers who watched the videos were lower compared to the previous year, and anecdotally "simpler"

Viewer feedback showed Diamond Scheduler what customers understood and which topics needed clearer content.

Data-Driven Improvements: With detailed analytics, Diamond Scheduler was able to revamp sections of their software based on user interaction and feedback from the videos, leading to a more user-friendly platform.

Conclusion

The interactive tutorials gave Diamond Scheduler engagement, comprehension, and feedback data it could use to improve later content.

"For companies looking to continually empower their customers while also getting insight into customer behavior, we would strongly recommend Mindstamp's interactive solution" - John Cross, Diamond Scheduler Operations

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