Review the confusing point.
Compare the website wording, coach details, schedule and staff response. Identify the information visitors ask for repeatedly or employees must copy between tools.
Project process
Follow one new visitor through the current process.
Choose a program and walk through how a visitor finds it, asks about a trial and reaches the joining or booking step.
Check the existing platform.
Review supported schedule, membership and message features. Confirm account ownership and vendor limits before choosing a custom connection.
Agree on the first useful change.
Define the task someone should be able to finish, the approved content and how staff will check it. Plan any interruption around classes and preserve a recovery option.
Try changed and incomplete journeys.
Use fictional visitors to test a trial inquiry, an unavailable class and a program change. Keep simulated messages and transactions away from real members.
Hand over the maintenance.
Document who updates program information and handles an incomplete booking handoff. Agree separately on later work and ongoing support.