Treiner Presentation - Service Design Cilent

What is Service Design again?

Like UX in that it: ● ●

Uses research and synthesis to surface user/customer insights Puts people first in the design process

Unlike UX in that it: ● ●

Is not focused on specific product experience but rather the best end-to-end journey Looks beneath the customer journey at the internal business functions required to deliver a holistic experience

Service Design (SD)

Customer Experience Design (CX)

User Experience Design (UX)

Preparing our ďŹ nal presentation Background and our approach?

Future state vision

Current state

Future state journey

Affinity mapping

Vision to reality Appendix?

Our understanding of the brief Our personas

The opportunity

Service blue print Crazy 8s

Our approach Current state journey

Recruitment briefs

Initiatives How might we?

Concept cards

Our interviews

Interview guides

Prioritisation Pain points

Story boards

Our findings

Testing feedback

Affinity map?

Roadmap Photos of the process

TEAM 1: Julia, the Social Parent

Current State Journey Map

Pain Points #1. Getting Recommendations on clubs and the sport through social networks

#2. Uncertainty of coaches in a club until session begins

The journey of finding a new activity for children is a new experience that a parent has not been involved in before. It’s overwhelming as there is a lot of new information. They don’t know what they don’t know, and therefore aren’t sure whether they’re doing it right and asking the right questions. All of the information the parent are getting is subjective, most of it is WOM and there isn’t one source of truth, and the various opinions and advice can be overwhelming.

This is potentially anxiety provoking as parents can't be certain that their kids’ needs will be met, whether there will be an appropriate coach (e.g. a female coach) or whether the coach will show up, and lastly whether the kids will like the coach. The location is mostly a new location and facilities and quality can vary greatly, again parent don’t know what to expect until they arrive.

Pain Points #3. Exhaustion due to time constraints

#4. Cost

Having children involved in a new activity is a new time consuming commitment for a parent. They will have to make themselves available to watch training session as well as games. This will take a chunk of their very limited time. They will also need to factor in additional driving and commuting times, as well as organising shared transport to training/games is also time consuming.

Club memberships are paid upfront and are a ďŹ xed long term cost for a parent and or family.

There is not much exibility for a pay as you go model for parents who want to trial a Club.

There is uncertainty around whether the kids will want to stay on the team for a longer term and whether they will continue enjoying playing in the club.

How Might We

build the social capital of soccer clubs and provide trusted options for parents of soccer players so that

they can make informed decisions to suit their child’s needs and

Treiner can generate a broader customer base?

Ideation - Concept Cards TREINER AMBASSADORS

SOCIAL DEVELOPMENT

Treiner would engage high profile football players to showcase skills which can be used to lead people to their website.

Coaches will be taught modules by Treiner which should include soft skills that will improve children’s social development.

Features: ● Entices coaches as they can have videos created for free when they get good ratings ● Used on social media to advertise

Features: ● Treiner would develop/establish partnership to provide education to all coaches to ensure standardised knowledge ● Coach would show on their profile that course had been completed

Benefits ● Positions Treiner as a go to resource for football needs and knowledge ● Creates aspiration for coaches to have videos featured

Benefits ● Appeals to parents as their children are not only being taught technical skills ● Builds credibility of coaches ● Upskills coaches to deal with specific scenarios

Ideation - Concept Cards COACH CONSULTS

TIERED COACHING

Allows the parent to book in a time to chat with the coach over the phone/web.

Splits coaches into 3 clear categories which identifies their experience and skills.

Features: ● Parent can book a time to “consult coach” ● This can be a fee paying service, and can be redeemed on first booking ● Benefits ● Allows the parent to build rapport with the coach ● Puts parents at ease and builds trust ● Fee paying ensures the coach’s time is not wasted

Features: ● Will categorise coaches ● Allows coaches to upskill ● Rates coaches based on experience and competence Benefits ● Easier for parents to search for coaches ● Creates a framework of standardisation that coaches need to conform to ● Parents get a consistent experience

