ClassPass
Overview
ClassPass is a subscription-based app that offers users access to a diverse range of fitness classes and wellness experiences. It provides a flexible platform for exploring different workout styles and studios, catering to a variety of fitness goals and preferences.
To enhance user satisfaction and drive growth, I identified a solution that allows users to sync their fitness watches, track metrics during classes, and incorporate this data into their reviews. This feature not only enriches the user experience by providing actionable insights but also incentivizes engagement through discounted credits. By focusing on the intersection of user engagement and incentivization, the feature aims to strengthen customer loyalty and attract a broader user base.
Role
User Research, Interaction, Visual design, Prototyping & Testing
February 2025 - April 2025
I conducted a detailed competitor analysis of ClassPass, GymPass, FitReserve, and Mindbody to understand how leading subscription-based fitness apps drive user retention and growth. The research revealed that while subscription models provide steady revenue, sustained success depends on delivering engaging, personalized experiences that keep users active on the platform. Additionally, strong partnerships with gyms, studios, and wellness providers are critical for expanding service offerings and increasing user value.
Key opportunities identified include:
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Implementing rewards programs tied to user goals to motivate continued use
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Enhancing review systems with detailed feedback such as effort level, calories burned, and mood
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Integrating wearable fitness data into reviews to collect richer insights and encourage meaningful engagement
These insights offer a strong foundation for developing features that improve user satisfaction and loyalty in subscription fitness apps.
User Interviews
I interviewed five local ClassPass users to understand the common pain points users stumble upon using the app. Some of these user's were first time user's as well as seasoned users. Alongside gaining insight on user frustrations, I wanted to seek interest in a fitness watch feature that allow's users to sync work-out metrics.
What Users Love
They’re all about fitness variety, trying new things, and syncing their routines with their busy lives. The convenience of tracking progress and the idea of fitness data syncing? Total wins.
Pain Points
Users find class reviews vague (be honest, how hard was that yoga flow?), booking options limited, and navigating the app sometimes feels like a workout itself.
What They Want
Clear difficulty ratings, easier-to-book classes, and a better way to track goals—bonus points if fitness watches sync up for seamless progress tracking.
Sharing is Caring
They’re game for sharing data if it leads to tangible rewards—so long as it feels useful and not just for show.
Geneva Steinway, CO
"I dont think that the reviews are super honest about the level of difficulty. As a beginner, that's information I would like to know."
Peter Elias, CO
“I would honestly love to be able to track my fitness metrics, I am always curious about my heart-rate during an exercise and it would be cool to see that type of info in reviews.”
02 - Define
Personas | Users
Based on my research, I found that there were two key personas I was designing for. There is the individual seeking a fitness outlet with set intentions, and the individual looking to explore. I aimed to design both personas in mind.
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She wants to know how tough a class is before booking — reviews don’t always help.
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Gets confused by class descriptions and how credits work.
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Uses her Apple Watch and iPhone to track workouts, so tech that syncs is a plus.
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Loves trying new classes, but needs the process to be simple and quick.
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Frustrated when popular classes fill up too fast.
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Staying active is important to her — she likes seeing progress and feeling good.
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Loves variety and wants workouts to feel fun and creative, not repetitive.
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Needs flexible, last-minute class options that fit his freelance schedule.
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Budget-conscious — wants more affordable or discounted classes.
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Gets frustrated when beginner-friendly options are limited.
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Social and community-driven — enjoys meeting people through fitness.
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Uses Fitbit, iPhone, iPad Pro, and AirPods — values convenience and tech integration.
To address the challenges identified in my research, I used the "How Might We" framework to turn user pain points into actionable design opportunities. This approach broke down complex issues—like inconsistent class details and fluctuating credit values—into manageable prompts, ensuring the solutions were practical, impactful, and aligned with user needs.
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How might we provide users with clearer, more reliable difficulty ratings and realtime availability updates to enhance booking confidence?
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How might we create a clearer and more predictable credit system to help user's feel more in control of his fitness budget?
