Video Guides: How We Created Slamin’s Customer App How-To Videos
- The Change Starter
- 6 hours ago
- 4 min read
Making Slamin’s Services Easier to Access with Video Guides
Slamin is a tennis coaching business working with both adults and children, with a strong focus on junior programs. For parents, that often means managing busy after-school schedules filled with sport, study, and family commitments. Slamin’s customer portal was designed to make life easier, giving families the ability to handle enrolments, update details, report absences, and book make-up sessions online. But while the portal was functional, many parents still turned to admin staff for help with simple tasks. For time-poor families juggling multiple activities, even small roadblocks could feel frustrating.
Objectives
To make the portal easier to use and to empower members to manage their own accounts, we produced a tailored series of video guides.
Our objectives for this project were to:
Deliver straightforward video guides that walk members through the portal’s core features
Help players manage enrolments, schedules, and account details independently
Demonstrate how to log absences and arrange make-up sessions using the portal’s tools
Reduce the administrative workload for Slamin staff by encouraging self-service through video guides
Enhance the overall member experience by making the portal more accessible, intuitive, and user-friendly
By introducing video guides, Slamin could support its members 24/7 without increasing admin demands, ensuring smoother operations and greater convenience for the community.
Strategy
Our strategy was to create a series of short, engaging video guides to support Slamin’s tennis club customer portal and make everyday tasks easier for members. Each tutorial was designed to be bite-sized and focused on a single function, so parents could quickly find the answers they needed without feeling overwhelmed.
By keeping the content clear, instructive, and step-by-step, the guides gave members on-demand instructions they could follow at their own pace. Whether it was updating passwords, reporting absences, or booking makeup sessions, the videos broke down each process into simple, manageable actions. This approach not only removed confusion and built member confidence but also significantly reduced the need for staff to step in, freeing up their time to focus on delivering a better overall experience.
The use of video guides not only made the portal more accessible and user-friendly for members but also reduced the number of repetitive questions directed to the admin team. This freed up valuable staff time, allowing the team to focus on higher-value work while ensuring members had on-demand support 24/7. By combining simplicity, clarity, and accessibility, the project streamlined player management, improved operational efficiency, and enhanced the overall customer experience for Slamin’s community.
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Deliverables
To support Slamin’s customer portal and drive stronger adoption among members, we created a suite of concise, practical video guides. Each guide was designed to be simple, step-by-step, and easy to follow, allowing members to complete common tasks without relying on admin assistance.
The video guides we produced covered the portal’s most frequently used features, including:
Updating Your Password – A secure, step-by-step video guide for changing account passwords.
Adding an Enrolment – Instructions on how to enrol in new programs or sessions with confidence.
Adding a New Player – A walkthrough video guide simplifying the player registration process.
Booking a Make-up Session – Demonstrating how to quickly schedule catch-up sessions through the portal.
Informing of Player Absence – A clear video guide showcasing the streamlined absence notification feature.
By creating these targeted video guides, we empowered players and their families to navigate the portal with confidence and independence. The guides not only improved accessibility and reduced confusion but also helped minimise routine support requests, freeing up time for Slamin’s admin team. Ultimately, the video guides enhanced the overall member experience by making everyday interactions with the portal faster, easier, and more intuitive.
Creative Showcase
How to Add an Enrolment
How to Inform of Player Absence
How to Update your Payment Details
How to Update your Password
How to Book a Make up Session
How to View your Invoices
How to Add a New Player
How to Update your Personal Details within the Customer Portal
Outcomes
The series of instructional video guides has significantly improved how Slamin’s players and families engage with the customer portal. Members can now navigate the platform with ease, manage their accounts more confidently, and complete everyday tasks without needing admin support. By making the portal more intuitive through these video guides, we reduced the volume of routine queries directed to staff, freeing them up to focus on delivering a higher level of service and building stronger member relationships.
The video guides were also well-received by Slamin’s internal team, who appreciated the clarity, quality, and practicality of the content. In fact, no revisions were requested, which reflected how effectively the video guides communicated the necessary information to their intended audience and provided immediate value.
This successful collaboration highlights our ability to create high-quality, results-driven video guides that both empower end users and streamline operations. By combining clear communication with practical solutions, we helped Slamin deliver a smoother digital experience for its members while reducing administrative strain on staff.
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