How We Automated the Booking Experience for PSS

Polish Soccer Skills is one of the most recognizable training projects for children and young people in Poland. For years, it has been organizing camps, day camps, and development programs covering various locations, dates, and skill levels. The scale of the project has a direct impact on the scale of the booking processes.

How did it start?

Before we started work, we analyzed the existing registration system. We saw a solution that was functionally complex but difficult to use on a daily basis. Parents had to go through many steps, fill out long forms, and use a limited number of payment methods. Each additional step increased the risk of abandoning the reservation.

According to data from the Baymard Institute, the average cart abandonment rate on websites exceeds 70%. In industries based on forms and one-time payments, this problem becomes even more apparent. That is why we focused on simplifying the process without losing administrative control and data quality.

What was most important when creating the booking system for Polish Soccer Skills?

From a design perspective, the most important user of the system was the parent or legal guardian. They are the ones who make the decision, are responsible for payment, and provide the child's data. Already at the analysis stage, we made one assumption: the user should not have to think about what to do next.

We focused on the following areas:

• the speed of the booking process – every unnecessary step reduced comfort;
• clarity of information about dates, locations, and prices;
• the ability to register without creating an account;
• transparency of payments, including installments and advance payments;
• clear communication after booking.

Research by the Nielsen Norman Group shows that users need less than 10 seconds on average to assess whether an interface is understandable to them. If uncertainty arises during this time, the risk of interrupting the process increases. The above data became one of the reference points when designing the new solution.

What did we focus on?

When designing the new system, we focused on logically dividing the entire process into clear stages. From the very beginning, the user can see what stage they are at and how many steps remain to complete the booking. This structure reduces decision-making stress and builds a sense of control.

We divided the process into the following stages:

• selection of camp, location, and date;
• filling in the participant's and guardian's details;
• summary and payment.

Each stage has been designed to function independently while maintaining visual and logical consistency with the system as a whole.

The first screen of the system is a list of available camps. The user can filter by camp type, location, and date.

Camp type:

Location:

In this case, we have used solutions known from booking services, but adapted to the specifics of sporting events.

Each item on the list contains:

• the name of the location;
• the session number and date range;
• the type of event;
• price per participant;
• information about available installment payments.

We wanted users to be able to compare offers without going into details.

Limiting the number of fields in contact forms while maintaining data completeness

Forms are one of the most common sticking points in booking processes. Too many fields are discouraging. On the other hand, too few cause operational problems for the organizer.

Our goal was to find a balance.

So we introduced logical data grouping:

• basic participant data;
• sports and organizational information;
• health and nutrition issues;
• address details;
• legal guardian data.

Each section has a clear heading and a brief explanation. Fields requiring special attention are visually highlighted without the use of aggressive messages.

Consistent collection of participant data in a single view

The participant data screen is one of the more complex areas of the Polish Soccer Skills booking system. The user fills in the child's first name, last name, date of birth, and gender. In addition, we have included an option to provide information about whether the child has a complete sports outfit, which directly affects the final price.

The rest of the form contains detailed information:

• size of jersey and socks;
• preferred position on the field;
• height of the participant;
• information about diet and accommodation;
• mailing address.

Removal of the registration requirement at the booking stage

One of the important decisions was to enable reservations without creating an account. Users can log in with an existing account or continue as a guest. This solution significantly reduces the time needed to complete the registration process.

For those who have an account, we have provided a classic login with the option to remember their details. For new users, the guardian data form appears at a natural point in the process, without the need for prior registration.

Our actions were based on a significant reason. Research provided by Storyly shows that mandatory registration before purchase is one of the most common reasons for abandoning forms. The use of guest mode reduces this phenomenon without compromising data security.

Organized payments and clear presentation of costs

In this case, parents receive a clear summary of costs before choosing a payment method. The base price, any additional fees, and discounts are visible in one place, without the need to scroll and search for information in the terms and conditions.

We have integrated Przelewy24, which allows for various forms of payment. The system supports full, installment, and advance payments. Our goal was to provide greater financial flexibility for families and reduce the risk of cancellation at the finalization stage.

Clear summary of the reservation before payment

The summary screen serves several functions at once. On the one hand, it closes the decision-making process, and on the other, it organizes all the information collected earlier. 

What does the user see?

• the selected camp and date;
• participant details;
• final price;
• available payment methods.

