WeWork Member & Admin Web Experiences
My Role: Senior Product Designer
Duration: 5 months (staff augmentation)
I collaborated with WeWork Product Managers and engineers on myriad design projects ranging from core usability and feature improvements to proof-of-concept prototypes aimed at securing internal stakeholder buy-in.
My core areas of focus included creating seamless experiences for desktop and mobile web users, integrating recently developed brand guidelines, and providing development-ready designs to WeWork's engineering teams.
Admin Dashboard
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 Center
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.
Existing Help Center Landing Page
My Approach & Insights: I conducted a thorough evaluation of the existing Help Center landing page, identifying key areas for improvement:
1. Search Bar Prominence and Accessibility: The search bar was visually lost within a busy hero image, rendering it nearly impossible for users to notice.
2. Support Categories Organization: The existing hierarchy of categories did not align with actual user access patterns, creating navigational friction.
3. Prompts and Popular Topics: The page lacked guidance and prompts to help users quickly find what they needed.
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 feature on desktop and mobile web.
Book on Behalf / 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.
My other work included the new Saved Reports feature, revamped filters, and improved referrals messaging.
Other Work
In addition to the features detailed above, I worked on revamping filters and saved reports within the admin experience, optimizing user profiles, enhancing invoice downloads, improving referral flows, and supported my Heady teammates with mobile app design work.
WeWork has begun rolling out these features across their Member and Workplace experiences, demonstrating the tangible impact of this engagement.