Build a roadmap

Tidewell Booking: Roadmap, Q4 2026 to Q1 2027

For: Dana Okafor (CPO), Squad Leads · Shared with: Sales, Design

The short version

We have two goals: cut no-shows, and cut multi-site churn. The evidence points clearly to one fix for each.

• No-shows: Clinics that text patients the day before see 6% no-shows against 11% overall. SMS reminders are the fix.
• Multi-site churn: Multi-site clinics churn at 2.9% a month against 1.3% for single-site, and they are 38% of ARR. 23 of 31 who left cited "can't see all our locations in one place." The multi-site dashboard is the fix.

Everything else is either groundwork for these two, or waits.

Capacity

Each squad has 10 squad-weeks of roadmap work a quarter, so 20 in total. If the calendar sync fix ships in Q4, it frees about 3 squad-weeks from Q1 onward, giving roughly 23.

Q4 2026 (20 of 20 squad-weeks)

Risk: The dashboard takes all of Squad A's quarter, so it lands late December. Any slip pushes it into January. We will cut scope before we miss the date, for example by shipping bookings first and utilisation second.

Q1 2027 (17 of about 23 squad-weeks)

What success looks like

• No-shows: Clinics using reminders move toward the 6% seen by self-texting clinics. We'll measure from launch.
• Multi-site churn: Monthly churn falls from 2.9% toward the single-site rate. Exit-survey mentions of "one place" drop.
• Support load: Calendar sync tickets fall by most of their current 38% share.

FitPhysio and Physitrack: a date change is needed

Jordan told FitPhysio that Physitrack would be live by Christmas. We can't deliver that without dropping either the dashboard or reminders, and those are the CEO's two goals.

FitPhysio's own evaluation notes list the dashboard as their must-have and Physitrack as nice-to-have. The plan above gives them the thing they said they need by year-end, with Physitrack following in Q1.

Ask for Jordan: Please reset the Physitrack date with FitPhysio to Q1 2027, leading with the dashboard landing in December. I'm happy to join that call.

Going forward, please check dates with product before they go to customers. That way Sales can commit with confidence.

What we're not doing, and why

Booking page redesign (9 weeks): not planned. - 64% of visits already end in a booking. - Across 18 customer interviews this quarter, nobody raised it. - It doesn't serve either goal.

Design: we'd value your help on the dashboard and on the reminder messages patients receive. Those are where design effort changes outcomes this half. We'll revisit the redesign if conversion drops or customers start asking for it.

Waitlist auto-fill (7 weeks): after Q1. - It only fills slots cancelled with notice, and today patients rarely cancel. They just don't turn up. - Reminders with a cancel button should change that. Once reminders are live, waitlist becomes worth building. It is first in line for the Q1 buffer or for Q2.

Deposits at booking (14 weeks): not before Q2, and not yet committed. - The payments contract can't be signed before mid-February 2027, so building can't start this half. - It also adds friction for patients. We'll decide after we see what reminders do to no-shows. If reminders get us close to 6%, deposits may not be needed.

After Q1 2027 (indicative)

1. Waitlist auto-fill: Builds on reminders and the messaging service.
2. Deposits decision: Based on reminder results and the signed contract.
3. Multi-site follow-ons: Based on dashboard usage and churn data, such as cross-site reporting and permissions.
4. Booking page: Only if the data changes.

Decisions needed

• Dana: Approve the plan, and the Physitrack date reset with FitPhysio.
• Jordan: Own the FitPhysio conversation this week.
• Squad leads: Confirm estimates, and the dashboard scope-cut plan in case of slippage.

Tidewell booking roadmap: Q4 2026–Q1 2027

For Dana Okafor, CPO; both squad leads; Sales and Design

Strategy and trade-offs

Prioritise fewer missed appointments and better multi-site retention, not a broader feature set.

• No-shows average 11%. Clinics sending their own reminders average 6%—a promising signal, not proof that reminders alone cause the difference.
• Multi-site clinics represent 38% of ARR and churn at 2.9% monthly, versus 1.3% for single-site clinics. Of 31 multi-site departures, 23 cited the lack of a consolidated view.
• Fix calendar sync early: it causes 38% of support tickets, undermines booking reliability, and could release capacity for subsequent work.

Q4 2026: retain multi-site clinics and establish the reminder foundation

Sequencing: Squad B tackles calendar sync first, then messaging. Messaging remains unfinished at quarter-end; we are not promising patient-facing SMS in Q4.

Dashboard rollout: Validate workflows with multi-site operators, including FitPhysio, before broad release. Track activation, repeated cross-location use and whether operators can answer their core bookings/utilisation questions without separate location views.

Calendar acceptance: Confirm failures and related tickets decline. Engineering’s expected three squad-weeks of quarterly savings are a forecast, not guaranteed capacity.

Q1 2027: launch reminders and validate outcomes

Squad A’s allocation is a budget ceiling, not ten weeks of pre-approved features. Dana and the leads will approve specific improvements from dashboard usage and customer evidence; unused capacity stays uncommitted rather than funding lower-priority scope.

