Researching the Customer Experience in JIMS
-Understand the current user experience at different JIMS locations.
-Identify key areas for improvement in facilities, services, and digital interactions.
-Propose actionable solutions that enhance the overall member experience and satisfaction.
Client
JIMS
From Achilles Design
Team
Mohamed Adkaich
luna dopazo dacosta
Duration
3 months
Introduction
JIMS Belgium, a prominent fitness center chain, initiated a UX research project to delve into the customer experience across its facilities. The goal was to identify pain points, optimize service delivery, and enhance overall customer satisfaction by directly addressing the users' needs and expectations.
Methodology
Interviews: Conducted with managers, coaches, and customers to gather qualitative insights.
Direct Observations: Observed interactions and operations at various JIMS branches to understand the real-time customer experience.
Customer Journey Mapping: Detailed mapping to visualize the end-to-end customer experience and identify critical touchpoints