Prototyping - Storyboard

Testing - SWOT Analysis Strengths ● Simple, straightforward interface that is UI/UX friendly and ergonomically easy to use, even for those who aren’t so tech savvy ● 3 tiers of sessions/coaches: Bronze, Silver and Gold - make it easier for both parents/players and coaches to know what they are signing up for and what to expect ● Clear tagline - reiterates brand vision and values ● Treiner coach training program is great for upskilling and consistency and also a new revenue stream

Weaknesses ● Still can’t communicate with a coach prior to session, parents demonstrated they want to. How to assess a coach’s personality, as even though they have gone through Treiner training program, they need to click. ● If there are no coaches with a required skill set in a given location, it may be hard to retain that coaching lead

Opportunities ● Using ambassadors as promotion: sense of trust and credibility, ‘aspiration’ mindset ● Reviews bring in new business as people evidently rely on Word of Mouth. ● Start introducing this into clubs to fill training sessions ● Location is fundamental for using the service, opportunity to increase its market appeal by having location at the front end of the platform, and utilise location data to identify untapped markets.

Threats ● Other platforms such as Coachable, and competitors such as SSA, all who offer similar online booking services ● Parents might be time poor and unable to dedicate time to making an online booking ● It could be hard to convert customers who usually rely on WOM, how do we attract and retain?

From vision to reality...

 

Service Blueprint

INITIATIVES FROM SERVICE BLUEPRINT

TYPE PEOPLE

INITIATIVE

DESCRIPTION

Marketing Manager

Designating a Marketing Manager will ensure there is someone responsible for clear messaging about who Treiner is, ensuring brand-trust development, and executing a marketing and communications plan. They will oversee the planning and coordinating of marketing activities and creation of video content.

PROCESS

Developing a marketing and comms Plan

PEOPLE

IMPACT ON THE USER

EASE OF EFFORT FOR TREINER

DESIGNATION

Transformative/ visionary

High

Med/High

A marketing and communications plan will ensure there is consistency across the board with information going out to the public. The aim is to build brand-trust, as a means to lift the profile of Treiner and onboard more players. The plan should have an end-to-end focus and include marketing initiatives such as a location based roll out of marketing and onboarding of coaches and players (i.e. where there is an untapped coaching market), social media & online advertising, SEO, utilising in-house data for marketing initiatives, developing brand partnerships, managing public relations and reconciling owned content.

High

Med/High

Keystone improvement

Treiner Ambassadors

An initiative of a marketing plan would involve having one or more high profile, well known, football players as ambassadors. Such influencer marketing will help promote the Treiner brand and assist in reaching and engaging with relevant stakeholders (players, parents, other coaches) and communicating Treiner as a trusted, go-to brand.

Treiner could lift its profile by, for example, creating simple videos (embedded YouTube clips on Treiner website) featuring ambassadors demonstrating football techniques, tips or tricks, while sporting the Treiner logo.

Mediu m

High

Transformative /visionary

PROCESS

Validate Coaches’ Credentials automated

Treiner could automate credential checking by utilising a third party service such as CV Check. This would remove potential human error doing in-house checks while also saving time.

High

Low

Quick Win

PROCESS

Soft skills training earns a ‘soft skills medal’

Adding another element to the player’s experience, coaches could be trained on soft skills such as empathy, teamwork, and non-technical skills. Here Treiner could partner with a company such as Skillhare, Udemy, or locally run Groupwork Institute, to deliver cost-effective emotional intelligence courses to coaches. This initiative adds to the service offering, as specific coaches could focus their teaching on building confidence in players, or developing teamwork skills, and other life skills, using football as a teaching medium. The coaches’ course certifications would earn them the right to claim a ‘soft skills medal’ that they can list on their profile, allowing the grouping of coaches into categories based on their strengths in these areas. Once coaches are categorised, this would allow coach-seekers to filter coaches by these additional categories.

High

High

Transformative /visionary

PROCESS

Categorising of coaches by qualifications

A simple initiative as part of the vetting process, assessing coaches’ qualifications and experience and designating them as a Bronze, Silver or Gold tiered coach.

