Designing A Better Co-Working Experience Through CJM

Project Context

This project focuses on improving the experience of individuals using co-working spaces. The objective is to identify key pain points across both digital and physical touchpoints and uncover opportunities to enhance productivity, clarity, and overall user satisfaction.

User Persona

The selected persona represents a freelance professional who uses co-working spaces occasionally to improve focus and maintain a work routine.

This group values flexibility, productivity, and clarity, but often faces uncertainty and inconsistent experiences across platforms.

Journey Scope & Rationale

The journey maps the end-to-end experience from recognizing the need for a workspace to post-visit reflection.

It includes both digital (search, booking) and physical (arrival, workspace usage) touchpoints to capture the complete service experience.

Customer Journey Map

The journey map visualizes the user's actions, thoughts, emotions, and touchpoints across each stage. It highlights key friction points and identifies where the experience breaks or creates uncertainty.

Insights & Solutions

The journey mapping process revealed key friction points across the user experience, particularly around uncertainty, onboarding, and consistency.

Each insight has been directly translated into a corresponding solution, ensuring that the proposed improvements address the root cause of the problem rather than just the symptoms.

Final Outcome / Next Steps

These solutions aim to reduce uncertainty, improve onboarding, and create a more consistent and engaging workspace experience for freelancers.

Further validation through user testing and feedback can help refine and prioritize these improvements.