meshwork app redesign 

brief

Meshwork is a platform for coworking and shared workspaces to easily manage and engage their members, as well as extend community beyond physical. My partner Danielle and I were tasked with completing a user journey audit in order to understand why new members were not completing the onboarding process.

my role

I was responsible for research, design and testing. Visual design by Danielle Gardner.

methods

User Interviews, Industry Research, Sketching, Wireframing, A/B Testing, Heuristic Evaluation.

Solution

We redesigned the invite email, shortened the onboarding process and created a dashboard for the landing page.

problem

Users do not currently trust the initial invite email and need a streamlined onboarding process. Once logged in, users need a landing page that motivates them to explore all the features.

 

research

To get started we interviewed Meshwork's customer success manager to learn about current users pain points with the system. Users mentioned that members were having a difficult time onboarding and were anxious for new features such as messaging. We then interviewed current Space Owners to talk about the type of people who worked at their spaces. This allowed us to develop our primary persona.

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personas

It was clear looking at the current design that Meshwork was trying to accommodate every possible user. By identifying their primary user I created a primary persona to base our design decisions. 

 

Invite email

 

The email on the left is the current email sent to new users. When we tested this with potential users many stated they would not click the link because it looked suspicious. 

On the right we used conversational language, provided details about why they should create an account, and used a button with the brands colors to build trust and entice the user to create their account.

 

site navigation

There were 3 forms of navigation - left, top and local on the space page. This confused users and did not motivate them to explore all the features available to them. The left navigation menu takes up a considerable amount of screen space, that could be utilized for tasks important to the user. A/B testing with users validated the preference for a top global navigation, and no left hand or tertiary navigation. We utilized a dashboard for the landing page that encouraged users to engage more in their community. By making all features visible, users no longer have to click individual links to access features.

BEFORE // AFTER

 

booking page

The main action taken by users currently is booking conference rooms. The original design had a large image that took about 2/3 of the screen and the ability to book a room was hardly noticeable. We took out the image so users could see their Upcoming Bookings, Book Now and Previously Booked without having to scroll down. We also decided to show pictures of the room right on the bookings page instead of the original List View. 

BEFORE // AFTER

reflection

For this project I learned the importance of building trust with the user at all points of interaction. Effective tools for accomplishing this include using conversational language, explain where each link and/or button will take the user to and most importantly why they should care.