INITIATIVES FROM SERVICE BLUEPRINT

TYPE

INITIATIVE

DESCRIPTION

IMPACT ON THE USER

EASE OF EFFORT FOR TREINER

DESIGNATION

TECH

Video Content and live scores via sms

The Treiner platform/app and internal staff/or coaches have the capabilities to record a training session. This video can also serve as a feedback mechanism for parents, players, coaches and the Treiner management team for continual improvement. This could be easily executed using a phone mounted on a simple stand.

A feature of the app could be to keep score during a game, updated by the coach. The app could have an inbuilt notification feature that notifies parents when a goal is scored, and by which player. This enables parents to experience ‘magic moments’ and keeps them involved in the game when they are unable to attend.

High

Medium

Keystone improvement

PROCESS

Data analysis program

Customers’ first interactions with the platform provides useful data. Postcode/location and coaching expectations data can be leveraged to roll out the platform in targeted marketing campaigns in specific locations, and fine tune Treiner’s offering.

High

Low

Quick Win

PEOPLE

Customer Support Manager

A CSM will be available to answer queries and address any issues/disputes from customers or clients. Having a CSM will instill a sense of trust in the Treiner brand, counter any negative reviews and enable the platform to be refined by addressing customers experiences.

High

Medium

Transformative/ visionary

Treiner Coaching Method

One initiative to deliver service consistency (coaching) Treiner is to develop normalised and standardised training sessions, i.e. goalkeeping skills, dribbling, or any other aspect of training, so that every coach listed on Treiner provides consistent high quality sessions - the Treiner way. These sessions and the coaches that deliver them could be grouped into defined tiers that suit particular player’s needs. For instance, consisting of three tiers, bronze (beginner players - and bronze, silver or gold tiered coaches), silver (intermediate players - and silver or gold coaches), and gold (advanced players - and gold tiered, elite coaches). Grouping sessions into tiers would enable the delivery of ongoing programs for player development, much like courses - the bronze program, through to the gold program. This simple concept could be achieved utilising existing information on listed and vetted coaches, categorising coaches based on their qualifications and experience, developing checklists of skills to cover for a given session, and grouping sessions into defined (and branded) tiers for program delivery.

High

Medium

Keystone improvement

Listing of clubs on the platform

Listing clubs in an area and having simple details about the club will help parents make an informed decision when choosing a club. There are mutually beneficial opportunities for Treiner and clubs in forming partnerships, for example the Treiner platform may help with the resourcing of club coaches. The other benefit to Treiner is indirect, as it increases the social capital of soccer clubs by encouraging player recruitment in clubs, and the more kids playing soccer, the larger the market is for coaching. This social-entrepreneur inspired element of the platform lifts the capacity of club’s recruitment, but also acts as a way to bring clubs into the Treiner tent.

High

MedHigh

Transformative/ visionary

PROCESS

PROCESS

Prioritisation of Initiatives

Roadmap

Any questions?

TEAM 2: Rowan, the Power Parent

Prioritisation of ‘backstage’ initiatives

TYPE

INITIATIVE

DESCRIPTION

IMPACT ON THE USER

EASE OF EFFORT FOR TREINER

PEOPLE

Resource to develop functional enhancements

A person with ability and capacity to build a platform where videos and goals can be uploaded by parents and coaches.

High

Medium

PEOPLE

Active management of all coaches

Use only good quality/engaged coaches on the site – less is more. Coaches to be managed as would be employees (e.g. Uber Model) – complying with policy and brand guidelines.

High

Medium

PEOPLE

Appoint an account manager to each coach

An employee who onboards new coaches, makes their introduction video and follows up with them during their time with Treiner This will keep coaches using the Treiner service and appear more professional.

Medium

Low

PROCESS

Standardise the vetting and onboarding process

Improve vetting process of coaches before using Treiner and ensure they are made aware of policies around professionalism using chat, video recording and engaging with consumers.

Medium

Medium

PROCESS

Develop privacy and filming consent forms

Write privacy and consent policies that need to be signed by coaches and consumers allowing their children to engage in training and to be filmed while doing so.

High

Medium

PROCESS

Establish timeboxed parent / coach conversations

Coaches time spent speaking with parents is managed with a process like Timed Out Video Conferencing or pay per minute chat

High

Medium

PROCESS

Enhance organisational capability with job descriptions

Write job descriptions that allow new people to be recruited into roles as people come and go.

