FAQ for Clubs Looking to Integrate User Experience Software

A successful fitness facility is based on customer satisfaction. The overall goal is to keep members and consumers coming back. Building relationships and offering a community for members to feel part of is part of the process.

Daniel Krieglstein, Ph.D., executive director of behavioral design at ClearView Insights, tells us that giving consumers a personalized customer experience based on immediate rewards is key. To attract new members and compel existing members to renew, it’s important to highlight exercise’s instant gratification of mood enhancement and improved well-being.

One way to easily track how your members feel and what needs improvement is through user experience software.

When it comes to choosing the right software for your health club, we provide answers to the following frequently asked questions:

1. What is user experience software?

2. What are the different types of software available?

3. What tools or features are included in the various software packages?

4. Which software will best engage my members?

5. How much should I expect to spend?

6. Which software is best suited for my facility?

What is user experience software?

In terms of fitness, user experience (UX) software provides insight into how a consumer or member interacts with your club. UX aims to assist operators by providing data to:

• better understand what consumers want or need,

• showcase what consumers are happy with or what needs improvements,

• enable consumers to stay accountable and focused on their goals, and more.

What are the different types of software available?

UX software can come in the form of:

• Wearables—watches, rings, etc.,

• Performance tracking technology and sensors—heart rate monitors, vests, etc.,

• Apps,

• Member retention and gym management tools,

• and more.

Look into IHRSA’s Buyers Guide Directory to browse software options for your facility.

What tools or features are included in the various software packages?

Wearables are able to track a user's overall health and fitness—everything from heart rate, calories burned, daily steps, workout history, standing minutes, sleep patterns, body temperature, mapping runs, and more. These can pair with UX software, apps, and sensors to create a more engaging experience.

Performance trackers and sensors focus more exclusively on data retrieved before, during, and after exercising. This data allows trainers to personalize programs and group classes and provide feedback. Plus, it can motivate consumers to beat personal goals or compete with other members.

Apps and member retention tools are unique in that they can create a community for members to engage with other members and staff. This is where you can hold forums or group chats, announce events, host contests and giveaways, manage bookings, accept online payments, and so much more. If the available member retention tools don’t quite catch your attention, you can even create your own app to cover all your bases.

Which software will best engage my members?

Member engagement revolves around your members specifically. Some members are keen on receiving feedback for their form, others are looking for a challenge to motivate them, sometimes they’re just interested in socializing with a like-minded community, and so on.

For the most part, apps and member retention software are built to gain the most engagement overall.

How much should I expect to spend?

Price ranges for UX software are based on what software you’re looking for and how advanced you want the system to be. For example, there are plenty of free software packages and apps out there, but you should expect limitations. It’s important to do your research as most software companies also provide free trials before committing to a subscription. On average, you should expect to spend anywhere from $50 - $200 per month on a solid UX subscription.

In terms of wearable technology and performance trackers, there’s no way of getting around the costs associated with these devices. Sure, basic devices that count steps and calories and track heart rate can be found for as little as $10, but the more advanced devices can cost hundreds of dollars each. Software and the accompanying hardware—such as sensors, trackers, etc.—can also be a costly investment, reaching thousands of dollars.

Which software is best suited for my facility?

When it comes to user experience software, finding the right fit is a brand-by-brand discussion—it’s about incorporating a transformative experience that works specifically for what your facility and members need and want.

To find out which software is the best fit for your facility, first, you need to decide what you want to get out of the software. Are you interested in retaining more members? Is your goal to increase the current membership level? Do you want to get a better idea of how your members feel about the facility? Once you have a better understanding of what your goals and needs are, then you can deep dive into the types of software, the plans available, etc.