Turning a rulebook into a guide that helps 200+ Fliteschool operators in 40+ countries run a better business.
Fliteschool operators teach people to fly over water on a Fliteboard. There are more than 200 of them in over 40 countries. Each one runs their own business, but riders expect the same great lesson wherever they are.
Flite was launching Fliteschool 2.0, with more leads sent to operators, automated follow-ups and commission when a lesson turns into a sale. The playbook explaining it read like a contract. It told operators what they must do and what they agreed to. It didn't show them why any of it helped their business.
How might we help independent operators run a safe, consistent and profitable Fliteschool, so riders get the same experience everywhere and Flite's brand gets stronger with every lesson?
Stakeholder Requirements
Worked with Flite's team to pin down what the playbook had to achieve for the business and for operators.
Content Mapping
Mapped every section against existing processes and procedures, to reuse what worked and fill the gaps.
Journey-led Structure
Rebuilt the playbook around the operator's journey, from setting up a school to running lessons and turning riders into buyers.
Operator-first Writing
Rewrote the content from the operator's side. Contract language like "you must" and "you agree to" came out. Clear reasons why each step helps their business went in.
Visual Design
Designed the branded playbook so it's easy to scan, with clear headings, short sections and checklists.
Digital Playbook
Built it as a digital playbook operators can reach anywhere, and Flite can update as the program changes.
Service Design
Content Strategy & Copywriting
Digital Playbook Design
Fliteschool 2.0 launched with a playbook written for the people who use it:
A single guide for 200+ operators in 40+ countries, so riders get the same experience anywhere.
Every step from setting up a school to the first lesson, in the order operators actually need it.
Each requirement explains how it helps the operator's business, not just how to follow the company regulations
Safety procedures, staffing models and emergency steps written to be used on the beach.
Shows operators how leads, follow-ups and commissions now flow to them from Flite.
A digital playbook Flite can update as the program grows.
Flite now has one way to explain how Fliteschool works, written from the operator's side. New operators can get started faster. Existing ones can see what's changed and what's in it for them.
See the full Flite partnership.
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