I've worked with BITS since launch one, continuously refining the customer experience as the business scaled.
As the subscriber base grew to more than 80,000 people, demand began to outpace supply. Loyal subscribers were missing out, frustration was increasing, and it became clear the original launch process had never been built to handle this kind of scale. BITS needed more than a quick fix. The entire launch day experience needed to be rethought from the ground up.
Starting with a full audit of the customer journey, I mapped exactly where the experience was breaking down and built a launch system designed around how the business actually operates.
Every drop now runs on subscriber-only access, with hidden pages and a full site lockdown that controls the rush and protects the experience for eligible customers. Automated workflows handle the heavy lifting on launch day, taking pages live without manual intervention and removing the risk of human error under pressure.
The result is a launch process that's scalable, repeatable, and built to grow with the business, not just get through the next drop.
