Jeff Behrenhauser
UX/UI Designer
UX/UI Designer
Fitness centers typically experience 40%+ member cancellation rates within the first 6-8 months. A lack of routine adherence, slowing of intensity and no emotional support have been reported as some of the causes that affect such negative behavioral results. As for Planet Fitness, they are experiencing higher member dropout rates, missed retention goals, and lofty retention marketing program fees. More importantly, members are leaving frustrated, without improving their overall wellness; likely never to return. This compromises community health and compromises the Planet Fitness brand.
According to FitRated, retention and participation rates significantly increase when partnership and motivation programs are set in motion. In fact, their studies suggest that 43% of men and 58% of women said they were more likely to stick with a workout plan when paired with a partner. But, 62% of gym-goers said they never find a partner and go it alone. If having a workout partner increases consistency, duration, intensity and enjoyment by up to 200%, why not implement a friendly program that can help facilitate matching between members?
Welcome to the new fitBuddy for Planet Fitness. fitBuddy works seamlessly with the PF mobile app and uses geo-location to find and connect with other members checked in at their location. fitBuddy connects members to enhance their fitness journey by elevating workouts, reinforcing motivation and maximizing wellness while increasing member retention. fitBuddy is easy to use and offers an enormous opportunity for members looking to find matches according to their chosen demographics, fitness experience and training focus.
Here are some of the amazing benefits Planet Fitness members and management will experience with an integrated fitBuddy program:
There were additional improvements to the existing PF mobile app that were implemented to better compliment the user experience based on heuristic analysis:
Heuristic Evaluation
If the fitBuddy is to work as a seamless plugin to the existing PF mobile app, it needed to be heuristically evaluated for potential incompatibilities and customer experience improvements. Using the Bertini et al heuristic evaluation method, it was determined that the interface needed a few updates before integrating the new fitBuddy plugin:
Context of Use
FitBuddy is a new on-site social tool that helps PF Primary Members locate other available and participating members looking for a workout partner or spotter for their training session. It is activated upon check-in after the Primary Member scans their QR-Code at the front desk. It’s inclusive yet private, as it allows the user to confidentially choose a workout partner that has similar cultural, demographic and training qualifications without revealing biases. The system scans the member check-in database of qualified FitBuddy members who have checked-in at their location and the user selects from those who are available. If nothing interests them, then they simply exit the page.
Sociability Differentiation
Task Support: PF Members can help each other achieve their fitness goals and offer in-person support and encouragement along the way.
Social Translucence: Match control through the app using preferences helps overexposure through direct social media connections.
Social Identity: Members know they will be matched to members that are vetted and serious about pairing up for a workout.
Potential Roadblocks
Service Variability & Usefulness: The fitBuddy feature may not be as useful to some members due to cultural, demographic, continuity of service, and privacy concerns.
Member Participation: Preferences may be too limiting when matching due to low traffic at particular times of the day and/or program participation.
Product Roadmap
Because the fitBuddy is a unique complimentary member feature the existing PF mobile app was analyzed using heuristic observation to determine where and how the fitBuddy would be optimally implemented. Then, the critical features, goals, creative inspiration, and technology were finalized as a roadmap for design and experiential continuity. The overall product strategy will be used to map out the user flow chart and UX/UI design for the ftiBuddy integration.
A user flow chart was developed in Figjam to visually plan and document the fitBuddy user journey. This revealed optimized user routes to maximize task completion and lessen user frustration. This included easy step-by-step procedures for geo-scanning, connecting, and live chatting with a gym buddy. User flow charts were also created to demonstrate the new core PF mobile app task improvement for checking in w/guest and a new accessibility bolt-on feature for better
Low-fidelity wireframes were built to envision the fitBuddy visual experience and layout, while the user flow charts assisted in optimizing the user interface. A dark color scheme with a green accent was chosen to draw attention which emulates most fitness applications, such as TechnoGym. Below are several notable examples of how this was achieved for the fitBuddy results page and Accessibility features.They illustrate the core PF Mobile App improvements made to the start page and guest check-in process as well.
fitBuddy – Results
This is an example of the results outcome of a scan performed after a Member checks in and activates the fitBuddy geo-locator. An initial location scan shows all available members that best meet the Member’s buddy preferences. Members can filter via their preferences and choose someone from the list to connect.
fitBuddy – Profile
After a member accepts an invite to connect, both members can now view the accepted persons profile page for the remainder of their workout. The profile page has all possible points of interaction and management featuring chat, favorites, and an in-gym compass locator so they can find each other without playing the “Marco-Polo” game.
Updates to the existing PF mobile app interface were made to increase access, optimize processes, and improve the overall user experience.
Start Screen Design Update
The PF start up page was given a subtle overhaul keeping the fonts, color scheme and layout on brand while improving the interface and readability. This included a more visible check-in button, redesigned crowd meter, and bottom navigation with integrated functionality for the new fitBuddy.
Accessibility Feature
The accessibility feature promotes inclusiveness by allowing users with technology limitations, disabilities or impairments, the opportunity to navigate the app with ease. Includes improved button tapability with auditory descriptions that help narrate each action to anticipate needs and streamline task completion.
New Check-in Process
Based on heuristic analysis and member feedback, the Black Card Primary Member w/Guest check-in process was streamlined using a swipe action feature for check-in QR Codes. This is a major upgrade from the exhaustive 5+ clicks it usually takes to complete the task, preventing frustrating bottlenecks at the front door.
Working prototypes were created to test the new fitBuddy bolt-on, accessibility feature, and member w/guest check-in process. Select Planet Fitness member groups will be given these prototype links with specific instructions and tasks to complete. Their progress will be observed and surveys will be administered at the end of each task to score satisfaction ratings and note suggestions for improvements.
Hi-Fidelity Prototypes Developed:
All prototype UI framework and designs were created using Figma. Further iterations will need to be created and tested.
Planet Fitness now has a tool they can use to measurably increase retention rates and establish their brand as a results-based gym within the communities they serve. Conversely, PF members are matched with other members of similar goals for increased motivation and maximized wellness results. Ultimately, fitBuddy is a value-added tool that betters the lives of Planet Fitness members with win-win results.
Growth Achieved:
Areas of Improvement:
This project was a labor of love. Aside from being a dedicated Planet Fitness member for over 8 years and a Certified Personal Trainer, my research was based in competitive correlation, heuristic review, and meaningful evaluation given my own experiences with other members I know at my location.
As time is the most valuable asset when producing cogent case studies, I would have enjoyed running thorough research with member surveys and and iterative testing. This is a cost effective solution to help improve such negative trends occuring within the fitness community.
