Skydive Santa Barbara

Situation

Skydive Santa Barbara offers the highest tandem jumps available in California and serves a high volume of customers. The team spent significant time managing bookings and answering common questions about the jump. For many customers, booking a skydive is both exciting and unfamiliar.

Strategy

Give customers control and give staff their time back. A custom booking platform lets customers make every choice themselves, while content is organized around the decisions a first-time jumper has to make and connected directly to booking.

Execution

• For customers. Book by date and time, choose an altitude, add extras, pay a deposit or in full, add details for every party member, gift a jump, change a booking and get text reminders.
• For operations. Slots per altitude, availability changes on any jump, pricing by day and time, a daily emailed manifest, waivers and fee collection.
• Customer journey. Content on altitude, safety, training, what to expect and preparation, with calls to action that stay visible without crowding the page.
• Performance. Tracking for email, SEO and PPC, and site speed improved with CDN and caching.

My role

As Creative and Strategic Director, I led stakeholder sessions to find operational inefficiencies and opportunities in booking, and personally designed the entire UI/UX.

I defined the tech stack, assembled the team, and kept the client and cross-functional teams aligned through delivery.

What changed

First-time customers have a clear path from interest to a booked jump, and staff spend less time on bookings and repeat questions.

Booking, training, tandem content and gift cards now work as one customer journey, with a foundation for both conversion and growth.