Science Of Scuba Diving, LLC

SOS Diving operated as two different companies. From Monday to Saturday, it was a highly efficient B2G provider for government and commercial clients. On Sunday, it became a B2C training center that was struggling to stay afloat.

The core of the problem was a complete lack of a system. Instructors would arrive on Sunday morning with no knowledge of how many students would show up, which courses they would be taking, or what rental equipment sizes they would need.

The entire day was spent reacting to problems as they arose, rather than planning for success. This operational failure was not only costing the business money, but it was also limiting the type of customer we could serve.

I designed and implemented a new operational system focused on transforming the student experience from the moment they signed up. This wasn't just a simple registration form; it was an end-to-end student tracking and logistics pipeline that allowed us to plan for Sunday throughout the week.

The system provided visibility into the entire student journey, allowing us to track student progression through the PADI curriculum and anticipate equipment needs and pre-stage gear. Proactively scheduling instructors based on confirmed class sizes reduced the labor budget significantly. Identifying and prepare for students' unique needs before they arrived at the shop further accomplished that goal.

The results of this new system were transformative, both on the balance sheet and in the community we were able to serve. 88% Reduction in weekly labor hours for event preparation (from 36 hours to 4). $36,000 Saved Annually in rental equipment replacement costs due to better tracking and management. 35% Year-Over-Year Increase in lead generation from improved marketing and a more reliable customer experience.

Beyond the metrics, my proudest accomplishment with this system is how it empowered us to be more adaptive and inclusive. With foresight and planning, we could now accommodate divers who had been turned away by other shops.

Because our system allowed us to prepare, we were able to successfully train blind divers, divers on the autism spectrum, dyslexic divers, and deaf divers. By seeing the problem behind the problem—that chaos prevents inclusivity—I was able to build a system that not only made the business more profitable but also made the world of diving accessible to more people.