Program is great but app UX needs improvements
I love the Gympass program and product and use the service daily. However I am constantly frustrated with being incorrect marked absent even with checking in (both in the app and with the gym), or even worse getting penalized for cancellations outside of the cancellation window, when the confirmation email doesn’t state what it is. I recently visited a new gym and in the wellhub email it did not clarify any “free cancellation” window. I had to cancel and I was charged with one of the 4 allotted free cancellations however the confirmation never specified. In terms of user experience and user interface I wish that my homepage would allow me to view all available upcoming classes for my favorite gyms. The navigation is a little cumbersome in always having to search for a studio, go to the calendar, and then finding the class you’d like. It would be ideal to have a view of all favorited classes and/or studios along with their upcoming classes. You should also be able to cancel a class from the Home Screen. Overall I do really love Wellhub/Gympass, however the UX/UI drastically needs improvement.
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Response from developer
Hi there, thank you for your feedback. We're sorry to hear you didn't have a 5-star experience with our app. Our team is working hard every day to improve it and make your experience as seamless as possible. If you encounter any errors while checking in, please take a screenshot and send it to us so we can help and avoid no-shows. Our team is available through the Help Center and is also on Instagram (@wellhub) and Twitter/X (@wellhubhelp). Count on us!
