The main workflow, step by step
The window follows a new member from joining to redeeming a reward, and the manager who watches retention. Pick a step to see its screen. The studio, the member and the figures shown are invented for the demonstration.
Join
Northlight StudiosPlan chosen- Plan
- Unlimited classes, monthly
- Start date
- Today
- Payment
- Card, renewed each period
- Welcome offer
- Guest pass added
Off the pathA member who joined before and left is recognized by email, and offered to resume without creating a second account.
Booking
BK-44190Checked in| Detail | Value |
|---|---|
| Class | Morning flow, studio two |
| Place | Mat fourteen |
| Check-in | Code scanned at the door |
| Points | Added for attendance |
Off the pathA late cancellation follows your policy: a credit is lost or a fee applies, and the member is told before confirming.
Till
Member M-20871Reward available| Line | Detail |
|---|---|
| Purchase | Smoothie and towel hire |
| Points earned | Added to the balance |
| Reward | Free guest pass, ready |
Off the pathIf the till cannot reach the server, the sale goes through and points are added when the connection returns.
Rewards
Member M-20871Redeemed- Reward
- Guest pass for a friend
- Cost
- Points deducted
- Valid until
- End of next month
- Share
- Sent to the friend by link
Off the pathA reward that has expired or is out of stock cannot be redeemed, and the member sees what else their balance covers.
Retention
This monthMembers at risk| Group | Signal |
|---|---|
| Active | Visiting weekly |
| Slowing | No visit for several weeks |
| Payment failed | Retry scheduled |
Off the pathMembers who have stopped visiting can be sent an offer, but only if they agreed to receive marketing messages.
Who uses it, and what each role can do
A member, the person at the desk and the owner each need a different slice of the same account. The roles also protect payment and personal details.
| Role | Sees | Can do |
|---|---|---|
| Member | Their plan, card, bookings, points and rewards | Join, book, check in, redeem and manage payment |
| Front desk | Member lookup, check-in and the till | Check in, sell, add or redeem points |
| Instructor or host | Their class lists | Mark attendance and manage waiting lists |
| Studio manager | Members, retention, rewards and reports | Set plans, rules and offers, and handle exceptions |
| Finance | Payments, failed renewals and refunds | Reconcile income and approve refunds |
When the work leaves the usual path
Memberships involve recurring money and human habits, both of which misbehave. These are the cases the app has to settle without embarrassing a member at the desk.
| Situation | What the system does | Who decides |
|---|---|---|
| Renewal payment fails | Retries, notifies the member and applies a grace period | Finance |
| Member wants to pause or cancel | Follows your notice rules and confirms in writing | Studio manager |
| Late cancellation or no-show | Applies the policy shown at booking | Front desk |
| Till offline | Completes the sale and adds points later | Front desk |
| Points disputed | Shows the history and allows a corrected entry | Studio manager |
| Reward expired or out of stock | Blocks redemption and suggests alternatives | Studio manager |
What it connects to
Points and plans touch the till, the bank and the timetable. The connections below are typical, and each is confirmed against the systems you already use.
| System | What moves | Direction |
|---|---|---|
| Payment provider | Recurring payments, card updates and refunds | Both ways |
| Point of sale | Purchases for points, and redemptions | Both ways |
| Class or booking system | Timetable, capacity and attendance | Both ways |
| Access control, where fitted | Entry by code or card | Both ways |
| Email and messaging tool | Consented members and segments | Out of the app |
What a first release includes
Plans and joining
Plans with prices and terms, online joining, renewals and self-service pause or cancellation under your rules.
Digital member card
A code on the phone for check-in at the door and identification at the till.
Booking and attendance
Classes or sessions with capacity, waiting lists, cancellation rules and attendance records.
Points and rewards
Rules for earning on visits and spending, a catalogue of rewards and redemption at the desk or in the app.
Member communication
Notifications for bookings and rewards, with marketing messages sent only to members who opted in.
Retention reporting
Active, slowing and lapsed members, failed payments and which rewards are actually used.
Often added after the first release
- Referral rewards
- Tiers with extra benefits
- Gift memberships
- Family and corporate plans
- A shop inside the app
What we need from you
- Your plans, prices, terms and cancellation rules
- How points should be earned and what they can buy
- The till, booking and payment systems in use today
- Your current member list and how it is stored
- A studio manager and a front desk lead to test with real members
Ownership and licensing terms are defined in the project agreement.
What to do next
Send us your plans and the rewards you have in mind, with the name of your till and booking system. We reply with a first release and the connections it needs. Start a conversation or book a 30-minute call.
Common questions
Is this for a single studio or a chain?
Either. The structure supports several locations, with plans that are valid at one site or all of them, and reports per location. Single studios usually start simply and add tiers or referrals later. For chains, the early decisions are which plans work across sites and how income is attributed between them.
Can it take recurring payments?
Yes, through a payment provider that supports recurring billing in your market. The app handles sign-up, renewals, failed payments, card updates and cancellation under the terms you set. Consumer rules on subscriptions and cancellation differ by country, so those terms and the wording shown to members are reviewed by your legal adviser.
Do points have a financial or legal impact?
They can. Unredeemed points may be a liability in your accounts, and some places regulate expiry and terms of loyalty schemes. We build the rules you decide, including expiry and limits, and provide the reports your accountant needs. Have the scheme's terms reviewed before launch, since changing them later affects members' expectations.
Could we use an off-the-shelf membership product instead?
Often, yes, and for a standard studio it may be the right choice. A custom app is worth considering when your loyalty rules are unusual, when you need it tied to your own till or access system, when the brand experience matters or when licence fees per member no longer make sense at your size.