Generative Research

 

Premise

After 10 months of piloting EGYM exerciser equipment across two corporate office locations, the Recharge project team wanted to understand how trainers were onboarding new users and what barriers existed in the process. The onboarding stations had been excluded in contract negotiations, a conscious risk made by the business team that left the trainers responsible for onboarding users manually.

The product team reached out to me for this generative study to capture qualitative insights from trainers, uncover workflow gaps, and identify opportunities to improve both the onboarding process and app adoption. A secondary goal was to understand why usage of the EGYM app remained low among pilot participants and trainers themselves.

Initial assumptions from stakeholders included:

  • The app held low priority during onboarding.

  • Trainers frequently exceeded their 30-minute session allotment.

  • Trainers lacked confidence in the app due to lag and limited functionality.

  • Users did not understand or value the BioAge feature.

  • App reliability issues hindered trainers’ ability to promote it.

This research set out to validate or challenge these assumptions and identify the key blockers impacting both trainer experience and user engagement.

Study Design

I conducted 1:1 generative research sessions with the three trainers involved in the pilot (one including a new hire) to capture rich, qualitative feedback. Each 30-minute session was facilitated by a UX researcher using a semi-structured interview guide.

The study explored six central research questions:

  1. How are trainers currently onboarding users to the EGYM equipment?

  2. How does their approach differ from the official EGYM onboarding guidelines?

  3. What workarounds have trainers developed to manage their workflow?

  4. What friction points exist in the onboarding process?

  5. What insights do trainers have about the user experience that we haven’t yet uncovered?

  6. How do trainers perceive the app and its role in the onboarding process?

Findings

“The users and I have at least four exchanges before scheduling an onboarding session—that’s where we lose the most people.”
— Trainer participant

Scheduling and Availability

The booking process is the most problematic step in the onboarding journey. Trainers and users often have four or more communication exchanges before finalizing a session, resulting in drop-offs and delays. The process lacks a single, clear scheduling entry point; even newsletter links redirect users to QR codes in physical spaces, adding unnecessary friction.

Trainer Workarounds

Trainers have created their own informal systems to fill gaps left by unclear guidance.

  • Some skip ergonomic adjustments during onboarding to save time.

  • Others restrict onboarding to certain weeks, leaving users who start outside those windows waiting up to two weeks.

  • Scheduling methods vary widely depending on trainer tech literacy and available tools.

Emotional and Social Barriers

Participants described deep-rooted cultural and psychological obstacles among employees:

  • Older users expressed fear about job security and deprioritized wellness activities over meetings.

  • Some users with negative past experiences around exercise avoided onboarding because they disliked being observed.

“He canceled three times before he finally came back and said, ‘I need to do this.’ He’s always in meetings and didn’t want to commit to 30 minutes.”
— Trainer participant

BioAge Confusion

Both trainers and users lack a clear understanding of what BioAge represents or how it’s calculated. While some found it fun or “game-like,” most viewed it as arbitrary or inaccurate.

“There’s this cloud of mysticism around BioAge. No one really knows how it’s determined or what to do about it.”
— Trainer participant

App Perceptions

The EGYM app was perceived as unreliable and lacking purpose. Trainers cited frequent lag and inaccurate data, making it difficult to advocate for its use.

  • Streaks and usage metrics were not motivating to users.

  • Pre-survey data added little value to trainers or users.

  • Success messaging and “next steps” guidance were missing from both the app and machine flows.

Positive Signals

Despite challenges, there were several bright spots:

  • The QR code functionality worked well, even for less tech-savvy users.

  • Trainers enjoyed promoting EGYM through internal newsletters and informal marketing, which correlated with higher signup rates.

  • Users demonstrated patience and empathy, recognizing the pilot nature of the program.

“People really liked the confetti—it’s amusing, so I promote it.”
— Trainer participant

Key Insights and Recommendations

1. Scheduling Experience

Insight: The scheduling process creates unnecessary friction and leads to drop-offs.
Recommendation:

  • Integrate a direct scheduling link into newsletters and digital touchpoints.

  • Provide clear guidance to trainers about managing pre-onboarding communication.

2. App Functionality and Trust

Insight: App instability and unclear data reduce trainer and user confidence.
Recommendation:

  • Prioritize app reliability and ensure all displayed metrics are accurate.

  • Introduce self-descriptive data and contextual education (e.g., “How your BioAge is calculated”).

  • Include success messaging and push notifications to encourage engagement.

3. Trainer Enablement

Insight: Trainers act as the main advocates for EGYM but lack adequate tools and direction.
Recommendation:

  • Provide training refreshers and materials clarifying the value of machine adjustments.

  • Offer usage reporting dashboards to give trainers visibility into machine engagement.

4. Address Emotional Barriers

Insight: Cultural and emotional barriers prevent some users from prioritizing onboarding.
Recommendation:

  • Design gentle, motivational messaging emphasizing flexibility and self-care.

  • Pilot shorter onboarding sessions or self-led options to lower the intimidation factor.

Impact

This generative research clarified that onboarding challenges stem less from user disinterest and more from process friction, unclear guidance, and tool reliability.

The findings provided stakeholders with tangible next steps, including product changes to simplify scheduling, app reliability improvements, and content updates to make BioAge data more meaningful.

The study also highlighted trainers as a critical user group who influence overall app adoption and engagement. These insights are now informing cross-functional discussions about the next phase of the EGYM onboarding experience, ensuring future design decisions are grounded in real-world trainer and user behavior.