A product designer making complex products simple, clear and usable.

Xplor Technologies

White-label membership app

Team

Lead Designer, 2 Frontend Developers, 2 Backend Developers, Product Manager

Roles

• Product design
• User research
• UX design
• UI design
• Prototyping
• Usability testing
• Design systems
• Accessibility
• Product strategy
• Developer handoff

Overview

Members were experiencing unreliable access to gym facilities, while staff were regularly pulled away from the gym floor to troubleshoot technology issues and support day-to-day member tasks.

This project involved rebuilding and evolving a large-scale native mobile platform used by hundreds of fitness brands. Members use the app to manage memberships, book classes, access facilities and stay connected with their gym.

The challenge was balancing a consistent core product with the flexibility required for white-labelling across different brands, each with their own identity, pricing models and operational requirements.

The goal was to create a scalable platform that could support hundreds of implementations while maintaining a reliable, familiar experience for members and reducing complexity for product and engineering teams.

Problem space

The existing experience had grown incrementally over time, leading to inconsistency across flows and platforms. Core journeys such as booking, onboarding and membership management varied in quality depending on the brand configuration.

This created two main issues. Members experienced an uneven product experience between gyms, and internal teams struggled to ship new features without duplicating effort across brand variants.

Approach

We started by mapping the core member journeys across multiple brands to understand where variation was necessary and where it was causing unnecessary differences.

From there, we defined a shared foundation for the product experience, focusing on the most critical actions members perform: sign-in, booking classes, managing access and viewing membership status.

This was paired with our modular design system — Apollo Mobile — that allowed brands to customise surface-level identity while keeping underlying patterns consistent.

Key user flows

We focused on the core journeys that define whether the product works in practice: signing in, accessing the gym, and booking classes.

Sign in was redesigned to reduce friction and improve reliability across different authentication methods. We found that users often struggled to access their accounts, particularly when moving between gyms or reinstalling the app, so we simplified the flow and password recovery paths.

Access passes were a critical part of the experience. Members needed a fast, dependable way to present their gym access at the point of entry. We redesigned this flow to make the pass immediately available from the home screen, with clear offline behaviour and consistent presentation across brands.

Booking flows were refined to reduce cognitive load and make availability, confirmation and cancellation states clearer. Membership self-serve was also improved, helping users to understand their active status, renewal information and entitlements without needing support.

Design system and white-labelling

A key part of the work was structuring the design system to support scalable white-labelling.

We introduced a token-based approach to branding, allowing colours, typography and visual styling to be configured per brand without changing core components. This ensured consistency in behaviour while enabling visual differentiation.

Components were designed to be flexible but opinionated, reducing the need for one-off implementations and helping teams ship faster across multiple gym brands.

Outcome

We delivered a more consistent and scalable mobile experience across a large network of fitness brands, reducing duplicated design and development effort and allowing teams to ship changes without breaking brand-specific configurations.

Gym staff spent less time dealing with access and app-related issues, and more time focused on supporting members on the gym floor.

For members, the experience became more reliable and predictable, particularly around membership self-service, sign in, gym access and booking classes.

Xplor Technologies

Apollo Mobile

Overview

Apollo Mobile is a native-first mobile design system I created alongside a small team of devlopers at Xplor Technologies. It supportted the design and development of scalable, white-label mobile apps across iOS and Android.

It was designed to solve a complex challenge: how do you build branded mobile apps at scale while maintaining platform quality, accessibility and consistency?

The long-term vision was ambitious. Apollo Mobile was created to support hundreds of branded apps, alongside bespoke mobile products across multiple teams at Xplor.

The challenge

Designing for white-label mobile products creates a difficult balance.

Apps need enough flexibility to reflect different brands, while still feeling cohesive, accessible and familiar to users on both iOS and Android.

Early iterations explored a more unified styling model, but over time it became clear that a native-first approach was the right direction.

The challenge was layering Xplor’s product requirements on top of Apple Human Interface Guidelines and Google Material Design, while also supporting a theming system robust enough to scale across hundreds of app variations.

