The booking flow itself had become the chain's biggest churn risk. Reserving a favourite class took seven taps across three screens, slow enough that members who used the app daily still had to think about how to get through it. A flow that friction-heavy did not just annoy members occasionally, it shaped how they used the studios day to day.

The waitlist compounded the problem. It showed neither a member's position in the queue nor any sense of how likely they were to actually get in, so members hedged by double-booking a backup class and simply skipping whichever one came second once they saw which had opened up. That habit pushed no-shows higher and left instructors planning around classes that looked full on paper but were not in practice.

None of this stayed quiet. Booking complaints became the most common support ticket across all 16 studios, and the same frustration showed up as a recurring theme in cancellation surveys, with members who cancelled their membership naming the booking experience itself as part of why they left the chain altogether.

We interviewed 20 members and reviewed six months of booking analytics before changing a single screen, so the redesign targeted the actual points where members struggled rather than assumptions about them. The analytics confirmed what the interviews suggested: the seven-tap flow and the opaque waitlist were the two places members most consistently dropped off or worked around the app.

The booking journey was rebuilt so a favourite class now books in two taps from the home screen, collapsing what had been a seven-tap, three-screen process. The waitlist was redesigned alongside it to show live position and historical clearance odds, replacing guesswork with a real answer, and a push alert with one-tap confirm now handles the moment a spot actually opens up.