Peter - Coworking Space CJM

Nice work Jeffrey!

Your project provides a strong and detailed customer journey map for a co-working space, effectively identifying pain points and opportunities across the user experience.

What's Good

• The map successfully covers the entire customer journey, from Discovery & Research to
• The rows are clearly linked, showing how User Goals lead to Thinking and affect Feeling at each stage establishing a clear basis for the identified pain points.
• The "Opportunities" row offers relevant, practical ideas (e.g., "Simplify sign-up," "Fast check-in") that can be immediately used for product development, confirming the project's utility.
• The persona is well-defined and appropriate for the co-working space context, which anchors the journey in a realistic user profile.

Areas for Improvement:

• The "Feeling" row uses an angry red emoji in the "Wrap-up" stage but lacks specific detail on the cause of the pain. Document the exact pain point: Is it a slow checkout, difficulty reporting a problem, or an inconvenient loyalty program structure? This detail makes the resulting opportunities more targeted.
• The map needs more insight into the online experience during usage. In the "Arrival & Usage" stage, detail the user's interaction with the co-working app on-site. How does the user book resources (e.g., meeting rooms) via the app, and what are the digital friction points in that process? This directly enhances the analysis of the "online experience."
• The analysis lacks a clear connection to the required competitor analysis. Link specific "Opportunities" back to identified competitor weaknesses or market gaps. For instance, stating that "Virtual tours" is an opportunity because "Competitor X does not offer this" increases the insightfulness of the solution.
• The map currently identifies opportunities but lacks a mechanism for measuring their business value. Add a row for Success Metrics. For example, the opportunity "Simplify sign-up" should be tied to a metric like "Increase in sign-up completion rate," demonstrating how the proposed solution will be evaluated.