My role

As Lead Product Designer, I created Apollo Mobile from the ground up and led its evolution from concept through to implementation.

My role covered the full lifecycle of the system, including strategy, hands-on product design, Figma tooling, theming architecture and governance.

I worked closely with designers and engineers to define how the system should scale, how flexibility should be controlled, and how quality could be maintained over time.

The solution

Apollo Mobile evolved into a mobile-first design system built on platform-native principles.

Rather than abstracting away iOS and Android conventions, the system embraced them. Apple Human Interface Guidelines and Google Material Design patterns and tokens formed the foundation.

On top of this, I designed a scalable layer of Xplor-specific foundations, components and patterns that enabled brand customisation without compromising usability or consistency.

The system included:

• Design tokens
• Foundational primitives
• Reusable component libraries
• Pattern libraries
• Styling and theming rules
• Governance documentation
  

Buttons and forms became some of the most complex areas of the system due to the number of states, behaviours and brand variations they needed to support.

Documentation and governance

A design system only succeeds if people can understand and use it effectively.

I created internal documentation to help designers and developers quickly understand the system’s principles, rules and implementation details.

I also helped establish internal demo apps that allowed teams to test components across their full range of variations. Some components supported more than 250 variations per platform.

These environments made iteration faster and improved collaboration, sign-off and governance between design and engineering.

Impact

Apollo Mobile created a strong foundation for scaling mobile product delivery at Xplor.

It enabled:

• Faster feature delivery and iteration
• Significantly reduced design inconsistency
• Strong accessibility governance
• Faster rollout of new components and features

By the time I left, Apollo Mobile was actively supporting product teams and positioned for broader rollout across Xplor’s mobile ecosystem.

Membr

mPay Payments Management System

Project overview

mPay is a membership and payment management system built for fitness clubs. It sits at the core of club operations, unifying sign-up, billing, payment recovery and membership lifecycle controls into a single system. The platform supports both staff and members through a shared operational model designed to reduce administrative overhead and improve revenue reliability.

The challenge

Fitness clubs were operating with fragmented systems where membership, payments and access control existed as separate concerns. This created operational friction across the full lifecycle: failed payments required manual chasing, membership states were inconsistently managed, and staff lacked a single source of truth for member status.

This fragmentation also extended into onboarding, where new members had to navigate disconnected steps such as payment authorisation, PAR-Q completion and induction booking, often with unclear system feedback or follow-up actions.

System approach

The core design decision was to treat membership as a single evolving lifecycle rather than a collection of isolated workflows. This led to a unified timeline model where every event, payment and state change is recorded and acted upon in context.

Instead of designing separate flows for payments, membership changes and recovery actions, the system was structured around a shared state model that both staff and members could interpret consistently.

• Timeline model: A chronological view that unifies payments, membership states and operational events into a single source of truth.
• State consistency: Standardised rules for how memberships move between active, defaulted, frozen, suspended and cancelled states.

Key design areas

Onboarding and activation

The sign-up flow was designed to ensure membership, payment and access are correctly aligned from the moment of creation. After checkout, members are guided through required steps such as PAR-Q and induction booking, with access dynamically controlled based on completion.

Payment recovery system

Failed payments are handled through a structured recovery model combining automated retries, member notifications and manual intervention tools. Retry logic is optimised to recover revenue without requiring staff involvement, while ensuring clear escalation when intervention is needed.

Member self-service

The member app was extended to support all lifecycle states, not just active memberships. Interfaces adapt based on status, enabling members to resolve payment issues, update payment methods and complete required actions without contacting staff.

Disputes and edge cases

Chargebacks and payment disputes are surfaced directly within the membership timeline, with clear status progression and structured resolution paths. Staff can either accept disputes or submit evidence, with all actions tracked as part of the member’s financial history.

Impact and scalability

mPay reduced reliance on manual administration by centralising membership and payment logic into a single system. It improved visibility for staff, reduced friction in payment recovery, and enabled members to resolve common issues independently.

The system was designed to scale across different operators and use cases, with future enhancements focused on more flexible cancellation logic, partial refunds and expanded referral automation.