Designing a Self-Serve Gym Experience Through Connected Digital Touchpoints
Prototyping a Check-in App and NFC "Tap & Learn" Experience
Challenge
Blink Fitness, an affordable gym brand with a growing number of locations across the US, was pursuing aggressive expansion. In doing so, two key challenges emerged.
The first was inefficiency in the check-in experience at the front-of-house area (known internally as the "Front Porch"). The staff-assisted process was time-consuming, leaving room for improvement in both member satisfaction and throughput.
The second challenge was that training equipment was difficult to understand, particularly for first-time members. To improve retention among beginners, it was essential to help members use equipment correctly and discover the enjoyment of exercise.
To solve these challenges while leveraging existing digital infrastructure and enabling members to use the gym more independently, Blink Fitness selected Monstarlab as their partner.
Our Approach
Monstarlab worked closely with Blink's product and experience team, supporting the end-to-end process from user research through service design and prototyping.
For the check-in experience, Monstarlab designed a self-service digital flow that allows members to complete the check-in process without staff assistance. This enabled staff to focus on higher-value interactions, while ensuring full integration with existing backend systems.
In addition, the team conceived and designed "Tap & Learn" — an NFC/Bluetooth-powered feature that enables members to learn about training equipment by simply tapping their smartphone to a machine. Members can access usage instructions, receive workout recommendations, and track their progress.
To validate the experience with real users, gym staff, and leadership, Monstarlab also built a full-scale gym prototype inside their office. Through iterative testing that replicated real-world usage, the team refined the experience while simultaneously building stakeholder buy-in and internal alignment.
Results
Following the launch of the check-in app, members were able to complete the check-in process smoothly on their own, resulting in reduced congestion in the front-of-house area and shorter check-in times. With front desk workload reduced, staff were freed up to focus on higher-value activities such as proactively engaging with members and providing personalized support.
In the pilot rollout of NFC "Tap & Learn," members were able to learn how to use equipment right on the spot, which proved particularly effective in reducing anxiety around training for beginners. With fewer questions directed to staff, the feature has functioned as a system that empowers members to use the gym independently.
The full-scale prototype built inside Monstarlab's office received strong praise from all three groups involved in validation: leadership, staff, and end users. The ability to experience the concept firsthand deepened understanding of the project, raised expectations, and helped drive internal alignment ahead of launch.
