UX, UI
Spacious Technologies
Creating a Teams Feature, Dashboard
About
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 research, UX/UI
UX research, Persona Building, Analysis of pain points from new policy and service changes, Design for multiple products across the spacious brand,
001
Discovery
Validating Need
Feedback from Customer Experience (CX) determined a need for a Teams Feature
The introduction of a teams feature would have affected multiple apps and stakeholders at once. A meeting with the stakeholders concluded the following:
This feature would have to be pushed out in iterative versions.
The two main users affected be Team Owner and Team Member.
After 5 rounds of qualitative interviews with team owners who were also members or potential members of Spacious and analysis of all correspondence between members and CX flagged as teams feature, I began crafting Personas to help me understand what would be needed in the first version of the updates.
Mapping Results
Q’s I wanted to answer with this map:
What kind of requests are being made to CX?
Group rates, Bulk rates, Shared Memberships across the team, shared spaces to work (tables and rooms). Easier way for their team to access the bulk day passes (workaround with promocode)
Who is asking/ Who is asking the most?
Team owners with a set team, Team owners with a shared team, and then Teams with distributed day passes. Enterprises have only reached out once.
Biggest painpoint?
Operations Issues (wifi, space, consistency), The inability to distribute multiple day passes (would be solved with teams), and inability of CX to provide profiles for teams purchased on one card.
Takeaways
Design for Set teams first
Operation issues would need to be resolved in order to appeal to enterprise teams
With the current set-up, team owners writing in to CX expect them to be able to finish profiles/set them up before their arrival. They often present CX with a list of the users coming in to the space after a series of interactions in which they ask basic information about our team policy.
Changes will be need to be made eventually in our Operations in order to fulfill the needs of a team.
002
Discovery
User Interviews And Persona Building
Personas from User Interviews/ Analysis of CX Communications
Team Owners were our primary user for this feature. I created two personas based on current Spacious members that were founders looking for a team space solution for their companies.
Stakeholders wanted to focus on Team Owners who were also members of our service first as well as Team Owners who would have an active status with Spacious.
It was evident that pursuing a system to support enterprise team owners would need to be deferred, until operations and tech could set up the foundations for scalable growth. Stakeholders ruled out shared teams, and remote team owners were rare, so designing for a Team Owner who has an active membership was where we could create effective value for our real users.
003
Define
Assessing Next Steps across Product Line
ADMINISTRATION APP
The Admin app used internally by CX and OPs would need to be updated before the Spacious app.This allowed for the teams feature to be pushed faster, as CX could manually set the teams up.
Use Cases for Admin App
CX TEAM
As an Admin, I need to be able to create a profile for a remote team owners.
As an Admin, I need to be able to search for members of a team.
As an Admin, I need to see who is the team owner.
As an Admin, I need to be able to see who is a team member.
As an Admin, I want to be able to turn on/ off team functionalities for a member.
As an Admin, I want to be able to add members to a team.
As an Admin, I want to be able to remove members from a team.
HOST APP
The Host app used internally by Hosts who run the spaces would need to be updated after the Spacious app. The Host app directly affects the service that Spacious provides.
Use Cases for Host App
Hosts on ops TEAM
As a Host, I want to see if someone is on a team monthly membership.
As a Host, I want to be able to search for people on a specific team.
As a Host, I want to be able to message members of a specific team.
As a Host, I want to be able to filter the members in the space on teams.
SPACIOUS.COM
The Spacious site needed a number of changes to let Team Owners access and control their team memberships.
Use Cases for Spacious App
As a Team Owner, I want to be able to invite a member to my team by email address.
As a Team Owner, I want to remove a member from my team.
As a Team Owner, I want to know how many active subscriptions my team has available to use.
As a Team Owner, I want my team member’s plan to start upon check-in.
As a Team Owner, I want to change the membership term for my team (monthly, quarterly, annual).
As a Team Owner, I want to know how many active subscriptions my team has available to use.
As a Team Owner, I want to change the membership term for my team (monthly, quarterly, annual).
As a Team Owner, I want to receive a discount for any team members I add over 3 members.
As a Team Owner, I want to see who is currently on my team (who I am currently paying for).
As a Team Member, I want to be able to accept an invite from a team owner.
As a Team Member, I want to be able to leave a team.
As an existing Spacious Member joining a team, I want my current membership to cancel and be replaced by my team membership once I’ve accepted an invitation to join a team.
004
Design
Designing the Right Thing
Conducting Card Sorts for New Dashboard Designs
With the addition of the Team’s Feature, there needed to be an overhaul to site as members signed in. As members signed in they had access to all the features of a dashboard, but they were hidden within the site navigation. A solution to this was to create a dashboard that worked more like a dashboard once signed in.
In order to make sure the IA was effective, I held a series of open and closed card sorts with a sampling of 20 people to help assess what members would expect in each section of the new dashboard navigation.
Redesigned Signed-in View Dashboard
Major changes include:
Exposing the top navigation
Changes to the IA of the navigation
Changes to the language of the Billing Page based on insights from the cardsort
The major change of creating the top navigation meant users could toggle between a Dashboard, Profile, Membership, and Billing. These wireframes are a direct result of the card sort results and affinity map of communication
All information pertinent to membership available to members when signed-in was only accessible through the profile photo in the top right corner of the Nav.
It wasn’t clear once you were signed-in, that you had access to information of importance, such as your billing information, membership status, and guest hours available, especially if you did not have a profile photo.
Exposing the dashboard navigation allowed for users to access the information they needed in a more accessible manner and allowed for team owners to easily access their team’s account information.
