A family services portal for an NBA franchise. Player and staff families request arena credentials, parking, hotels, flights and car service in one guided flow and follow each request in its own thread. Family services runs approvals and the season from a command centre, and a tablet desk checks families in on game night.
Player and staff families at an NBA franchise need a lot around every home game and every visit: arena credentials and parking, hotels, flights and car service. Requests arrived through a chain of separate forms, the family services team ran approvals from a separate back office, and the game-night credentials list lived apart from the requests behind it. Families had to learn more than one place, and the team had to reconcile everything by hand before tip-off.
One portal for player families, the family services team and the game-night credentials desk: a guided request flow for nine family services with a thread on every request, a command centre, request queue and season schedule for the team, and a tablet-first desk for check-in on game night.
Player and staff families at an NBA franchise need a lot around every home game and every visit: arena credentials and parking, hotels, flights and car service. Requests used to arrive through a chain of separate forms, the family services team approved them from a separate back office, and the game-night credentials list lived apart from the requests behind it. Base Flows built one portal for all three sides. Families open it to the next home game, their open requests and the resources they need, on desktop or phone. A single guided request flow covers nine family services, and the fields change for each one, so a car service asks for pick-up details and a credentials request asks for the game, the names on the passes and the pick-up point. Every request carries its status and a message thread with family services. Staff can mark a note as internal and it stays with the team, while the rest of the conversation stays visible to the family. Families only ever see their own requests and profiles, including the details family services keeps on each family member, from sizes and dietary notes to guardians for children. The family services team works in the same app. A command centre shows what is waiting and for how long, the request queue filters by status, service, requester and game with bulk updates and CSV export, and the season schedule shows credential requests, approvals and check-ins for every home game. Services, payment methods, pick-up points, departments and credential types are tables the team edits itself. On game night, a tablet-first credentials desk lists every family approved for that game with their pick-up point, checks families and guests in with one tap, keeps full-season holders and walk-up passes in view, and prints the list. What a family asked for, what the team approved and what the desk checked in are the same records, with nothing to reconcile before tip-off.
1 / 10 · Family portal home showing the next home game against the Utah Jazz with tip-off time and quick actions
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