The Challenge
PureGym operates a significant number of unmanned 24-hour locations where members exercise without staff present. In emergency situations, members had limited and slow routes to reach help — a real risk to member safety and a material reputational concern for the brand at scale.
The solution needed to work hands-free, be immediately intuitive under stress, and integrate into PureGym's emergency protocols — while passing multi-stakeholder sign-off across a large, complex organisation.
The Approach
- 01
Scoped the emergency response use case in detail with PureGym stakeholders — mapping the exact user journey, escalation paths, and protocol integration requirements
- 02
Built a custom Alexa Skill on AWS, activated by simple voice command, routing members to emergency services and simultaneously notifying PureGym's response team
- 03
Coordinated delivery across internal PureGym functions including operations, IT, legal, and brand
- 04
Ran structured testing across unmanned locations to validate reliability and response time before rollout
“Members in unmanned locations needed a way to get help instantly. We built it so they never have to think about how.”