The member experience is visible in ordinary moments: arriving at the workspace, finding a room, asking a question and getting an issue resolved.

Choose a Journey You Can Observe

Rather than beginning with a broad aim such as “improve service,” select one journey. A first visit is a useful example because it involves pre-arrival information, access, orientation and the first request for help.

Write down the steps from the member’s point of view, then place the team’s tasks alongside them. This creates a simple way to discuss whether the promises and the operating routine match.

Make Handoffs Visible

Consider an issue raised at reception that requires another person to act. Who records the issue? Who owns the next response? How does the member know what will happen? The review should follow the request until it is closed, rather than stopping when it is passed to another team.

Look for unwritten knowledge

A routine may work because an experienced colleague remembers the exception or knows whom to call. Record that knowledge in a usable form before assuming the routine is easy to repeat across shifts or locations.

Use a Small Review Record

  • Member need: What is the person trying to accomplish?
  • Current routine: What actually happens?
  • Friction: Where is the next step unclear or repeated?
  • Proposed change: What will the team do differently?
  • Review: What observation would indicate improvement?

Check the Information Members Receive

Orientation material and on-site guidance should reflect the process the team uses. If the way to request assistance changes, review the relevant messages as part of the same change. Otherwise the workspace can offer two conflicting versions of the routine.

Improve One Routine at a Time

A focused review makes the result easier to understand. Document the change, explain it to the people involved and revisit the journey after it has been used. The aim is a routine that a colleague can follow and a member can understand.

Explore Co-Working Management & Operations for a discussion about a specific member journey or operating process.