I was moved to Events to make quick progress on solving pain points for current users. Several clients had purchased our solution 9 months prior and were stuck in their implementation. Unfortunately, an implementation that should have taken less than 2 months was held up because of missing critical components for a smooth user experience in implementation. I got on calls with several clients who had purchased this solution and were frustrated and unhappy with the product. I met with them to listen and watch them walk through the product, and identified the source of their frustrations, and recognized the missing gaps to their workflow. I recorded the conversations and used Copilot to pull out themes that were noted repeatedly. The summary confirmed the biggest need was for multiple date/time and spaces in the request form. Often someone will come in to book all of their events at once, think theater programs that have 4 shows a year, spanning multiple dates and times; student/prospective student orientations with multi spaces, recurring meetings for student groups and organizations just to name a few. The list of examples from each institution was massive. This was clearly the first part of the process that needed to be handled. I worked with a developer to put together a quick prototype of a request with the ability to select multiple dates, rooms and resources in a clickable prototype. We went back to the customers and presented the prototype. This was a huge jumping off point for our clients, who felt heard and realized we were listening. We were able to quickly validate with them that our prototype had the most valuable piece of the product to the event form. The addition of this piece would unlock several bottlenecks that were preventing them from opening this for general usage. Design & Iterate: Working closely with our quality assurance team, we came up with use cases to vet our solution in the prototype phase. Could someone successfully create an event request with the solution we had? What was missing? What happened that we didn’t expect? What else does the client need? These are the questions I set out to answer. Outcome: I transformed upset clients into satisfied clients who were ready to push the solution forward for their user base. We learned so much about the pain points of this form directly from our client feedback to our prototypes and ideas on how to further enhance. I led the team of product manager and lead engineer to significantly invest our time to overhaul the event form flow in order to make a heavily used piece of our solution, seamless, intuitive and powerful. Our discovery and working closely with these clients helped us know that we needed to truly invest in the event request from the form settings to build the public facing request to the email confirmation and notifications received.