format: front-of-house/v1
name: Joining a neighbourhood gym
who: A new member
about: From finding the gym online to the first workout. Made from 8 interviews with members who joined last month.
phases: [Discover, Join, First week]
actors:
  - { id: desk, name: Front desk, layer: front }
  - { id: coach, name: Coach, layer: front }
  - { id: sales, name: Membership team, layer: back }
systems:
  - { id: site, name: Website }
  - { id: billing, name: Billing }
  - { id: booking, name: Class booking app }
moments:
  - id: find
    phase: Discover
    customer: Finds the gym and compares prices online
    feels: 3
    evidence: [Price page]
    front: [Website price page]
    support: [site]
  - id: visit
    phase: Discover
    customer: Visits and asks for a tour
    feels: 4
    evidence: [A free day pass]
    front: [{ actor: desk, does: Shows the gym around }]
  - id: sign
    phase: Join
    customer: Signs up at the desk
    feels: 2
    marks: [wait]
    evidence: [A printed contract, The welcome email]
    front: [{ actor: desk, does: Fills in the form with the member }]
    back: [{ actor: sales, does: Checks the payment card }]
    support: [billing]
    pains:
      - { says: Twenty minutes of paperwork while the class started, source: 5 of 8 interviews }
    promise: { says: Your card works the same day, owner: sales, within: same day }
  - id: first-class
    phase: First week
    customer: Books and goes to a first class
    feels: 4
    evidence: [Booking confirmation]
    front: [{ actor: coach, does: Welcomes the newcomer by name }]
    support: [booking]
  - id: plan
    phase: First week
    customer: Gets a training plan
    feels: 5
    evidence: [A one-page plan]
    front: [{ actor: coach, does: Writes a plan with the member }]
actions:
  - { moment: sign, does: Sign up online before the visit, owner: sales, due: 2027-01 }