Situation
The operating context
Booking capacity, customer eligibility, credits and instructor administration needed one reliable operational record.
Fitness booking operations
A booking platform designed around the whole timetable
A production-oriented booking system connecting customer accounts, timetables, waitlists, credits, forms, instructors and operational reporting.
End-to-end booking journeyCapacity and waitlist rulesLaunch-gated controls
A rules-led booking service connecting member eligibility, capacity, attendance and instructor operations.
EXTERNAL BOUNDARYCustomer notification serviceApproved payment or credit source
- 01CustomerDiscover and manage activity
- Account
- Credits
- Required forms
- 02Booking engineApply service rules
- Timetable
- Capacity rules
- Waitlist
- 03DeliveryOperate each session
- Instructor view
- Attendance
- Cancellation state
- 04Communication and insightKeep people and leaders informed
- Notifications
- Exception queue
- Operational reporting
ASSURANCE BOUNDARYEligibility checkCapacity holdCancellation ruleAttendance close
KEY CONNECTIONS
- 01Account to eligibility
- 02Eligibility to booking
- 03Booking to capacity
- 04Attendance to reporting
- 01CustomerDiscover
- Input
- Timetable need
- Output
- Selected session
ExceptionNo suitable session
- 02Booking engineCheck eligibility
- Input
- Account and session
- Output
- Eligible request
ExceptionCredit or form missing
- 03Booking engineReserve
- Input
- Eligible request
- Output
- Capacity hold
ExceptionCapacity changed
- 04Booking engineConfirm / waitlist
- Input
- Capacity state
- Output
- Confirmed place or queue position
ExceptionNotification failed
- 05Customer and instructorAttend / cancel
- Input
- Active booking
- Output
- Attendance state
ExceptionLate cancellation or no-show
- 06OperationsReport
- Input
- Bookings and attendance
- Output
- Capacity and service view
ExceptionUnclosed session
A fictional interface reconstruction showing the principal operating controls described in this case study.
Mandate
The work to be done
Translate the service rules into clear customer journeys, accountable administration and a launch-ready operating design.
Delivered
What the work connected
- Customer accounts and timetable discovery
- Booking, cancellation and waitlist rules
- Credits and eligibility controls
- Customer forms and instructor administration
- Operational reporting and security boundaries
A useful first conversation