Project Overview
Spacious Technologies was a network of drop-in workspaces that utilizes under-utilized spaces such as restaurants that are closed during the day or buildings that have been sitting empty while they await new owners.
What I did
UX/UI design, Research and working with Engineering to decide prioritization based on viability and feasibility.
Project Team: Me + Engineering
Timeline: ~6 weeks
Reimagining the user’s experience with a focus on service design.
Validating the use cases, as provided by customer experience based on communications received from the users in order to ensure the right problem was being worked on.
Discovery
Validating Customer Experiences
Customer Experience brought to our attention the problem of members being overcharged for their guests because they were not check out in time.
I had to analyze why this was happening and all the potential flaws in the service.
Looking at the communications between CX and users, It became clear most of the negative experience came from host error, whether it be from not checking the guests out at the proper time, and or with the Host app itself.
Define
Defining Use Cases for Multiple Users
After discussions with Engineering about feasibility, a number of changes across the whole product line were needed to address the pain point and use cases.
As a Member, I do not want to be overcharged for my guest.
As a Member, I want to be warned when I am about to be charged for my guest.
As a Host of a dedicated space, I want tools to help me avoid error.
As a Host, I want to be able to pause the member’s guest hours as they step out of space to lunch.
Design
Implementing Changes Across the Product Line
Solution 1: Changes to the Host App/ Admin
Based on affinity mapping and analysis, we needed to add the ability to pause and unpause the guest times based on feedback from hosts and from analyzing past issues reported to CX. At the moment, they were only able to edit the times after the fact, which required the hosts to have to do math in order to charge the members the right about based on time used.
According to our backend developer, the logic did not exist for a pause and unpause feature, and therefore another solution needed to be found until they were able to dedicate the time for it.
Solution 2: Changes to Kiosk App
One way we decided to alleviate potential overcharging was to have the members have the ability to check themselves out of the space. Until that point, they needed to inform the hosts in the space to check them out.
If the host was busy, they needed to flag them down or wait until they returned to the stand from their other duties to let them know they are leaving the space.
The Kiosk App is connected to the host/ admin app. It is important for keeping the capacity up to date on the website/ Spacious app.
While we were working on the app, there was a decision to update the visual design as well to match the updated brand colors.
old kiosk flow
updated kiosk flow
Outcomes
There were a number of changes that needed to be made in order to alleviate the pain points across multiple apps.
Host App
Membership Dashboard
Kiosk App
This required more resources than available, so prioritizing a workaround to alleviate the pain point as quickly as possible was the option we took. Adding a check-out option allowed the member to remove their name as well as their guest’s name/time if they stepped out to lunch, thus preventing overcharging.