Service Design
Transforming Gym Onboarding with a Centralised Management System
Existing solutions limited gym operations and sales efficiency. We developed a low-fidelity system for seamless consultations and client-trainer assignments.
Industry
Health Tech
Discpline
Service Design
Date
30%
Reduction in manual tasks
Simplified renewal messaging and clearer package options made it easier for clients to say yes at the point of decision
10-12 hrs
Faster, friction-free renewals converted more clients before their package lapsed, capturing revenue that previously stalled in a manual process.
2x
Time saved
Clients reported a smoother, faster renewal experience once WhatsApp and automated follow-ups replaced manual, inconsistent communication.
Context
The Onboarding Management System (OMS) was designed to streamline the journey from consultation to client allocation. The existing process was heavily dependent on Google Sheets, which had become the primary tool for managing consultations, sales outcomes, and trainer assignments.
While functional in the early stages of the business, this approach was insecure, difficult to scale, and created significant operational inefficiencies.
Problem
Reliance on spreadsheets, similar to the booking journey system, made data inconsistent and hard to track across teams.
Goals
Business Goals
Improve operational efficiency and create a scalable onboarding service.
User Goals
Enable sales teams and gym managers to manage onboarding quickly and confidently.
Challenges
Spreadsheet Dependency
Reliance on spreadsheets, similar to the booking journey system, made data inconsistent and hard to track across teams.
Trainers were spending significant time on manual admin instead of client-facing work.
Lack of Personalisation
The onboarding experience treated every client and consultation the same way, with no tailoring to individual needs.
Sales Skills Gap
Some Trainers weren't trained in sales, making it difficult to convert consultations confidently once handed a lead.
Solutions
Designing a Centralised Onboarding Management System
We introduced a centralised platform that connected consultation management, client onboarding, and trainer allocation into one workflow.
From our research we identified several priority needs.
User Needs
Complete lead visibility
Faster consultation updates
Reduced administration
Better trainer allocation tools
Future-ready workflows
Business Needs
A scalable customer data model
Improved reporting capabilities
Greater operational efficiency
A single source of truth
Improved collaboration across departments
Contribution
Critical business processes relied on manual administration, disconnected data, and unreliable workflows.
Discovery & Research
Interviewed sales, trainers, support and operations to uncover workflow bottlenecks.
Service Mapping
Mapped the full service journey to expose gaps and delays.
Data & Event Mapping
Restructured customer data into clearer status hierarchies.
Design System Implementation
Applied reusable components for consistency and faster delivery.
Testing & Iteration
Ran beta testing and iterated based on real user feedback.
Insight 1
Insight 12
Information Was Fragmented Across Systems Teams could not access a shared view of the customer journey. Customer information existed across multiple systems and spreadsheets.
Tools used
Solutions
Designing a Centralised Onboarding Management System
We introduced a centralised platform that connected consultation management, client onboarding, and trainer allocation into one workflow.
From our research we identified several priority needs.
User Needs
Complete lead visibility
Faster consultation updates
Reduced administration
Better trainer allocation tools
Future-ready workflows
Business Needs
A scalable customer data model
Improved reporting capabilities
Greater operational efficiency
A single source of truth
Improved collaboration across departments
Status Tracking & Trainer Allocation
We introduced real-time status tracking and automated trainer allocation, giving teams full visibility of client progress and matching clients to trainers based on availability and business rules — cutting manual work and inconsistency across locations.
Process Automation
Once a sale was marked Closed Won, the CRM automatically updated statuses, notified gym managers to begin onboarding, gave trainers instant visibility of new clients, and suggested session times based on availability — replacing manual handoffs with a seamless, automated flow.
Results
Reduction in manual admin Automated status updates and trainer allocation freed sales and gym teams from repetitive manual tasks.