Low

High

PROCESS

Guidance documents to standardise the Treiner coaching experience

Operating procedures for delivering Treiner coaching, including template for the way a coach supplies video and feedback content.

High

High

PROCESS

Market analysis to identify and access the most profitable segments

Write a business plan that prioritises market segments and determine which segment is likely to add the most value.

Low

High

PROCESS

Communication schedule for follow up after each training session

Automated follow-ups with consumers after a session/ when videos have been uploaded/ prompting a rebooking.

High

Medium

TECH

Automate the coach vetting process

Develop tech to automate vetting of coaches/checking licenses etc

Low

Medium

TECH

Implement a scheduling tool for coaching and parent meetings

Allow coaches to schedule training sessions through the platform. Allow parents to get reminders of upcoming sessions. This will reduce chances of coaches double booking into sessions and remind busy parents so that they don’t miss their sessions.

High

High

TECH

Implement a video chat tool

Option for timed video chat or calls through website or alternative platform to allow all communications to be centralised and timed

High

High

TECH

Implement tools for coach / parent video session reviews and interactive goal setting

Recordings serve as a means to track progress. video recordings and goals need to be saved to the website so that parents and coaches can access and revisit as needed. These communications need to be housed on the website

High

High

Automate follow up communication and marketing

Re-bookings made through the platform, following an email prompt, makes it easier for parents to see value and commit to further sessions. This allows Treiner to forecast profits.

High

High

TECH

Any questions?

TEAM 3: Dan, coach with a business

Key insights - players and coaches Trust

Finding the right fit

Coaches seek community

Parents, players and clubs will not book coaches through Treiner unless they trust the platform.

Schools and clubs are frustrated and feel coach quality is ‘hit or miss.’

They’re not sure if they’re getting what they pay for.

Coaches have a vested interest and love of soccer.

Seek out a sense of community through the game.

Word of mouth

Relationships are vital

A brand to back coaches

Recommendations from trusted individuals still plays a vital role in booking coaches - this ‘still applies in the digital world.’

Parents and players are seek out coaches with emotional intelligence and leadership - ‘it’s more than game knowledge.’

Coaches need help building their profile, credibility and presence outside their immediate networks.

Coach pain points Player feedback

Self-promotion

Low-medium tech awareness

No system or process to effectively gather and act on the feedback of players, clubs and parents

Coaches don’t know where to go to build their profile and grow their client base.

Coaches struggle to differentiate themselves

Coaches don’t necessarily have the skills to leverage social media or digital platforms

Communication

Low budget

Difficult to compare

Coaches don’t have a simple, practical way to communicate with parents, players and clubs.

Most coaches don’t coach full time they can’t afford to break the bank finding new clients and getting their business running

Positioning themselves effectively is difficult when there are few points of comparison on pricing. It is hard to identify unique value in the market.

Dials we want to move

Treiner

Coaches

Parents

FROM

TO

“If I were to look for a coach for my child I would rely on word-of-mouth recommendations from other parents or the club. I do not trust the online environment as I need to know more detail about who a coach is and what they do.”

“I know I can trust Treiner.co and the coaches that advertise there as they ensure each coach is trustworthy and offer detailed explanations of what they do and who they are. I know there is a real person I can speak to if I have an issue or a question.”

“I have played and coached for years so my experience speaks for itself. Other than through clubs there isn’t really a clear route to finding the new students I need.”

“When I joined Treiner the onboarding process helped me understand how I could better promote myself so that my profile properly represents who I am and what I do as a coach. The Treiner Intro Event really kick started my network and from that I am building my reputation and profile online. ”

“Treiner is an online marketplace where coaches can offer sessions and where players can browse a range of coaches in their area.”

“We provide an industry leading service that introduces verified coaches to students, clubs and schools seeking soccer coaching.

We facilitate face-to-face Intro Events to ensure our clients find a coach they can trust that meets their needs.”

So we asked ourselves How might Treiner provide a way for elite coaches to manage, communicate and establish trust with clients and become an indispensable partner in running their business?

Concepts we explored Treiner MeetUp

Treiner Accreditation

Coach the coach

A live market day for coaches, players and the community.

