Everybody Health & Leisure – Journey Mapping and Process Audit

Date

2024

Client

Everybody Health & Leisure

Overview

Everybody Health & Leisure is a charitable trust delivering leisure services, including facilities and development, across 16 facilities in partnership with Cheshire East Council, in the UK. Their services include group fitness classes, swimming programs, personal training, sports and wellness support. As Everybody Health & Leisure continues to expand, they recognised the need to transform their digital capabilities to improve user experiences for members and staff.

LeisureLabs partnered with Everybody Health to conduct customer journey mapping and a comprehensive digital process audit, aiming to enhance their digital ecosystem and create a clear actionable, roadmap for the next phase of their digital transformation.

Challenge

Everybody Health faced several challenges with their current digital systems, including:

Inefficient system integrations: Systems didn’t talk to one another, leading to a fragmented user experience
Friction in processes: The booking and joining processes for prospect, pay-as-you-go and members were disjointed and cumbersome
Lack of personalisation: Communications were not tailored to individual users, and there was insufficient tracking of member behaviour.

These issues hindered their ability to provide seamless member experience, streamline operations, and leverage data to drive better decision-making.

Approach

Everybody Health engaged LeisureLabs to: 

Conduct a digital audit to identify inefficiencies and areas for improvement
Map existing customer journeys and identify pain points and opportunities
Propose an ideal digital state that streamlines user experience and integrates communications
Provide strategic recommendations for improving system integrations and automation
Develop a phased digital transformation roadmap, prioritising high-impact, low-effort initiatives

Solution

LeisureLabs provided a comprehensive assessment that formed a key input for Everybody Health’s 2025-2028 digital strategy. The assessment included:

Technical recommendations: Identified key areas for improvement in their current systems and proposed scalable, secure and cost effective solutions.
Future digital state: Outlined a future digital ecosystem focused on user-friendly processes, integrated communications and improved system interoperability.
Suggested partners: Provided a list of available solutions in the market for CRM, LMS, and AI tools to support digital transformation.
Prioritised action plan: Delivered a roadmap of high-impact, low-effort projects to guide their digital initiatives.

Results

The digital audit and customer journey mapping exercise equipped Everybody Health with a clear strategic plan for their digital transformation. Key outcomes included: 

Clear roadmap for transformation: A prioritised action plan enabled Everybody Health to focus on key areas such as booking improvements and system integrations.
Immediate actions: Addressed quick wins, such as enhancing their web and social content strategy.
Long-term strategic initiatives: Positioned Everybody Health to explore advanced digital solutions, including AI integration, CRM enhancements, and a potential website rebuild.

The assessment and roadmap provided Everybody Health with a strong foundation to drive their digital transformation in alignment with their broader business goals for 2025-2028.

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