The calendar fix could increase Q1 capacity to 23 squad-weeks across both squads. Confirm actual support savings before allocating the extra three weeks; use them first for rollout risks and demonstrated retention blockers.

Reminder sequencing: Finish messaging before reminder implementation. With nine squad-weeks on this dependency chain, plan for a late-Q1 rollout, not a January launch.

Measurement: - Pilot reminders with a comparison group where practical. Measure no-shows, advance cancellations, delivery failures and opt-outs; do not promise the observational 6% result. - Track multi-site dashboard adoption and monthly churn against the 2.9% baseline. Review churn reasons and rolling trends; the small population makes short-term attribution uncertain. - Establish baselines and experiment design before rollout. Expect fuller reminder-impact evidence in Q2.

Not doing in these two quarters

• Physitrack integration: Not committed. FitPhysio calls it nice to have; the dashboard is its must-have. Dana and Jordan should immediately correct the Christmas promise with FitPhysio, confirm whether its buying criteria have changed, and offer the dashboard delivery plan. An integration commitment requires an explicit roadmap trade-off—not hidden extra work.
• Waitlist auto-fill: Defer until reminders demonstrably create cancellations with enough notice to refill. Today, its prerequisite behaviour is rare.
• Deposits: No Q1 delivery promise. The contract cannot be signed before mid-February, and the 14-week build is a substantial commitment before testing the simpler reminder intervention.
• Booking page redesign: Defer. The 64% conversion rate alone does not establish a problem, and none of 18 interviews raised it. Design should support dashboard and reminder usability first.

What comes after

Q2 2027 onward: Scale effective reminders and address remaining multi-site retention gaps. Prioritise waitlist auto-fill if advance cancellations create sufficient refill opportunities. Reassess deposits if no-shows remain high and the partner contract is ready. Revisit Physitrack and booking redesign only with stronger customer or commercial evidence.

Tidewell booking roadmap: Q4 2026–Q1 2027

For Dana Okafor, CPO; squad leads; Sales and Design

Direction

Prioritise fewer no-shows and lower multi-site churn, not a broader feature catalogue.

• No-shows average 11%. The 40 clinics sending their own reminders average 6%: promising evidence for reminders, but not proof of causation.
• Multi-site clinics represent 38% of ARR. Their monthly logo churn is 2.9%, versus 1.3% for single-site clinics. Of 31 multi-site exits, 23 cited the lack of an all-location view.

These findings support two primary investments: multi-site visibility and SMS reminders. Fixing calendar sync makes both more sustainable by reducing support demand.

Q4 2026: retain multi-site clinics and build the reminder foundation

Total: 20 squad-weeks, matching available roadmap capacity. Messaging carries three weeks into Q1.

Pilot the dashboard with multi-site operators, including FitPhysio if they agree, before broad release. Design should prioritise cross-location workflows and dashboard usability rather than a booking-page refresh.

Calendar sync is a capacity investment as well as a reliability fix. Engineering forecasts three additional squad-weeks per quarter from Q1; we will verify that reduction rather than spend it in advance.

Q1 2027: launch reminders and prove outcomes

Committed feature build: nine squad-weeks; baseline capacity: 20. The remaining capacity is an explicit investment envelope, not an estimate for unspecified features. Squad leads will size follow-up work after dashboard feedback and reminder pilot results. Any recovered support capacity is additional headroom.

Do not fill this envelope with lower-priority commitments merely to reach full utilisation.

Success measures

• Reminders: compare no-show rates for pilot clinics with their baseline and a comparable holdout where practical. Track delivery, confirmations, cancellations and cancellation notice. Set rollout thresholds before launch; do not promise the observed 6% rate.
• Dashboard: track active multi-site usage, ability to complete cross-location tasks, and location-visibility complaints.
• Retention: monitor multi-site monthly logo churn against the 2.9% baseline. Expect adoption signals before a reliable churn verdict.
• Calendar sync: track sync-related tickets and actual support time recovered.

Not committed—and why

• Physitrack integration (8 weeks): not on the Christmas roadmap. FitPhysio’s documented must-have is the dashboard; Physitrack is a nice-to-have. Jordan and Product must promptly correct the promise, confirm the buying criteria with FitPhysio, and offer a dashboard-led evaluation. Do not replace an unsupported date with another.
• Booking page redesign (9 weeks): 64% conversion alone does not establish a problem, and none of 18 interviews raised it. Revisit with funnel evidence or usability findings.
• Deposits (14 weeks): the partner contract cannot be signed before mid-February 2027. Too large and dependency-constrained for a credible Q1 commitment.
• Waitlist auto-fill (7 weeks): today, cancellations with notice are rare. First establish whether reminders create enough recoverable slots. Consider Q1 only if evidence and remaining delivery time support it.

After Q1

Prioritise waitlist auto-fill if timely cancellations increase; otherwise improve reminder effectiveness and dashboard adoption. Reassess deposits after the contract and an operational/business case are ready. Reconsider Physitrack against verified demand and opportunity cost. No dates beyond Q1 until outcome evidence and estimates justify them.