Customer Journey Map for a Co-Working Space

In this project, I made a Customer Journey Map (CJM) for a co-working space. The goal of this project is to understand how customers feel and what they need when they use the co-working space. I also want to see the problems they face and how the service can be better.

First, I chose a target user: a freelance worker who needs a quiet place to work. Then, I wrote the steps of their journey, starting from searching for a co-working space until leaving the place. I looked at their actions, feelings, goals, and pain points in every step.

I decided to make this map because it helps the business understand the customer experience more clearly. It shows what customers like and what they do not like. With this information, the co-working space can improve its services, such as making easier booking, giving better Wi-Fi, or creating a more comfortable workspace.

I used simple categories in the CJM: Awareness, Consideration, Booking, Arrival, Working Experience, and Leaving. For each stage, I wrote short and clear points to show the customer’s experience.

This CJM helps the project because it gives a full picture of the customer journey and helps us make better decisions to improve the co-working space.