CJM For Co-Working Service | Industrious

When designing this CJM for Sarah Drew, my main goal was to capture the real-world experience of a busy project manager looking for a reliable, flexible co-working space.

Why This Approach?

Sarah isn’t just renting a desk, she’s investing in a space that needs to support her productivity, her team’s collaboration, and her company’s goals. That means the journey isn’t just about signing up and showing up; it’s about the entire experience, from discovery to retention.

💡 Discovery: The first step in her journey is making an informed decision. If a website lacks transparent pricing or detailed amenities, that’s already a red flag.

By improving website clarity and adding AI-based recommendations, the selection process is faster and easier for Sarah.

😍 Onboarding: The sign-up process needs to feel seamless. If Sarah has to struggle through a clunky interface or unclear instructions, that’s unnecessary friction. Simplifying sign-up with Google/LinkedIn login and providing a virtual orientation ensures she feels confident before she even walks through the door.

😤 Daily Use: This is where reality hits. If the Wi-Fi is spotty or meeting rooms are overbooked, her work suffers. Real-time desk availability tracking and better noise management solutions will ensure her daily workflow isn’t disrupted.

😡 Retention & Expansion: After using the space, Sarah should feel valued, not like just another customer. If there’s no loyalty program or engagement after her first month, she might look elsewhere.

A referral system, membership perks, and exclusive networking events can build a sense of community and long-term investment.