From Chaos to Clarity Implementation of Gym Onboarding System
30%
25%
84%
Context
99 problems - user not one
The Onboarding Management System (OMS) was designed to streamline the onboarding process for gym managers, client liaison, and sales managers ensuring a seamless experience from initial consultation with a prospect to a sale closing. This project aimed to standardise workflows, improve usability, and create a scalable solution aligned with business goals.
We relied on Google Sheets to manage our consultations and client allocations. Yep, you heard that right—Google Sheets! It was like using a rubber dinghy to cross the Atlantic.🚣♂️
Not only was it insecure (imagine all those client details dangling in the wind), but it was also a ticking time bomb for our business. This wasn’t just a spreadsheet problem—it was our main lifeline for revenue! 💸
Challenges
We were running client onboarding and trainer allocations… in Google Sheets. Yep, you read that right. Our entire revenue pipeline was being managed in a system that could break at any moment—and sometimes did.
🚨 Security risks? Check.
🚨 Hours of manual admin? Absolutely.
🚨 Frustrated trainers, sales managers, and clients? You bet.
Our sales, data, engineering, and customer support teams were drowning in repetitive tasks, while clients waited too long to be onboarded. Something had to change.
"It currently takes me 30-40 minutes to complete the admin I need to submit for a new client that has decided to join us. That is valuable time I could be with my with my new client - doing what I do best!"
Joe, Trainer Feedback
Objectives
We needed a proper Onboarding Management System (OMS) to:
✅ Simplify trainer allocation – No more endless scrolling in spreadsheets.
✅ Increase visibility – Give sales managers real-time tracking of prospect sales stages
✅ Reduce manual admin – Free up time for sales teams to focus on clients, not paperwork.
✅ Standardise workflows – Use a design library to create a scalable, intuitive system.
My Contribution
I led the charge in researching pain points, defining user flows, and designing a scalable system.
🔹 Discovery & Research – Interviewed sales managers, gym trainers, and support teams to understand bottlenecks.
🔹 Service Mapping – Visually mapped the entire onboarding process to pinpoint inefficiencies.
🔹 Data & Event Mapping – Recommended better taxonomy and information hierarchy, for users and the business to better understand.
🔹 Design library implementation – Used our design library to create a consistent, accessible interface.
🔹 Beta Testing & Iterations – Collaborated with trainers, sales, and operations to test, refine, and launch.
The goal? Reduce friction, add automation, and make onboarding feel effortless.
🔹 Users could now find and select a trainer with just two clicks instead of scrolling through endless spreadsheet cells.
🔹 Statuses were cleaned up:
✅ Closed: Sale completed. Money exchanged.
🤔 Thinking About It: Prospect needed more time.
🚫 Not Interested: No further action needed.
🚩 No Show: Didn’t attend consultation.
🔹 System automation updated sales statuses in real time, ensuring trainers knew exactly when they had a new client.
Results:
📉 30% Reduction in Manual Tasks – Adding authentication improved visibility for gyms and gave IT teams better control over data security.
⏳ 10-12 Hours of Admin Time Saved Per Week – Automating tasks and integrating customer data gave us better insights into user behaviour, cutting consultation submission time by more than half.
👥 30.5% Increase in Trainer Allocation Completion – Users can now find and select a trainer in just two clicks, eliminating endless scrolling through spreadsheets and complex formulas.
👀 2x More Visibility Across the Business – With everything connected through our services and CRM, tracking returning customers became seamless. Sales and support teams now have a clearer view of client histories, needs, and goals.