Tiered accreditation program developed by Treiner

Strategies and lesson plans to keep coaches on top of their game.

Speed coaching Speed dating for clubs and coaches.

Treiner clubs program Treiner accredited coaches run football clinics in school.

Treiner Trusted Coaching Treiner facilitates face-to-face meetings between coaches and clients to launch coaches’ online reputations and build trust in the Treiner brand as THE resource for soccer coaches.

Features ● Coaches pay to join Treiner ● Tools for coaches to manage their business ● Treiner facilitates a program of face-to-face events ● Standardised onboarding and quality assurance of coaches ● Treiner connects reputable coaches with clubs, schools and private clients ● Treiner improves the value of its platform to coaches and clients and increases the chances of ongoing business.

Benefits ● Transparent and trustworthy coaches ● Incentivised engagement ● Comprehensive coach tools ● Engaging, gamified interface for students ● Additional revenue streams ● Improved coach profiles ● Better experience for coaches ● Treiner becomes an indispensable to coaches ● Clients have a verified and trusted online resources ● Strengthened Treiner brand

Enticed by what Treiner offers

Think

Feel

Extending relationship with Treiner

• Registers with Treiner • Goes through induction steps • Sets up complete profile on site • Invited to next appropriate Treiner MeetUp event

• Attends Treiner Intro Event • Meets Treiner rep and new clients face-to-face • Learns more about how to use Treiner • Introduced to a new network/community • Meets suppliers/health profs/other coaches

• Where do I get clients?

• I’ve heard great things about Treiner from other coaches and players.

• Treiner will help me grow my business and improve my game as a coach.

• Treiner cares about my business and my development as a coach • Treiner is friendly and accessible • Treiner will help me find the right clients for my business • The sign up process was easy to understand

• I couldn’t have done this on my own • I really enjoyed meeting prospective clients in person.

• I am receiving excellent leads by attending the meet-up.

• I’m getting invaluable access to schools, clubs and clients.

• The MeetUp was productive • My business is taking shape • I’m getting awesome content and ideas from Treiner about coaching and soccer generally

• I need to keep momentum up • I would recommend Treiner • I rely on Treiner to manage and grow my business • I feel like I’m growing as a coach

Under pressure, uncertain Excited anticipation

Relieved, optimistic Confident, informed, involved

Supported, connected to community and greater network

Satisfied, assured

Proud, organised, in control

• Evaluates event • Contacts leads • Gets bookings • Runs sessions

• Receiving majority of bookings through Treiner • Having regular communication with and feedback from players/clients • Receiving feedback and support when I need it from Treiner • Planing to attend future MeetUp

Coach development and relationship manager

Digital Marketing and event manager Customer service/ops/account support rep

Awareness and acquisition

A new onboarding experience

Accelerating trust and reputation

Activating relationships

Supporting autonomous success

Strategic use of social media for targeted advertising at all stages of the marketing funnel including remarketing.

Prioritisation of SEO and Google Adwords targeting coach specific search terms.

Implementing a new and comprehensive onboarding process to ensure coaches fully engage with the Treiner platform.

This will include How To videos, profile improvement prompts, enhanced troubleshooting/FAQs, and human customer support as required.

Implement strategic community engagement to complement the The Treiner introduction events (at schools/clubs/community MeetUps).

Treiner rep to facilitate event and ensure both coaches and students understand the benefits of the brand and platform.

Physical experience with the brand will be leveraged to build and position the Treiner brand in the market. We will be bigger and better than AusKick!

Treiner will use the power of the face-to-face event to kickstart relationships between coaches and prospective clients. Leads collected at these events will be hit with an eDM send promoting the profiles of the particular coaches in attendance.

Coaches start to see the benefits of joining Treiner and become brand advocates spreading further word of mouth.

Prompt coaches to start using Treiner's onboard tools for managing their businesses so as to cement the roll of Treiner in their business.

Drive ongoing use of the platform amongst coaches by delivering continuous value.

Implement automated eDM prompts to encourage uptake of Treiner coaching tools and to announce new features.

Establish feedback portal and communicate actions being taken to address requests.

