PRD-0142 · Pegboard · Member booking In review · v0.3

Waitlists for full classes

When a class is full, let members queue for it, and hand any spot that opens to the next person in line without the front desk picking up a phone.

Product: Odile Ferrant
Engineering: Kwame Asante
Design: Lucía Ortega
Last updated: Thu, Nov 19, 2026
Review meeting: Tue, Nov 24, 2026
Pilot starts: Mon, Jan 11, 2027

01Problem

A sold-out class is often not a full room

A member who opens a full class sees “Full” and leaves. When somebody later cancels, nobody who wanted that spot finds out. In October 2026, members cancelled 4,180 bookings in classes that were full, and 1,296 of those spots were taken again before class.

4,180spots cancelled in full classes, October 2026

1,296rebooked before the class started

31%refill rate today

MembersThey want the 6 p.m. class, can’t get in, and never learn that a spot opened at 4.
Front desk38 of 212 studios in the September survey (18%) keep a paper list and text people by hand.
Owners2,884 spots stayed empty. At an average $22 a spot, that is about $63,400 in classes that were sold out on paper.

02Goals

What this is for, and what it isn’t

Goals

G1Refill at least 60% of spots cancelled in full classes, up from 31%.
G2A member joins a waitlist with one tap, from the page that says the class is full.
G3Front-desk staff never have to message a member to fill a spot.

Non-goals

N1Selling priority. The order is the order people joined, always.
N2Overbooking. A class never holds more people than its capacity.
N3Changing cancellation rules or late fees. Each studio keeps its own.

03User stories

Five things people need to be able to do

MemberWhen a class is full, I can join its waitlist and see my place in line.
MemberWhen a spot opens, I’m told straight away and know how long I have to take it.
MemberI can leave a waitlist at any time, and it costs me nothing.
Front deskI can open any class and see who is waiting, in what order, and who has been offered a spot.
OwnerI can turn waitlists on or off for a class type and set how long an offer lasts.

04Flow

How a spot finds its next person

01Class fills“Book” becomes “Join waitlist”.
02Member joinsThey see “You’re 2nd in line”.
03A spot opensSomeone cancels, or the studio adds a place.
04First in line is offered itPush and email. 15 minutes to claim.
05Claimed, or passed onA claim is a booking. No answer, and the offer moves to the next person.

05Requirements

Ten requirements: five P0, three P1, two P2

ID	Requirement	Priority
R1	A member can join and leave a waitlist from the class page, on web and in the app.	P0
R2	The list is first come, first served. Each member sees their own position and nobody else’s name.	P0
R3	When a spot opens, the first member in line is offered it by push notification and email within 30 seconds.	P0
R4	An offer lasts 15 minutes by default. When it runs out, the offer goes to the next member and the first keeps their place.	P0
R5	Claiming a spot uses the member’s existing credits or membership. No new payment step.	P0
R6	In the last 60 minutes before class, everyone on the list is told at once and the first to claim gets the spot.	P1
R7	Staff see each class’s waitlist: order, who holds an offer, and when it runs out.	P1
R8	Owner settings per class type: waitlist on or off, list size (default 10), offer window (5 to 60 minutes).	P1
R9	A weekly email to the owner with the number of spots refilled from waitlists.	P2
R10	Auto-book: a member can choose to be booked straight in, with no offer to answer.	P2

P0needed for the pilot P1needed before every studio gets it P2only if time allows

06Out of scope

Not in this version

Text messagesPush and email only. Texts cost money per message, and who pays is a pricing decision we haven’t made.
WorkshopsSingle classes only. Workshops, multi-week courses and private sessions book differently.
Any-class listsNo “tell me about any 6 p.m. class this week”. One waitlist belongs to one class.
Guest spotsA member can’t hold a waitlist place for a friend.

07Open questions

Four things we haven’t decided

Q1During the 15 minutes, is the spot held for the member who was offered it, or can anyone book it?Leaning: held. A race makes the offer worthless.Odile Ferrant by Tue, Nov 24
Q2If a member claims a spot inside the studio’s late-cancel window and then cancels, do they pay the late fee?Needs a view from three pilot studios.Odile Ferrant by Fri, Nov 27
Q3Where does “Join waitlist” sit on the class page, and what does a member with an open offer see on the home screen?Lucía Ortega by Mon, Nov 30
Q4Can push delivery meet R3’s 30 seconds on our current provider?Two-day spike, with numbers.Kwame Asante by Wed, Dec 2

08Success

How we’ll know it worked

Measure	Today	Target
Refill rateSpots cancelled in full classes that are booked again before class	31%	60%
Time to refillMedian, from cancellation to the new booking	3 h 10 min	under 20 min
Studios messaging members by handSame survey question, asked again in March	18%	under 5%
Guardrail: no-shows on waitlist bookingsAll bookings run at 6.5% today. Above that, we are filling spots with people who don’t come	6.5%	6.5% or lower

We read the numbers twice: after four weeks with the 12 pilot studios, and on Monday, April 5, 2027, eight weeks after every studio has it.

09Dates

From review to every studio

Tue, Nov 24Review. Q1 decided in the room.
Fri, Dec 4Designs final, open questions closed.
Dec 7 to Jan 8Build P0, then P1.
Mon, Jan 11Pilot with 12 studios.
Mon, Feb 8On for every studio.