Comunal Case Study
Comunal’s new booking function  

Designing a flow with flexible booking options within the actual website.
‍
Team: 3 UX Designers.
Role: Visual / UX Designer.
Time: 4 weeks (October 2021).

Directly responsible for:
UX Strategy, UI Design using Marvel and Figma (wireframes and high fidelity mockups), Usability testing with internal users, Design documentation.
Participated in:
UX Research, Benchmarking, Analysis and sensemaking, Co-ideation workshops, Creation of user flows.

The problem

23 million workers switched to remote work in Latin America and the Caribbean due to COVID-19*, directly impacting the assistence to coworking spaces.

This has changed and will keep on changing how we work. Comunal needed to come up with a flexible solution that could adapt to the “new normal”, with a focus in remote workers, digital nomads and freelancers.

*Source: Organización Internacional del Trabajo (OIT)

Comunal Coworking design, implement and administer workspaces that optimize resources for the companies with the goal to create an ecosystem of collaboration within their spaces.

They have 12 branch offices in Perú and 1 branch office in México.

The goal

Design a new service that allows any person that needs a workspace to make an unique reservation in a simple and unattached way (without contracts) using their app.

The solution

Implemented a new flow within the website with functions to search and book workspaces in a fast and flexible way.

‍This solution was evaluated with 4.8 / 5 for Satisfaction, 9.5/10 chances to RAF and 65% Success Rate.

An overview on how it was done...
Double Diamond Methodology
Understand the Problem
Create a Solution
This interaction is better supported in desktop.
What was found...
... about the competition in the Benchmark Analysis
3/8
do not offer flexible plans
4/8
don’t have customized services for clients
5/8
pay special attention to the networking
0/8
have a digital option to book an space
What was discovered...
... in Interviews, Desk Research and Field Research
User’s Pain points
Work in a place with technical interruptions, noise and distractions
Be forced to rent a space and/or sign a contract to have access to a professional workplace.
Not being able to create either professional or personal connections.
User’s Needs
A comfortable, safe and easy access workplace.
A service with clear conditions since the beginning (service, price and sanitary measures).
Book a workplace at any time and from any place.

How might we include in Comunal’s actual system, a section to register, search, consult and book flexible workplace spaces immediately, for clients without a current contract?

The Solution
How are we going to do it?

by implementing a new flow within the website (responsive website)

because in Perú, 88.5%* of the population has access to the internet through their cellphones being Android the OS most used.

Source: INAI

with functions to search and book workspaces in a fast and flexible way

because the principal reasons to book a workspace according to the research is to “solve an emergency”, “book an important but indefinite meeting” or “meetup according to convenience”.

The Foundations
Plan first, act later with Information Architecture

As the solution demanded a flow to be implemented within the actual design, there had to be an analysis of the Information Architecture, creating the Sitemap

This was essential to define where the solution will be implemented and what would be the steps of a regular user. It was captured in the User Flow

Finally with the basis and the structure defined, the sketches were created and disposed in a Wireflow

This interaction is better supported in desktop.
High Fidelity Prototype
Medium Fidelity Prototype
Low Fidelity Prototype
The High Fidelity Prototype was tested with 5 users in a Moderated Remote Usability Test some feedback is listed here:

The Writing to describe the services wasn’t descriptive enough.

They were confused on why the would need an hour for the registration.

The Medium Fidelity Prototype was tested with 5 users in a Moderated Remote Usability Test some feedback is listed here:

They would like to know who is sharing the space with them.
More information is needed on what they are purchasing.

The Low Fidelity Prototype was tested with 4 users in a Moderated Usability Test some feedback is listed here:

The button on the last process of reservation was misleading.

The registration was duplicated.

Some of the elements...
UI Kit

Used the official branding in the UI so it could be aligned. Defined their uses, according to the manual.

Created cards to show the locations, specifing the proximity as it was the main and most important feature asked.

Created cards to show the type of spaces, in which floor it could be found and the capacity (due to COVID).

A close up on the solution...
Some of the basic functions
Options to make a reservation per day or hour.
Selection interaction and if the other user allows it see with whom you share the space, for networking.
Search filters and order ranges depending on what the user needs at the moment.
Outcomes and numbers

General Satisfaction

Task success

Promoter Score (NPS)

4.8/5

65%

9.5/10

*Results based in moderated and not moderated Usability Tests through Maze.
What I learned

Collaboration between departments is essential.  We were lucky enough to have an small workshop with the IT department and it changed a couple of things as we had a different approach to the solution.

Stay focused, stay alert. Even though there might be some difficulties within the process, you are the face of the company while the project last in front of the clients. Be professional always.

Architecture Information is golden. Finally it was given to me the opportunity to work with it and I enjoyed every second of it.

What needs to be done next

Check the UX Writing. There are a couple of terms that are not embraced by the users, such as “Dashboard”, “My problems”, “Bag of hours”, among others.

Give control to the user. Allowing them to share their information in their profile for networking or keep it private.

Thanks for reading!

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