Compile and communicate success stories to inspire and motivate coach network to increase continued engagement with Treiner.

Aligning for scale The establishment of new ways of working that promote strong culture of collaboration, information sharing and learning.

Implementing the use of tools such as Slack/Trello/Zoom to enable flexible teams and transparency.

Social media, Adwords, data analytics

CRM, coach assist portal, Slack/Trello/Zoom

eDM sends, lead data collection, video and photography

Feedback surveys, web forms and data analytics, CRM funnel

Innovating and developing web tools for coaches, automating content marketing

Looking inward

Initiatives

Evaluating relationship with Treiner

• Self-promotes to existing network.

• Makes plans for coming year.

• Finds Treiner through online search.

• Reads about Treiner offering on the website.

• Sees Treiner success stories on social media.

New roles

Tech

Engaging with clients through Treiner

Looking outward

Do

Entering relationship with Treiner

Technology

Process

Initiative

Initiative Details A new onboarding experience

Accelerating trust and reputation

Activating relationships

Supporting autonomous success

● Develop full funnel social media and communications strategy ● Implement new lead (coach) engagement strategy ● Introduce Treiner team engagement and collaborative workflow development (collaboration, information sharing and teamwork).

● Implement comprehensive onboarding process for coaches ● Provide coach profile support tools ● Enhance FAQ/Troubleshooting support across website

● Implement event coordination strategy (automate elements) ● Implement community /school/club engagement program ● Implement Brand building strategy ● Introduce live lead collection at events

● Implement post-event feedback strategy ● Implement new lead (student) engagement strategy to drive 1st bookings ● Promote business management tools to coaches

● Implement automated How To Use Treiner Better email strategy for coaches ● Develop coach tools product support and maintenance program ● Implement student/school/club side client engagement strategy ● Maintain dynamic content and offers on the Treiner website

● Strategic use of Facebook & LinkedIn for marketing ● Strategic use of Google search/AdWords ● Regular and consistent data analysis and A/B testing of comms ● Introduce Slack / Trello / Zoom amongst internal team

● Implement and feed CRM system ● Develop coach resources / portal ● Develop video explaining how to sign up and optimise profile

● Enhance email strategy (mailchimp/CMS) ● Promotion thru club channels, school channels and Facebook instagram & LinkedIn ● Enhance use of event Video / photography on site

● Implement Survey Monkey feedback collection ● Implement dynamic eDM send ● Consistent use of web forms and data analytics ● Active use of social media and email channels to promote success stories

Awareness and acquisition Aligning for scale

● Build out CRM stream ● Facebook & LinkedIn community building ● Ongoing development of web tools/forms/product features

Prioritisation of initiatives

Roadmap Quick wins (1-2 months) ● Recruit digital marketing and events manager. ● Strategic use of social media for advertising and prioritisation of SEO, and Google Adwords targeting coach specific search terms. ● Implement a new and enhanced onboarding process - how to videos, profile improvement prompts, enhanced troubleshooting/FAQs, and human customer support as required. ● Establish new ways of working that promote a strong culture of collaboration within Treiner.

Implement tools within Treiner such as Slack/Trello/Zoom to enable flexible teams and transparency.

Incremental (1+ years) ● Implement new lead (coach) engagement strategy and develop coach profile support tools. ● Implement marketing & media, and community engagement strategies. ● Recruit a Customer Service / ops / account support rep.

Visionary (2+ years) ● Implement Customer Relationship Management system (CRM) ● Implement comprehensive onboarding process for coaches. ● Enhance Coach development manager role to implement coach engagement strategy (content and tools) and introduce Treiner experience tiers.

● Implement eDM program, strategic web forms / surveys and meaningful data analytics. ● Implement event coordination strategy and ongoing development of coach tools, suport (product development and enhancements). ● Introduce live lead collection at events, develop business management tools for coaches and implement new lead client engagement strategy.

Any questions?

Appendices

Power Parent

Coach - current state

Journey Mapping Photos of the process of AfďŹ nity Mapping and Journey Mapping

Coach - future state journey map Enticed by Treiner Learning more about Treiner online.

Doing

Reading success stories on social media.

