Blink Fitness

Reimagining Blink Fitness customer experience

Fuzz worked with Blink gym’s digital product team to frame, conceptualize, define and build innovative member experiences.

As a direct result of our design and agile development approach, we were able to grow the account from a 6 week initial engagement to a one year multi-track project.

With Blink I accomplished three things for Fuzz:

Built the experience design practice into an integral part of the company
Position Fuzz as an innovator in the connected experience space
Setup a process for research, design and development to innovate and work effectively.

Below I share an overview of two key projects I led for Blink

Activated Experiences

The goal of this project was to conceptualize and prototype an in-gym experience that provides added value to Blink’s target audience and an opportunity to be seen as an innovator in the space.

Achievements:

A live working demo in 6 weeks of a connected gym experience at Fuzz’s model fitness center “Blink Roebling Street” (dev and design) .
A roadmap that prioritized features by its impact on users, business and tech feasibility.
Launch the first feature at Grand Central location

A new Front Desk experience

The goal was to increase the number of joins, and improve the experience of members and employees at the entrance by reimagining the front desk interactions.

Achievements:

A fully developed demo in 6 months of a new experience in the front desk loved by members and employees.
Working demo performed better in all the established benchmarks:
Membership sign-up time was 3 minutes faster, checking into the gym took half the time, making a retail purchase was also reduced from 2 minutes to 1 minute. We were able to reduce devices from 20 to 8 with the new ecosystem, and staff did not require any training to use the experience.

Example of a CTA for a situated interface for an entrance in a retail space.

We pressure tested our design of a new front desk experience for a major gym chain in our lab environment. This entailed running realistic ‘peak-time’ scenarios, with over 40 research participants entering the front desk area to carry out an array of tasks. We identified key operational and customer pain-points through this effort, which we solved in later iterations.

“I was very impressed that Sandra was able to jump quickly onto the Blink Activated Experiences project and ‘right the ship’ as it were on a project that was very tricky. In general, I am impressed by how she mentors other members of the team and pushes them to do their best as well. She is great to work with, super sharp and super communicative. She’s been an asset on Blink.”
Product Manager at Fuzz

Leadership

Paul Sieka – Creative Director (executive sponsor)

Sandra Davila – Experience Director

Andrew Grosner – Engineering Director

Design

Hannah Brener – UX Research

Kerry Drapcho – Product Designer

Johny Lunn – Product Designer

Engineering

Nick Brandt – Software Engineer in Test

David Tu – Web Engineer

Paul Cox – Senior Web Engineer

Project management

Olivia Welch – Engagement Director

Erin Lisowski – Associate Product Manager Director

Joe Crook – Product Manager