CJM For Co-Working Service | Industrious

Hey ipek,

I had the pleasure of reviewing your submission and I’d love to share some feedback:

Your Customer Journey Map (CJM) is well-structured, effectively highlighting user emotions while covering all the essential touchpoints. I also appreciate the SWOT analysis of major coworking spaces—it’s insightful and well-presented.

Overall, I truly enjoyed reviewing your project and admire the thoughtfulness in your approach. I look forward to seeing more of your work in the future. Keep up the great work, and continue bringing your passion to your designs!

Your CJM is well-structured, insightful, and effectively maps out Sarah Drew’s journey. You have done an excellent job capturing her experience, identifying key pain points, and suggesting thoughtful improvements. Below is a detailed evaluation based on the design brief criteria, along with some suggestions for refinement.

Suggestions for Enhancement

1. Deepen Emotional Insights in User Experience

• While you’ve identified emotions (Neutral, Love It, Frustrated, Annoyed), elaborating on why Sarah feels this way would add more depth.
• Example: Instead of just “Frustrated,” consider adding details like:
• “Sarah feels frustrated when the Wi-Fi drops during an important call, making her question if this space is reliable for her team.”
• This would make the problem-solution connection stronger and show how each issue directly impacts the user.

2. Strengthen Digital Experience Enhancements

• Since the brief emphasizes improving the online experience, consider refining digital touchpoints in more detail.
• A few ways to enhance this:
• Expand on how an AI-based recommendation system would work in real-time.
• Consider a live chat support system to address onboarding or workspace issues instantly.
• Provide a progress tracker for new members so they can seamlessly transition from onboarding to daily use.

3. Prioritize & Differentiate Solutions

• The opportunities you listed are excellent, but prioritizing them based on impact would help.
• What makes Industrious unique compared to WeWork or CO+HOOTS? A final summary highlighting its main competitive advantage would be beneficial.
• Example: “Unlike WeWork’s premium-only model or CO+HOOTS’ community-driven approach, Industrious offers a balanced workspace with smart digital features and seamless flexibility.”

4. Improve Loyalty & Retention Strategy

• You rightly identified the lack of loyalty perks as a challenge, and your proposed discounts and referral programs are great.
• Consider adding:
• A personalized renewal system (e.g., rewards based on usage frequency).
• Gamification elements (e.g., milestone badges for long-term users).

You have crafted a well-thought-out journey map that captures the user’s experience effectively. The structure is clear, the insights are meaningful, and the solutions you propose are strong.