Torfaen Leisure Trust had an outdated website tied to a legacy CRM that was holding back how they presented their offer and managed bookings. The redesign was a chance to fix both.

The problem

The old site looked dated and gave users no way to book classes online. Everything went through the CRM, which meant the user experience was dictated by the limitations of the back-end system rather than by what users actually needed.

For a leisure trust trying to increase membership and participation, that friction has a real cost. People who can't easily see what's on, or book something without jumping through hoops, will just not bother.

What I designed

A new site built on Torfaen's existing brand — their colours and identity were solid, the execution just needed updating — that gave users a clear, modern view of what the trust offers and how to access it.

The key addition was online booking. Moving class bookings out of the legacy CRM and into a user-facing flow on the site wasn't just a UX improvement, it was removing a structural barrier to people using the service.

The work was done with the constraint that it needed to work within the existing brand and not require a full identity overhaul. That kind of constraint is useful. It focuses the decisions. The job was improving the experience, not redesigning everything.

Outcome

The trust got a site that reflected the quality of their offer rather than undermining it, with a booking flow that gave users direct access to classes without having to navigate a system that wasn't designed for them.

Small wins in local public sector projects like this don't always make the case study rounds — but improving access to health and leisure services for a community is exactly the kind of work that matters.