Customer Journey Map Design for FreelanceHub – Enhancing the Co-Working Experience

Objective:

To identify key pain points and opportunities for improvement in the customer experience of FreelanceHub, a fictional co-working space, by developing a comprehensive Customer Journey Map (CJM). The goal is to enhance both the physical and online experiences for users, ensuring a seamless, engaging, and productive environment.

Scope of Work:

Competitor Analysis:

• Analyzed key competitors: WeWork, Workbar, and CO+HOOTS to identify strengths, weaknesses, and potential differentiators for FreelanceHub.

User Persona Development:

• Created a detailed persona representing a typical user (Adaobi Johnson, Freelance UX Designer) to better understand user needs, goals, and challenges.

Customer Journey Map:

• Mapped the end-to-end customer experience across six key stages:
• Awareness
• Consideration
• Booking
• First Visit
• Workspace Use
• Follow-Up
• Highlighted touchpoints, pain points, and emotional states at each stage.

Areas for Improvement:

• Identified critical areas for enhancement, including website design, booking experience, onboarding process, workspace amenities, and community engagement.

Next Steps:

• Proposed actionable recommendations to improve the overall customer experience and foster long-term loyalty.

Deliverables:

• Competitor Analysis Summary
• User Persona Profile
• Customer Journey Map (CJM)
• Recommendations for Improvement

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