Entering relationship with Treiner Decides to sign up to Treiner

Thinking

Feeling

Treiner is trusted by players and coaches

Confident that Treiner will deliver real value Excited to join a community where he is looked after

Making bookings through Treiner Attends the Treiner meetup day

Extending the relationship Engaging with Treiner content

Onboarded to Treiner

Demonstrates his skills

Invited to Treiner meetup day

Meets interested clubs, players and schools

Using exclusive Treiner content and benefits

It was quick and easy to sign up

I couldn’t have done this on my own

I’m getting awesome content and ideas through Treiner

I rely on Treiner to run my business

I get invaluable access to clients

Treiner made a huge impact on my business

I will continue to use Treiner to grow my business and profile

Treiner is friendly and supportive This is service!

My business is getting traction

Informed - “I know how to get the most out of Treiner” Relieved - “ hard work done for me!”

Impressed - “why wasn’t I on this sooner?”

Touch points

Evaluating the relationship

Engaging with Treiner on social media

Hearing positive reviews from friends

Treiner will help me develop as a coach

Engaging with clients through Treiner

Social media

‘How to’ videos

Treiner website

Profile improvement prompts

Word of mouth

Treiner support person

Included in the Treiner community - “lots of others use and love Treiner” Organised and effective - “I have so many leads now” I have exclusive access to clients.

Treiner meetup day at local schools and clubs Coach development relationship manager Digital marketing and events manager

Recommending to friends Receiving bookings + feedback through Treiner

Satisfied - “I can see the value of Treiner”

In control - “I save time and hassle through Treiner”

Proud - “Treiner has helped me grow my business”

Looked after - “I have support when I need it”

Engaged - “I love Treiner’s content”

Delighted - “Treiner is a smooth experience”

Treiner website

Treiner website

Treiner social media

Treiner social media

Coach development relationship manager

Coach development relationship manager

Coach concepts Treiner accreditation Developed in conjunction with local football associations, the accreditation has three level - gold, silver, bronze. To be a coach on Treiner, each coach must undertake the accreditation. On the site, accreditation is linked to the profile - standardising skill and costs.

Features ● A fee associated to be on the site, accredited ● Coach access to Treiner marketing tools and events ● Access to more players for coaches

Accreditation program developed by Treiner

Benefits ● Builds brand credibility and trust ● Creates value in the being part of the Treiner ● Links to football associations

Coach concepts Treiner clubs program Treiner events where groups of coaches are introduced and promoted to local football clubs.

Features ● Coaches are introduced to clubs at organised events Benefits ● Clubs will refer to Treiner ● Clubs will use Treiner to source coaches ● Builds brand awareness and credibility

Speed dating for clubs and coaches

Coach concepts Treiner schools program Treiner uses their accredited coaches to run football clinics in primary schools.

Features ● Similar features to Auskick ● Skill sessions with kids ● Promotional material ● Discounts to signing up to Treiner / coaching session

Accredited coaches run football clinics in schools

Benefits ● Builds brand credibility and trust ● Increases awareness of the brand ● School association gives credibility ● Provides an alternative to parents other than clubs ● Humanises Treiner ● Try before you buy ● Free for schools and parents

Strategies and lesson plans o keep coaches on top of heir game

Coach concepts - Coach the coach In the enhanced version of the platform, Treiner can help coaches improve their training and leadership skills through free, online content.

Features ● Customisable lesson plans ● Tips on how to keep track of performance ● Lessons on team-building and rapport Benefits ● Treiner provides a holistic service to coaches ● Coaches skills are developed and so is their business

Exclusive discounts on soccer related products, retailers & health professionals

Coach concepts Exclusive benefits program One big problem Treiner faces is keeping coaches on the platform. Treiner could build layers of incentive and value by offering exclusive discounts and benefits for coaches.

Features The more leads you generate, the more points you gain can use at soccer games, retailers, to buy equipment Benefits ● Additional layer of value to the coach. ● Helps build credibility - strength in associating with reputable brands, positioned as a SportsTech leader in the sporting industry. ● Build customer loyalty, sense of belonging to a membership or a brand. ● Think Qantas points for Treiner.