Highlighting Springshot Forms: Q&A with VP Product Roshan Patel

On the backend of our new Springshot Forms auditing platform, a complex template structure runs seamlessly, ensuring that auditors communicate effectively with their teams and efficiently capture data. The customizable auditing platform is set to its specific collection requirements before any Missions are performed, and through the entirely new user interface that emphasizes clean design, teams experience a consistent workflow. Springshot Forms helps ease task organization, improves collaboration, allows for immediate notifications about adjustments or fixes, and verifies completion. This is the logical quality platform you’ve been waiting for.

We recently caught up with Roshan Patel, VP Product at Springshot, who walked through the goals of Springshot Forms and highlighted its most useful tools and features.

Question: How does the structure of Springshot Forms work to ensure tasks completed by remote teams are done so on time and correctly?

A: The goal of Springshot Forms is to help our customers create a better quality product. We do this by allowing auditors to easily capture high-fidelity data, allowing crew members to get immediate feedback on their performance, and providing a platform for collaboration around the structured data. These goals can only be achieved through a backend that accurately and granularly models the real world and supports the intuitive interfaces created by Hannah and our design team

Springshot has experience supporting safety, facility conditioning, and customer experience audits, but I’ll focus on aircraft turns. For airline partners, we break down every section of the aircraft. We have sections defined as first class seats, economy seats, lavatories, galleys, carpets, and flight decks. Within each of those sections, our structure allows us to determine how many individual objects we want an auditor to audit. Because every part of every aircraft is modeled at the most granular level, we are able to build algorithms to smartly guide the auditor on where they should focus their attention. 

The auditor no longer has to carry the mental burden of trying to figure out “how many and which seats should I audit?” If an airline partner would like 30% of the economy class seats audited, Springshot Forms will highlight exactly which seats should be the auditor’s focus. Springshot Forms allows the auditor to complete an audit faster and increase the fidelity of the data by removing decisions that an algorithm can make.

Q: Tell us about Springshot Forms’ built-in feedback feature?

A: For us, Springshot Forms, as a quality platform, is not just checking if the work was completed to spec or not. The only way to drive systematic improvements — and drive up quality scores — is to provide immediate feedback to the crew performing the work. This is not auditing for the sake of slapping wrists. When an auditor fails an item on Springshot Forms, we immediately provide that feedback to the person who performed the work. We believe people want to do better, and with the closed feedback loop between the crew that performed the work and the auditor, everyone knows exactly how to do better. 

Additionally, positive feedback is also provided. Celebrating good work is just as valuable and bringing awareness to areas of improvement. As a result, Springshot Forms gives more context into what is being done, how it can be fixed moving forward, and what is going well. It’s an instantaneous feedback loop.

We actually take the idea of feedback even further: Because every object is structured and because we have built a community of users who are working on the flight with all the other necessary job roles, we have created a product that allows users to easily open channels of text or voice communication directly to the necessary people. The auditor has the ability to seamlessly bring the gate agent, cabin cleaner, and maintenance crew into a channel because of a broken seat and reduce the time it requires to fix the problem.

This is not auditing for the sake of slapping wrists. Springshot Forms gives context into what went wrong, how it can be fixed moving forward, and what is going well. It’s an instantaneous feedback loop.
Roshan Patel, VP of Product

Q: How then does Springshot Forms use the data that’s collected during the auditing process to analyze for trends and, subsequently, to help further customize templates?

A: As I mentioned, our model has broken down and structured everything that could be audited. This has allowed us to build a scoring algorithm that helps easily highlight systematic trends in an operation and scores the audits based on the relative importance of audited areas. It allows us to identify where the team should focus efforts to drive operational improvements. For example, crumbs on the seat of a first class seat is going to be more impactful to the score of the audit than seatbelts not being crossed in economy. 

From our experience, we know that operational goals can move. Our scoring is built to be dynamic and change along with our customers needs and insights from previous audits. If our customer wants to focus on highlighting a clean entryway because that is the first impression for their guests, we can adjust the scoring to have a higher weight on the entryway. Over time, we may come to understand that the entryway remains clean but the restrooms are now a source of audit failures. In that case, we can rebuild Springshot Forms’ scoring feature to add more weight to the cleanliness of the restrooms. 

Our Customer Success team will sit down with our partners and identify the best way to break down an audit, determine the scoring algorithm, and consult on the optimal terminology of each string the auditor will have to read. Adding, removing, and editing audits on Springshot Forms is very easy and getting an entire quality program up and running from scratch can be done in a matter of days.

Q: What are some of Springshot Forms’ features that your users get most excited about?

A: Tagging and Reporting are two features that go hand-in-hand. A beautiful feature on Springshot Forms is the ability to add tags. Tags are customizable based on the customer’s requirements and structured inside of Springshot. An auditor doesn’t have to think about how to describe the crumbs that are on the ground in a free text box, for example. They would be able to tag “Crumbs on floor.” It’s very easy. These tags can be built based on customer requirements or built over time based on audit data that we collect.

On the data side, it adds an element that someone can more easily analyze. A typical audit may ask an auditor to check that the “floors are free of crumbs and debris.” It is valuable to know if this passes or fails. But with tags, we make it very easy to create a list, such as “large crumbs, plastic bags, gum, food crumbs.” We can get insights into the fact that the floors are dirty, without being intrusive to the auditor. We are able to collect more granular data with tags to figure out what is specifically causing the failure. 

With Springshot Forms’ Rapid Photo feature, a crew member has the ability to quickly create a new form, take photos of any defects, and get out of the way of the operation. They can add any additional tags and additional comments later. It’s the ability to get in, document with photos, and then come back and sit down at a quiet time and fill all the information in. The auditor no longer has to feel rushed to document everything while feeling the pressure of being a bottleneck in the operation.

And finally, via My Crew, a crew member or manager can see the names and roles of everyone who is responsible for turning a plane around: caterers, cabin cleaners, flight attendants, baggage transfer drivers, etc. It makes messaging with other crew members more personable; you are no longer just talking to the cabin cleaner, you are talking to Doug. Creating a sense of belonging — with something as fundamental as addressing a co-worker by name — allows teams to work better together. My Crew allows the team to communicate directly with the people responsible for the work, rather than going through the current pathway of communicating via several lines of management to resolve an issue. 

The last person that’s going onto the aircraft is the auditor. With Springshot Forms, if the auditor finds a seat that fails because there are crumbs in the seat, they can directly communicate with the cabin cleaner who cleaned the specific seat to re-clean the seat, and if necessary, inform the gate agent of the current situation. This reduces defects because they’re caught before an airline customer sees them.

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