Each payment method is clearly labeled with a name and graphic symbol. In addition, the required consents and declarations are placed in a logical location without interrupting the continuity of the process.

Clear presentation of guardian data and formal consents

The guardian data screen has been designed to comply with applicable data protection regulations. The form contains the necessary contact fields and a consent section, clearly described and easy to understand.

We paid special attention to the clarity of the legal content. The consents are not hidden in long blocks of text, but divided into logical sections. The user knows exactly what they are consenting to and for what purpose the data will be processed.

According to a report by the Personal Data Protection Office, lack of transparency in consent is one of the most common reasons for user complaints. That is why we treated this stage with exceptional care.

Automation of communication after completing the reservation

One of the most important elements of the new system was the automation of communication. After completing the booking, the user receives a confirmation message with a complete set of information. Subsequent messages inform about the payment status, remind about subsequent installments, and enable the download of necessary documents.

From the organizer's point of view, this solution reduces the number of email and phone inquiries. From the parent's perspective, it gives a sense of order and control over the entire process.

The automated messages are simple and easy to understand, without excessive formal language. They contain specific information, dates, and contact details, without unnecessary embellishments.

Remember!

Customers who have made a reservation by creating an account can view their orders after logging into their profile, including how much they have paid in advance and how much remains to be paid.

Centralization of booking management in the administration panel

The booking system does not end with the user form. An equally important element is the administrative backend used by the Polish Soccer Skills team. Already at the design stage, we knew that the panel had to be intuitive and error-resistant.

Administrators were given access to:

• a list of reservations with filtering by dates and locations;
• payment statuses;
• participant and guardian data;
• communication history;
• documents and attachments.

As a result, managing registrations does not require manually checking messages or spreadsheets. All information is in one place and is updated in real time.

In terms of additional features, we would like to highlight the following:

• exporting ready-made lists of participants for a given session – the system allows you to quickly generate complete lists of participants assigned to a specific session, containing all the necessary organizational data, enabling efficient preparation of documentation, attendance lists, and logistical materials;
• defining sessions with the option of assigning them dates and locations, prices, and the number of available places – the administration panel allows you to create sessions yourself with a full set of parameters, enabling flexible management of the offer depending on the location, date, and organizational assumptions;
• managing the inventory of stays – the system automatically controls the number of available places in each stay, updating it in real time with new reservations, which reduces the risk of overbooking and organizational errors;
• the option to sign up for a camp on a waiting list – if the limit of places is exhausted, the user can sign up for a waiting list, and when a place becomes available, they receive an automatic message with information and a link leading to the standard booking and payment process;
• the ability to add hidden camps – the system allows you to create camps that are not visible to the public on the website, intended for selected participants, available only via an individual link, which allows you to handle closed groups and special events.

Preparing the system to serve users from different countries

The booking system has been prepared in two language versions: Polish and English. This is a response to the growing interest in camps from participants outside Poland and families living abroad.

We have used a uniform content structure in both language versions, ensuring consistency in terminology and style. It was also important to maintain readability on different devices and to adjust the contrast and text size to the basic principles of digital accessibility.

Results of implementation – what happened shortly after the Polish Soccer Skills booking system was implemented?

The new booking system was implemented and quickly became the primary tool for registering for camps and day camps. The most important effects were noticeable both on the part of users and the organizational team.

From an operational perspective, the system streamlined processes, reduced the time needed to process a single booking, and reduced the number of errors resulting from manual data processing. On the user side, the clarity and comfort of the entire process improved.

Although not every effect can be measured in numbers, some of the changes were clearly noticeable:

• fewer interrupted reservations;
• shorter time spent filling out the form;
• fewer payment inquiries;
• better data quality in the system;
• more efficient communication before and after the camp.

Polish Soccer Skills modern booking system – Project conclusions

The work on the booking system for Polish Soccer Skills was an example of a project in which technology served as a tool rather than an end in itself. The most important decisions were made at the intersection of user needs, organizational realities, and data responsibility.

This project confirmed that a well-designed booking system:

• organizes processes;
• reduces the number of errors;
• builds user trust;
• has a real impact on the efficiency of the organization.

From the team's perspective, it was a job that required attention, analysis, and consistency in decision-making. The result shows that simplicity does not mean sacrificing functionality. On the contrary, it is often the best expression of it.

Would you like to receive an individual quote for an application or reservation system project? Contact SKM Group! We design our solutions based on the latest data!