Westerville Parks & Recreation previews redesigned RecTrak site, plans user help sessions and iterative improvements

Westerville Parks and Recreation staff demonstrated a redesigned online registration experience using the department’s RecTrak system (VSI) and said the new interface aims to make program search, registration and account management easier for residents.

Parks special projects administrator David Chambers and web administrator Matt Bartley showed a “version 3” visual upgrade they said improves graphics, adds a search bar and clearer account indicators. “Over 80% of our program registrations are taking place online,” the presenter said, and staff noted ticket sales and facility reservations have increasingly moved online in recent years.

Staff reviewed specific usability improvements: a prominent search bar that requires keyword tuning (staff must add synonyms such as “pickle,” “pickleball,” and two‑word variants to ensure searches return results), clearer account and household information, and an “important dates” bulletin at the top of the page to reduce phone‑call volume during registration spikes. They also said some portions of the registration view are part of the vendor’s locked template and would require VSI developer support and a fee to change.

Council members asked whether account history and pass status would be visible. Staff said enhancements (for example a toggle to show active pool passes separately from pass swipes) can be enabled and will be implemented; they also committed to follow up with the audience member who asked for clearer indicators of active purchases. The presenter said staff will offer in‑person and drop‑in computer help sessions quarterly and before high‑volume registrations so residents can set up accounts, recover passwords and reduce registration‑day problems.

Staff described internal process improvements: simplifying program numbering to reduce errors, translating content via Google on the site, adding short instructional videos to the Help section, and continuing to collect transaction surveys at the end of each enrollment to guide further changes. They said the city hired a first‑ever web designer/coordinator (Matt Bartley) to support these efforts and credited that position with enabling many of the recent improvements.

Staff said they will monitor analytics, continue incremental upgrades with the vendor (VSI/RecTrak) and keep an eye on market offerings that might integrate better with the city website. No formal council action was taken; the item was presented for information and feedback.