Designing the member experience for a global fitness franchise
REVL Training
Services provided
Service safari
Sales funnel mapping
Customer experience audit
User experience design
App concepts & strategy
Background
REVL, a premium global fitness franchise, has transitioned from its startup phase to meet sophisticated operational and customer engagement needs. Seeking a digital overhaul, REVL aimed to convey its unique selling proposition and develop an innovative, technology and staff-powered member experience.
The challenge
Our initial brief was to assist REVL in envisioning the future of their digital experience, creating a distinct advantage over non-technology enabled group training studios. Our flexible engagement adapted well to shifting business priorities, allowing for pivots in the project plan and deliverables.
What we did
Conducted a service safari, visiting studios as new members
Analysed multiple sources of member feedback data
Ran a survey to learn about current behaviours and preferences - guiding our strategy
Facilitated ideation sessions to explore new features
Redesigned their global web platform
Presented at the REVL annual conference to communicate the future of their digital platform to franchisees and partners
The result
The website redesign resulted in a 2000% improvement in the cost of lead acquisition
Set a vision for future development
Upskilled the team in customer experience (CX) and user experience (UX) thinking
“Super flexible, really cared about the work, and helped us make a big difference to how our website performs.”