A premium managed co-working space
- Sector
- Co-working and community spaces
- Methods
- Customer complaint analysis, working sessions with owners and operational leads, roadmap planning, production-ready design
The question
The business was scaling from two locations to five. Growth brought operational complexity that made current ways of working untenable. Where should a growing business focus first?
What we did
We started with the complaint data and other evidence the business already had. Working through it with the owners and operational leads showed what wasn’t working and helped us focus on the right questions. The work was then organised into three streams covering operations, change and product.
What we found
Many of the problems customers raised could be addressed through the native app. The biggest opportunity was letting members self-serve meeting room bookings and buy credits directly in the app.
What changed
The team received a full product development backlog and an updated operational framework. Six native app features that directly addressed scaling challenges were designed and built as a result of our work.
The biggest opportunity was letting members serve themselves, starting with room bookings and credits.