Grant: WeWork’s CRM
What we did:
Grant is a proprietary CRM software for WeWork community managers to manage people and businesses that use a specific WeWork space
Problem:
WeWork community managers need a way to easily manage people, room bookings, and guests in WeWork spaces.
Solution
This solution allowed Community managers to set up profiles, bulk upload members from CSV files, and managed the spaces they used.
Design process
Interview Community managers
Wireframe
Design
Design review
Review with community managers
Finishing touches
Interview Community managers
The PM and I went to 4 physical WeWork locations in San Francisco to interview community managers to understand their pain points. Community managers were constantly moving through a building so they needed to add users efficiently and managed teams in a space in an organized way.
After understanding these needs, we then designed a system. After an initial design and design review we met with community managers again to see if the solution would work for them. We followed up a few months later to make sure they were happy with how the product was working and see if any iterations were needed.
Conversations with community managers revealed the need for bulk uploading user profiles
We designed for iPad and Desktop web since these were the devices most used by community managers
User profiles needed the flexibility to be modified in the future
People needed to be organized by company and role to understand how they would fit in a space.
Design
We kept the UI simple and easy to read even from a distance. The UX flow made it easy to skip steps and return to them later, while also pointing out duplicate accounts via email (a common error).
Followed WeWork's design system Ray
Large margins and spacing made it easy for community managers to use while running around a WeWork space.
Specifically designed for iPad and desktop
Paid special attention to organizational hierarchy
Next steps - iterations
This software benefits largely from feedback from community managers. As spaces change from the type of people using a space (individuals vs start-ups vs large companies) or more WeWorks open internationally the needs of community managers will change and the software needs to reflect that.
Learnings
This project allowed us to be very close to the user we designed for. We were able to know them on a first-name basis and live a day in their life to really understand their pain points. This developed a deep sense of empathy in the design process.