USER EXPERIENCE
WEWORK OFFICE INSPECTION APP
Company:
Wework
Product:
Office Inspection Mobile App
Year:
2019 - 2020
My Roles:
End-to-end design (research, concepts to final designs)
3 Main Screens from the Office Inspection App
The Challenge:
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Another aspect of supporting the Move In / Move Out process at Wework was around Office Inspections. Community teams have to perform multiple walkthroughs in the building, to check the current status of offices that have an upcoming move.
Did the previous tenants leave already? Is there any damage? Is furniture missing? Is everything clean?
Community teams had to do this check several times per office, sometimes several times a day with documentation done by pen and paper or simple note-taking apps on their phones. Communication with relevant teams such as cleaning or maintenance was done via messaging or phone calls.
Even the simple list of offices to inspect had to be printed out or written down. A large amount of time and effort was spent on this process each month.
Research:
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Every so often we would go and observe the MIMO process in different buildings. We would shadow the community teams, talk to the facilities teams, and see how the process works, and where it fails or requires improvement. Pain points were identified:
Community Teams
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Lots of manual work: walking through the building several times, taking notes using paper and pen
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No status updates or overview of the progress
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Broken communications
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Time wasted hurts availability to members
Facilities/Cleaning Teams
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To-do list communicated late, not always clearly, more pressure and stress
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Difficult to plan work not knowing what needs to be done on time
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Lack of standard in what needs to be fixed/cleaned
Member Companies
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Experience of arriving to wework could be damages by office which isn't ready or up to standard
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Existing members get worse service during MIMO days
Logging, tracking and communicating issues was a painstaking, manual process, including handwritten notes, preparing lists or marking floorplans, and operational teams making notes to remember what needs to be done
Solution:
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The concept was to create a mobile app that can inform the teams on the go, giving them a clear picture of office readiness, what they need to check, and what work has been done.
Primary use cases that were identified in research and planned:
1) Accessing up-to-date moves information at any time on the go.
2) Reporting facilities issues
3) Capturing all furniture gaps
4) Capturing all cleaning issues
5) Tracking door logo replacement
6) Getting notified with any change or update made to the office.
7) Tracking keys and keycards
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First release included Facilities issues only, and was rolled out as a pilot to approximately 60 buildings across the world. Second major release included the Furniture workflow, that enabled tracking furniture status in offices, and reporting mis-matches or gaps, and sharing them instantaneously via messaging apps.
The Office Inspection App