How might Cvent improve its on-site check-in and badge printing solution to reduce wait times at large conferences?

Introduction

To improve Cvent's on-site check-in and badge printing solution for large conferences, we need to focus on reducing wait times and enhancing the overall attendee experience. This challenge involves optimizing the check-in process, streamlining badge printing, and leveraging technology to create a more efficient system. I'll outline my approach to addressing this issue, considering various stakeholders and potential solutions.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking about the scale of these large conferences. Could you provide more information on the typical attendee numbers we're dealing with?

Why it matters: This helps determine the capacity requirements for our solution. Expected answer: Conferences ranging from 1,000 to 10,000+ attendees. Impact on approach: Would influence the number of check-in stations and printing capabilities needed.

• Considering user behavior, I'm curious about the current check-in process. What's the average wait time for attendees, and at what point do we consider it problematic?

Why it matters: Establishes a baseline for improvement and helps set clear goals. Expected answer: Current average wait time is 15-20 minutes, with anything over 10 minutes considered problematic. Impact on approach: Would help prioritize solutions based on their potential to reduce wait times.

• Examining pain points, I'm wondering about the specific bottlenecks in the current system. Is the delay primarily in the check-in process, badge printing, or both?

Why it matters: Identifies where to focus our improvement efforts. Expected answer: Both areas contribute, but badge printing is the primary bottleneck. Impact on approach: Would guide whether to prioritize check-in optimization or printing technology upgrades.

• Considering the product lifecycle, where does Cvent's current solution stand in terms of market adoption and technological advancement?

Why it matters: Helps determine if we should focus on incremental improvements or more radical innovation. Expected answer: The product is widely adopted but facing increasing competition from newer, tech-forward solutions. Impact on approach: Would influence the balance between improving existing features and introducing new technologies.