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How might we integrate structured workout metrics into ClassPass reviews to help users make data-driven class choices
03- Develop
Feature Road Map | Defining core features
After synthesizing the research, I created a feature roadmap to establish key features needed for a more integrative and enriching ClassPass experience. I wanted to focus on features that other competitors weren't doing.
For my final features, I decided to move forward with the Enhanced Review System and Fitness Tracker and App Integration. These stood out because users really want more clarity when choosing a class — things like difficulty level, calories burned, or heart rate data help them feel more confident and prepared. It not only makes the experience more comfortable, but also adds an educational layer and even a bit of motivation to improve over time.
Lo-Fi Wireframes
When creating my Lo-Fi wireframes, I wanted to seamlessly integrate the new features in a manner that fit effortlessly into ClassPass's already existing UI. When finishing a class, you're prompted to review your experience using stars, I thought this would be the perfect area to incorporate the difficulty level rating.
After conducting usability tests with five people, I made changes to improve clarity and organization. I grouped related sections with clear labels, added info icons for better context, and included descriptive text like “Moderate” under the difficulty level to make things easier to understand. I also refined the alignment and spacing for a more polished and user-friendly design.
Based on user feedback, the changes I made were:
1. Day/Week/Month/Year Tabs: Updated the text design for clarity by aligning it and adding slight spacing adjustments.
2. Icons for Data Points: Added small information icons next to "Active Calories" and "Total Calories" for additional context.
3. Graph: Adjusted the spacing and visual clarity of the heart rate graph.
4. Overall Design: Increased padding around elements for a cleaner and more organized appearance.
better color contrast & spacing
Adjusted padding and sizing of certain elements
Icons for additional context
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Grouped information together and created two sections
Based on user feedback, the changes I made were:
1. Category Grouping: Organized the metrics into two distinct sections: "Fitness Data" and "Personal Data."
2. Section Labels: Added labels for each category with an information icon for clarity and additional context.
3. Spacing: Improved spacing between the two sections to visually separate them.
4. Overall Alignment: Ensured consistent alignment of toggle switches and text for a cleaner layout.
Based on user feedback, the changes I made were:
1. Difficulty Level Label: Added the text "Moderate" under the selected difficulty level for better clarity.
2. Information Icon: Added an info icon next to "Sync Fitness Data" for additional context.
3. Spacing Adjustments: Improved spacing and alignment across elements for a cleaner, more organized appearance.
4. Consistency: Ensured consistent styling of icons and text throughout the interface.
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Improved spacing for better text clarity.
Info icon for added info on the feature, contributing to informed decision
Improved spacing for better text clarity.
04 - Deliver
Final Prototype | The solution
The final prototype for the redesigned ClassPass app is the result of a thoughtful and iterative design process rooted in user research and real-world testing. The goal was to address user frustrations around decision fatigue and uncertainty when choosing fitness classes, and to create a more seamless, confident discovery experience.
The solution introduces two key features: an integrated review metric and a fitness watch sync. These additions give users clearer insights into class intensity, community feedback, and how a class aligns with their personal fitness levels. The interface was redesigned with a focus on reducing friction—surfacing relevant information upfront, streamlining the class selection flow, and making it easier for users to assess which options best fit their needs.
The visual language was refined to support a more intuitive and motivating experience, while still aligning with the vibrant, energetic feel of the ClassPass brand. Usability tests were conducted to validate each iteration. Feedback from users helped shape the flow, visuals, and functionality—resulting in a solution that feels more personalized, transparent, and empowering for users navigating their wellness journeys.
The redesigned experience aims to make ClassPass more intuitive, informative, and supportive of user goals. By addressing decision fatigue and surfacing clearer, more relevant information, the prototype offers a more confident and streamlined way to discover classes. Early user feedback indicated that features like the review metric and fitness watch sync added meaningful value and helped users better understand which classes suited their needs. While full testing is still ongoing, the design lays a strong foundation for a more personalized and engaging fitness journey.