Fall 2022
Bringing Awareness about Fitness Classes to Humber College Students
Team
Only initial research and workshop was done as a team: Jade H., Elizabeth R., Anya H.
Role
UX Designer and Researcher
Timeline
Contributions
Service Audit, Interviews, Personas, Journey Maps, Service Blueprint, Co-creation workshop
Project Overview
At Humber College, many students pay for gym access as part of their tuition, yet a large portion remain unaware of available fitness classes and services. Despite modern facilities, underutilization and lack of visibility around group classes limited the gym’s impact on student well-being. Service design balances the customer experience with that of the business.
This service design project aimed to understand how students interact with gym services and uncover barriers to engagement with fitness classes.
The Research
Service Audit & Interviews
Most students are unaware of fitness classes
going on in the fitness center.
Through a service audit and a interview, with a student, gym staff and the manager, we found:
We synthesized our findings into personas, journey maps, stakeholder map, and a service blueprint that revealed breakdowns in communication, onboarding, and signage within the gym’s ecosystem.
The website and signage lacked clear pathways to explore or register for services
Students struggled to find convenient class times that aligned with academic and work schedules.
Many felt unsure if the classes were “beginner-friendly” or right for them.
Meet the Personas!
Maria
Student
Mark
Front Desk Assistant
Tyler
Manager
The Service BluePrint
This is Maria's Journey highlighted in the service blue print, and it shows what she usually does in her routine as a student and badminton player, some frustrations come up when getting to the gym.
Maria has no knowledge about fitness classes either!
Some of Maria's frustrations and goals are:
Goals
Working out cardio
Strengthen her stamina
Gain flexibility overtime
Frustrations
Little to no time at the gym
felt like performed poorly at the gym.
How can it Change?
Service Interventions
Based on the research insights, and
a co-creation workshop done with peers
here are targeted service design interventions
to improve class visibility, reduce barriers, and
foster student engagement.
Creating a series of low-barrier, high-impact touchpoints:
Fitness Booking system
An interface just for fitness classes, using the platform Simplybook.me for just $800.04 yearly.
Promote Weekly Schedules
Shared every Sunday through social media, and pinned into profile.
Posters
Physical and digital signage around campus promoting individual classes with eye-catching visuals.
Incentives
“Bring a Friend” and small prize giveaways to spark participation.
This is how the service and
Maria's Journey might be improved!
Final Service BluePrint
Maria feels more entertained and enthusiastic after the gym, she enjoyed her routine and the new fitness class she tried out, even got her a prize for free. Way to go!
Reflections
Working around blockages
Since this was a school project, there were limitations around what could realistically be implemented, especially when it came to budget and waiting on approvals. However, these constraints became an opportunity to focus on what was possible. I learned that sometimes, the most impactful solutions are also the simplest. Working within boundaries pushed me to think more creatively and prioritize clarity over complexity.
Daniela Guevara 2025
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