Video walkthroughs
Member portal
The member-facing experience — bookings, profile, and self-service
The member portal is the product your customers see after they sign in: a separate entry point from staff dashboards, tuned for phones and low friction. This recording shows what members can do without calling the front desk.
Why a separate portal matters
- Security — Members never get staff permissions; they only see their own memberships, bookings, and payments you expose.
- Clarity — Simpler navigation (fewer modules) reduces support calls (“Where do I book?”).
- Trust — Transparent visit history and renewal dates lower disputes about billing.
Capabilities you should recognize in the video
| Area | Typical member actions |
|---|---|
| Account & profile | Update phone, email, emergency contact, profile photo (if allowed). |
| Memberships | See current plan, renewal date, credits remaining, upgrade paths you publish. |
| Classes | Browse timetable, book, cancel within your policy window, join waitlist. |
| Payments | View receipts, saved payment methods, failed payment prompts (if enabled). |
| Check-in aids | Display QR or barcode for scanners; some gyms surface “today’s booking” for validation at the door. |
Configuration levers (staff side)
Most behaviour is controlled under Settings and related org options:
- Which outlets and class types appear online.
- Cancellation cutoff — e.g. must cancel 2 hours before or lose a credit.
- Whether members can purchase plans in-app or only in person.
- Branding — logo and colours so the portal feels like your gym, not a generic app.
Operational tips
- Onboarding copy — After sign-up, tell members exactly which URL to bookmark and how to reset passwords.
- Support playbook — Train desk staff to say “open the member portal → Classes” instead of navigating the admin app on behalf of the member on their phone.
- Feature parity — If something is missing in the portal (e.g. freeze request), document the manual process until you enable it.
How this ties back to staff workflows
- Bookings made in the portal appear instantly on session rosters and check-in lists.
- Failed renewals often show in both Payments (staff) and the portal (member sees a banner).
Related walkthroughs
- Classes, trainers & outlets — what powers the timetable members browse.
- Members & membership — the plans and entitlements behind what the portal displays.
- POS, settings & check-in — door processes when members arrive with a booking or QR.