Take a sneak peek at the solution? Scroll to the end of post to view a video prototype walkthrough of the solution. For confidentiality reasons, we have replaced the product name of the mobile app to "Co-working Space".
Background & the Brief:
The client - Ascendas-Singbridge, is Asia’s leading sustainable urban and business space solutions provider. In late 2017, Ascendas launched its flagship co-working space platform in Singapore, which endeavours to bring together an inspiring workplace community through the intermingling of knowledge workers across Asia.
As part of the launch, a mobile application was developed to allow tenants to use the facilities within the co-working space. The brief calls for an evaluation of the existing mobile application, identify problems and opportunities to improve the user experience of the app.
Overview & our approach:
This documentation is the result of a 15-day sprint done by a team of three UX designers. The roles I took on in this project is: Project Manager, User Researcher, Interaction and Visual Designer, Prototyper & Usability Expert. The below table outlines the processes and methodologies used:
Stakeholders Interview
To gain in-depth understanding of the problem, we started speaking to the stakeholders. Stakeholders will have most of the information you need about the users, technology and constraints and business objectives.
The table below summarises our findings from the various stakeholders:
User Interviews (Tenants)
One of the largest challenge we faced was scheduling interviews with the existing tenants. As the space is newly opened, there is only 15 existing tenants using the space. These tenants don’t have regular working hours and have many schedule trips.
So we devised 2 research methods to engage with the tenants:
1. Utilising Diary Studies for long term understanding of overall behaviours, needs and motivations of tenant.
We designed a diary study booklet with a longer research objective in mind. We wanted to continuously track how users are interacting it space, their needs and motivation. Every new tenants is given a two-day diary to complete. From the hourly login requested in the diary, we are able to know any functional faults of the space, as well as, soft emotional needs of the users.​​​​​​​
Diary Studies for Coworking Space
2. User Interviews & usability testing of the current app with 8 tenants in the co-working space
Our findings from research:
Hearing from both the stakeholders and users, we came up with a list of features which we can look into to improve or implement. After discussion with the product manager, we decided to focus on what is the most commonly used functions on the app: unlocking doors, as well as, booking a meeting room
Through our user interviews and usability testing, we also uncovered the existing pain-points while using these two functions.
Usability Testing & SEQ Scores
We got 5 users to go through 3 task, here are the results:
SEQ results of tasks. (1 being very difficult, 7 being very easy)
The failures of unlocking doors came from:
1. With 20 entrances in the facility and no proper signages, users cannot identify the correct door to unlock. 
2. Users also fail the task because the doors have very similar names (e.g. The Six Seconds, The Six Seconds Main).
The failures of booking a meeting room came from:
1. Unclear category naming conventions of meeting room names.
2. Unclear usage of facilities icons used during the booking process.
User frustrations while performing these two tasks:
Design Studio with developers & stakeholders

For Design Studio, we invited the app developers, stakeholders of the project to join in. The objective was to understand first hand from the developers some constraint when developing for the app and from stakeholders some of their concerns and pain points.
Splitting the group up into two teams, they were tasked to come up with solutions based on the two tasks: unlocking a door and booking for a meeting room.
Design Studio Process & Takeouts:
• Individuals start thinking about the problem and sketching their solutions.
• Each sketch was discussed and a second round of sketching continues. This time incorporating some ideas from other sketches they have seen.
• These sketches were then presented, discussed and voted.
• Each team discussed and consolidated their designs, presenting a final wireframe.
• Everyone discussed how these two designs can converge into a final wireframe ready for prototyping.
Usability testing on 1st set of Low-fidelity wireframes (5 users)
User feedback while using the app to open doors:
• Users felt that the proposed solution was much easier to use.
• Users felt that the 2 buttons (unlocking doors & book a meeting room) were hard to reach, especially when they are operating the mobile with just one hand.
User feedback for booking a meeting room:
• Users could follow the flow easier but felt that the process of selection can be faster.
• Users requested to see more views of the meeting rooms in order to differentiate one from another.
• Users requested help for additional video conferencing equipment setup.
We took these feedback into consideration and re-iterated the wireframes.
Due to the time constrain, we moved to creating an interactive high-fidelity prototype, ready to do our final testing.
Usability testing SEQ results on 2nd hi-fidelity prototype (5 users)
We got another 5 users to go through same 3 tasks, here are the results comparison from the current app vs our new proposed app:
Drastic improvement in SEQ scores
All the users manage to complete all the tasks given and gave an average SEQ ratings of 6.
How did the user flow change?
Here's a video walk-through of the final prototype. Enjoy!

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