A problem
Our members needed keyless entry, notifications, and easier booking, but our digital experience was tied to the browser.
The ask
Business needed a native mobile app experience.
Additional challenge
A pandemic broke out.
Contextual Research
To observe a day in the life of a member, I worked undercover at our Washington D.C. location for a day—unknowingly a week before the lockdown.
4 in 5 workers said they don't want to go back to the office full-time.
Insights and Opportunities
Booking Experience
Storyboard
To help my team visualize the customer experience, I drew concept storyboards. This helped us prototype and discuss the experience before jumping into wireframes.
Booking Experience
Sketches
To quickly investigate potential screens in the booking experience, I made a few screen sketches.
Booking Experience
Process
After compiling feedback from sketches and storyboards, I created wireframes for our key app experience: booking a desk.
Safety and Flexibility
The reservation screen featured a module that evolved to include more information about safety measures and flexible booking.
Before
After
Surprise and Delight
One of the loudest and most recurring reasons that Industrious members kept coming back was hospitality. I worked to incorporate some of those attributes into the confirmation loading experience.
Impact
When the pandemic hit, we had to make strategic decisions to adapt our product. Not only were we able to ship the experience our business needed, we were able to create a robust product ecosystem tailored for our customers.