Helping sales teams manage their prospects

The Ask

WeWork struggled to fill up their buildings before the opening date. Because the spaces are not completed yet, it’s hard for medium to large businesses to be confident that they’re getting the perfect space for their company.

The Solution

A virtual tour experience that enabled WeWork’s prospective new members to imagine what it would be like to work there. They can take a virtual 3-D tour, see photos, and understand WeWork’s benefits and amenities.

My Role

During 1 year, I teamed up remotely with a team of 1 product manager, 1 brand manager, 1 growth strategist, 2 engineers, and 1 user researcher. I was able to uncover insights and translate concepts into features that address user needs. By working in the long run with new upcoming features from a thematic roadmap. I was able to switch between visual design creation and front-end implementation.

Here are some of the big tasks I completed:

• Information Architecture
• Interaction Design
• Rapid Prototyping
• Usability testing
• Front-End Mobile, Tablet and Desktop

Execution

Jumping in a few weeks after the project started, my first goal was to take over the existing prototype and rethink the experience. After identifying usability issues based on salespeople’s feedback. I stepped out and started to draft a sitemap to have a higher level of the user flow. Here is the final version :

Staying on-brand

One important goal was to create a user interface, which feels familiar to WeWork Sales Team and is consistent with the WeWork Design System. So users can instantly use this Spaceport App without a steep learning curve. The mindset was to keep it minimal with delightful interactions.

Continuously iterating

The team created a diary study to examine how internal users’ experiences evolved over time (interviewing ~5 salespeople per week). We identified and prioritized over 100 new opportunities to improve the experience, and implemented them as we went.

From Prototype to Pilot

After 3 months, Spaceport became a formal pilot. WeWork Salespeople loved the tool, and many of them used it on most of their tours. $11M was earned on deals involving Spaceport, as prospective new members could visualize what they were buying, and communicate it to stakeholders not present during the original tour. Later in the project, salespeople were also able to use the tool to generate proposals faster, saving time that used to close more deals.

Takeaways

Working with an established brand and being able to bring a new product to the table was very rewarding. Hearing salespeople’s newfound confidence and that they’d be disappointed if they could no longer use the app was the cherry on top.