WeWork Member Experience
Introduction: Driving Experience Enhancements at WeWork
Over a five-month engagement, I collaborated with various WeWork product teams and departments to deliver a range of design solutions. My work spanned from usability and feature improvements to conceptual designs aimed at securing internal stakeholder buy-in.
The core objectives were to create seamless experiences for desktop and mobile web users, integrate recently developed brand guidelines, and provide development-ready designs to WeWork's engineering teams.
Admin Dashboard: Consolidating Member Management
Challenge: WeWork's existing admin experience was highly fragmented and challenging to navigate across multiple platforms. This directly impacted member retention, account upgrades, and overall engagement.
Solution: I designed a conceptual admin dashboard to centralize all essential admin tools onto a single platform. This new dashboard delivers a personalized membership management experience, providing at-a-glance access to key account metrics and statistics, alongside self-service utilities like account upgrades and billing.
Help & Support: Boosting Self-Service and Engagement
Challenge: The WeWork Help Center page suffered from poor engagement, making critical help resources difficult to locate. This led to an influx of support tickets for issues that should have been easily resolved through self-service.
My Approach & Insights: I conducted a thorough evaluation of the existing Help Center landing page, identifying key areas for improvement:
- Search Bar Prominence and Accessibility: The search bar was visually lost within a busy hero image, rendering it nearly impossible for users to notice.
- Support Categories Organization: The existing hierarchy of categories did not align with actual user access patterns, creating navigational friction.
- Prompts and Popular Topics: The page lacked guidance and prompts to help users quickly find what they needed.

Existing Help Center Landing Page

Redesigned Help Center Landing Page

Solution: The redesigned Help Center landing page integrates WeWork's new brand visual language with inviting colors and illustrations. Crucially, it features a more prominent and accessible search area, now incorporating trending and popular topics directly within the search experience to guide users more effectively.
Book on Behalf: Streamlining Group Bookings
Challenge: The existing flow for booking desks on behalf of others or for groups was plagued by unclear UI and confusing behavior.
Solution: My design focused on streamlining the group booking experience by prioritizing clear, human language and a simplified user flow.
Conclusion: Driving Impact Across WeWork Platforms
In addition to the features detailed above, my work at WeWork encompassed a wide array of other initiatives. These included revamping filters and saved reports for admin reporting, optimizing user profiles, enhancing invoice downloads, improving referral flows, and contributing to numerous other features.
I'm proud to share that WeWork has begun rolling out these features across their Member and Workplace experiences, demonstrating the tangible impact of this engagement.