How Personalized Fitness Scales Organizations

A human-centered redesign that delivers personalized performance feedback for members while strengthening retention, loyalty, and revenue for the business.

Basecamp Fitness

Basecamp Fitness is a national boutique fitness studio franchise that offers high-intensity group training serving diverse audiences. Classes thrive on their communal atmosphere and short 35-minute workouts maximizing heart-rates and calories burned.

While a large sweat at the end of each session is satisfying, members are left without direction on their health and fitness goals.

Understanding member goals and tailoring services will optimize member engagement and retention from meaningful performance feedback, intuitive technology, and approachable milestones.

Current & Future

Mapping the current state revealed fragmented touchpoints and missing handoffs across digital, physical, and staff interactions.

Current state

Manual | Crowded | Fragmented

Future state

Effortless | Streamlined | Personalized

Takeaway

❌

Current Flow

  • 8 Steps with 21 pain points

  • Members conduct 50% of the effort in the service

  • 0 Actions items/insights/progression from performance feedback

  • Only compatible with AppleWatch

⭐️

Future Flow

  • 5 streamlined steps delivering personal value

  • Tech-forward interactions automates key moments

  • 10 Actions items/insights/progression from performance feedback

  • Technologically inclusive and accessible

Meet the Members

Observing member behaviors uncovered patterns across attendance frequency, fitness goals, and social participation which unveiled opportunities that align to member needs and enhance the business offerings.

Member Goals

  • Meaningful metrics that support and drives fitness journeys

  • Track 100% of performance

  • Reduce manual efforts

Business Goals

  • Provide the full service and offerings to 100% of members

  • Increase retention rate

  • Increase loyalty rate

MONTHLY PROGRESS

Calculating progress across time helps members see their improvements and set AI-projected challenges.

Reimagining Metrics

Basecamp Fitness and AssaultBike run as separate apps, requiring members to start and manage both during each workout. With one providing general performance summaries and the other detailed cycling metrics, members must manually compare results across platforms — creating friction and limiting data value.

Basecamp Fitness App

High-fidelity draft wireframes

AssaultBike App

Expanding Measurements

Existing performance data was reformulated into new variables, creating richer, more meaningful measures. These expanded metrics help members track progress in ways that are motivating, actionable, and more valuable than raw outputs alone.

Advanced Analytics

Advanced analytics display trends over time, guiding members toward areas for improvement. With AI-driven projections, the system maps pathways to goals, transforming data into a personalized coaching tool.

WORKLOAD

Access to performance workload helps members safely exercise without overtraining.

Gamifying Performance

EXERTION DISTRIBUTION

Examining different exercise usage guides members where to adjust and advance towards their goals.

Game-like features track progress in real time and allow members to engage in challenges. By competing with or against peers, workouts become more interactive, motivating, and community-driven.

Approachable Fitness

The redesign introduces approachable tracking focused on non-physical and behavioral metrics, such as habit formation and overall well-being. By shifting emphasis from high-performance data to how members feel, the experience supports newcomers, those in recovery, and anyone pursuing long-term health and movement goals without added stress.

High-fidelity draft wireframes

High-fidelity draft wireframes

Business Impact

By unifying siloed apps and expanding how data is used, the redesign creates a holistic fitness experience that balances performance with approachability. The result improves member motivation and satisfaction while unlocking opportunities for the business to grow retention, loyalty, and revenue.

Accessible Services

Current

Talk about this option, percent estimate of members who have access, tech and business feasibility, pros/cons

two applications, manual calculations comparing results

  • personal wearable

  • Challenging to get brands to partner

Better

Talk about this option, percent estimate of members who have access, tech and business feasibility, pros/cons

Wearable ios and android, partnered app/tracking between bike and bcf

  • personal wearable

  • Challenging to get brands to partner

Best

Talk about this option, percent estimate of members who have access, tech and business feasibility, pros/cons

Wearable device provided by gym that syncs to bike

  • Not an additional purchase required on member

  • Makes full service available to 100%