HEXO PARTNERS

In early 2024, a new educational organization focused on robotics sought to create innovative learning experiences and events for families with children in elementary and middle school. As a tech-forward startup, they needed to move fast to establish a robust operation that grabbed customers’ attention.

We were asked to help stand up the operation, working directly with the Founder to launch the first program, develop scalable systems, and establish a foundational technology stack.

The startup targeted ambitious launch goals with minimal systems in place. Multiple challenges needed to be tackled in parallel:

• Rapid Teambuilding: We needed to quickly recruit and onboard the core team to design, launch, and run new programs.

• Experience Design: We needed to quickly develop curriculum, materials, and SOP that created a memorable experience for parents and their children, from first contact to feedback collection.

• Targeted Infrastructure Development: Implementing reliable, secure, and growth-ready systems for scheduling, enrollment, and communication, without overbuilding.

• Lack of data and data systems: New company, new programs, and no systems meant that we did not have access to historical data for decision-making.

1: Background

2: The Problem

3: Outcome

The organization successfully hit extremely ambitious revenue, customer satisfaction, and operational goals within 4 months of bringing us on board:

• 0 -> 1: Achieved lift-off in 4 months.

• Experienced Team: Using our EdTech network, we brought in key experienced team members who accelerated the launch.

• Revenue Targets Met: The organization achieved all aggressive revenue targets within the set timeline.

• Stellar Customer Feedback: The startup launched with NPS of 100, the highest possible score. During the subsequent months, the NPS fluctuated within the 70-80 range, considered “world-class”.

• Scalable Systems: Built a technology stack capable of supporting future expansion, including foundational systems for collecting customer feedback and generating operational reports.

Project Approach

Adapting to the extremely aggressive timeline set by the Founder, we prioritized heavily for high-impact inputs. This meant:

• Scrappy Decisions: Given the new environment and the need to move fast, we relied on our extensive industry experience to make decisions, focusing on high-impact decisions.

• Close Team Communication: Developed a 3-month plan with buy-in from the team. Instituted a weekly scorecard to review priorities and track progress toward top objectives.

• Limited system-building: Deployed limited cloud-based platforms to support operations and marketing (Marketing, CRM, Student Information System, CSAT and NPS, regulatory compliance) and deferred other system-building activities in order to stay focused.

In Project Management, "artifacts" are items or documents that provide evidence of progress, goals, and results of a project. Artifacts for this project included:

• Operational Priorities Roadmap: A document showing timelines, milestones, and operational and technology requirements for a 3-6-month runway. Reviewed quarterly.

• Weekly Operational Scorecard: A shared tool to keep the team accountable for weekly progress.

• Team Roles: Defined roles and responsibilities for key contributors on the team.

• Program Inventory: Detailed inventory and schedule of programs offered to different customer segments.

• Customer Feedback Dashboard: A system for collecting and reporting on standard customer feedback dimensions across all programs.

• Training Materials: User guides and video tutorials for staff and administrators.

Project "Artifacts"

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