Next Generation Consumer Engagement

06-Jul-2020 10:34:08

In January 2020, Gladstone kicked off a brand new project with an unprecedented investment to completely re-develop its consumer-facing software for online joining and booking. 

Where there are currently three products, Join@Home, Connect and our kiosk software, each using a different code base, we will use the latest technologies to create an entirely new solution.  This new modular development will provide consumers with a seamless journey, from initial sign-up for membership, to making their first activity, or class booking. 

Our vision doesn't stop here. Our new consumer modules will continue to evolve after their first release, connecting previously disparate parts of your customer's journey with the management of your facility; this may include PT bookings or a creche, as well as features like guidance on nutrition, VR and interactive streaming studio classes through a marketplace of content and services, such as MoveAnywhere.  We’ve called this special 12-month project, Signify.

One vital objective for project Signify is that consumers can complete the join and book process on any device they choose.  So, a user might be sitting on a train, using a mobile phone when they select and sign up for a membership subscription package, they might be at home on a laptop while they book a yoga class and a creche space for the following day, or they might be in-centre at a kiosk to book and pay for a casual swim.  No matter how they choose to access your services, they’ll have the same smooth and enjoyable experience.

This is such a significant investment for Gladstone, that we’ve chosen to go about it in a new way.  To begin with, we have a SIG – or Special Interest Group – that provides us with clear steering.  The SIG is a customer panel, a small group of operators who are involved at every step of the design and development process, ensuring that we get the basics right first time, but also that we future-proof and innovate.  We completed our first round of workshops with the SIG members back in February and took away detailed requirements to work up, and we’ll now be testing these requirements using opinion across the sector to make sure we’ve got it all right.

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You’ll no doubt be aware that Gladstone is currently working hard to deliver a new SaaS platform and, given this, it’s vital that the new consumer modules are built to fully integrate with that platform from day one.  We’re now running these two development projects in parallel, using our own internal team and the very best external resources to ensure that we deliver world-beating solutions.  We don’t just want good software; we want great software that provides a full self-service experience for your customers.

These modules that we’re building will, of course, integrate with existing solutions like Mobile Pro and Learn2, and will be based around the new SaaS platform, with its single database and API.  Now our initial ‘discovery phase’ is complete, coding and testing has begun, gradually working our way through the many detailed requirements that we’ve assembled to reveal the first round of wire frames. Through this development process, we’ll keep providing updates for you here, each time revealing more about the unique features we’re building into these modules, as well as the ‘bread and butter’ functionality you’d expect from a world-class join and book solution on mobile, PC and kiosk.

Watch this space!

If you have an idea or would like to comment on aspects of this development project, you can start a thread with a title of 'Signify' in the Gladstone Communities and kick-start a conversation theme to garner feedback from Gladstone and your peers.  

Compatibility: Threadneedle release and Hosting environment

Get Started with Digital Transformation 

There is no time the present, digital transformation has started.  Right now Gladstone customers are already using the tools and products available now, to help them to streamline their digital customer engagement strategy.

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