Fitness First UK – Credit-Based Booking & Payments
Overview
Fitness First is one of the UK's best-known health and fitness operators, with clubs across the country offering gym, group exercise and personal training. The business continues to invest across its club estate and digital member experience, developing new products and services for its members.
As part of its ongoing club investment programme, Fitness First UK has introduced Reformer Pilates studios across a number of its clubs. Demand was immediate, with classes reaching capacity as soon as booking windows opened.
Fitness First UK wanted to give more members the opportunity to access the new studios. A credit-based system was introduced, giving members an allowance of Reformer Pilates credits with the option to purchase additional credits if they wanted to book more classes.
For LeisureLabs, the challenge was making that system work within Fitness First's existing digital estate. Working across product management, experience design and technical architecture, the team connected the existing member app, booking platform and payment environment to create a new credit-based booking and purchasing journey. The functionality launched across four initial clubs in Q2 2026.
As part of its ongoing club investment programme, Fitness First UK has introduced Reformer Pilates studios across a number of its clubs. Demand was immediate, with classes reaching capacity as soon as booking windows opened.
Fitness First UK wanted to give more members the opportunity to access the new studios. A credit-based system was introduced, giving members an allowance of Reformer Pilates credits with the option to purchase additional credits if they wanted to book more classes.
For LeisureLabs, the challenge was making that system work within Fitness First's existing digital estate. Working across product management, experience design and technical architecture, the team connected the existing member app, booking platform and payment environment to create a new credit-based booking and purchasing journey. The functionality launched across four initial clubs in Q2 2026.
Challenge
The popularity of Reformer Pilates created a particular booking challenge. With a limited number of beds available in each class and demand regularly exceeding capacity, Fitness First UK wanted to give more members the opportunity to access sessions.
A credit-based system was introduced, giving members a monthly allocation Reformer Pilates credits and the option to purchase additional credits if they wanted to book more classes.
The technical challenge was integrating this into the existing EGYM Branded Member Mobile App. Members needed to be able to check their credit balance, select a class and where necessary, purchase additional credits without creating a disconnected booking experience.
Taking payments natively within the app would also have extended its PCI compliance requirements. The project therefore needed to connect Fitness First's existing app, booking, membership and payment environments without introducing native payment processing.
A credit-based system was introduced, giving members a monthly allocation Reformer Pilates credits and the option to purchase additional credits if they wanted to book more classes.
The technical challenge was integrating this into the existing EGYM Branded Member Mobile App. Members needed to be able to check their credit balance, select a class and where necessary, purchase additional credits without creating a disconnected booking experience.
Taking payments natively within the app would also have extended its PCI compliance requirements. The project therefore needed to connect Fitness First's existing app, booking, membership and payment environments without introducing native payment processing.
Results
The new Reformer Pilates booking experience launched across four Fitness First UK clubs in Q2 2026.
For the first time, Fitness First UK can introduce purchasable products as part of its member app journey without requiring native payment processing within the EGYM Branded Member App.
The technical approach is not limited to Reformer Pilates. The same architecture can be used for other products Fitness First UK may want to introduce in future.
For the first time, Fitness First UK can introduce purchasable products as part of its member app journey without requiring native payment processing within the EGYM Branded Member App.
The technical approach is not limited to Reformer Pilates. The same architecture can be used for other products Fitness First UK may want to introduce in future.
Approach
LeisureLabs worked alongside Fitness First UK across product management, experience design and technical architecture to define how the new credit-based system would work within its existing digital estate.
Working collaboratively with the Fitness First team, LeisureLabs developed the frontend app experience and technical approach needed to connect the existing class booking journey with Fitness First's web-based purchasing experience. This allowed members who needed additional credits to move between the app and web environments as part of the wider booking journey.
Behind the member experience, LeisureLabs worked with Fitness First to define the architecture required to connect the relevant booking, membership and payment systems, while accommodating the business rules associated with the new credit-based system.
The approach keeps payment processing outside the native app while connecting it to the wider member experience. It was also designed to be configurable, so the Reformer Pilates credit system can be switched on at additional clubs without further development.
Working collaboratively with the Fitness First team, LeisureLabs developed the frontend app experience and technical approach needed to connect the existing class booking journey with Fitness First's web-based purchasing experience. This allowed members who needed additional credits to move between the app and web environments as part of the wider booking journey.
Behind the member experience, LeisureLabs worked with Fitness First to define the architecture required to connect the relevant booking, membership and payment systems, while accommodating the business rules associated with the new credit-based system.
The approach keeps payment processing outside the native app while connecting it to the wider member experience. It was also designed to be configurable, so the Reformer Pilates credit system can be switched on at additional clubs without further development.
Solution
LeisureLabs delivered a comprehensive, multi-platform solution connecting member-facing applications with backend member management infrastructure:
- Real-Time Mobile Credit Engine: Members view their live Reformer credit balances directly within the mobile app, with credits drawing from membership benefits before paid credits.
- In-Flow Seamless Checkout: When a member attempts to book a Reformer class with insufficient credits, the app initiates a 5-minute slot hold and launches a webview payment modal. Upon successful Adyen payment, credits are automatically issued to the Custom Credit API, deducted for the class, and the booking is confirmed instantly.
- Automated Rules & Differential Penalties: The system automatically triggers credit refunds via API for cancellations outside the 4-hour window, club-cancelled classes, or unfulfilled waitlists. Late cancellations within the 4-hour window forfeit the credit; non-purchased credit types additionally receive an operational strike, whereas cash-purchased credits are protected from strike penalties.
- Web & Timetable Realignment: Credit pack purchasing journeys were introduced within the web Members Area, while the web class timetable was reconfigured to route all Reformer Pilates bookings directly into the mobile app.
We wanted to give more members the opportunity to access Reformer Pilates while introducing a booking system that worked within our existing digital experience. LeisureLabs helped us define both the member journey and the technical approach, bringing together the different systems required to get the new functionality live across our first four clubs.
Mark Cumberbatch
Head of Digital & CRM
