Customer service facilitation through virtual automation
UX and Design Lead
Workspace Group are the largest provider of commercial property across London. They also support hundreds of start-up's through Club Workspace, the fast-growing network of business clubs, which is quickly becoming the largest network of co-working space in the UK.
Workspace had the idea of replacing their human receptionist with a touch screen virtual interface, in the form of a piece of hardware called Vgreet. This large phone-like device situated at the building entrance would improve efficiency of the centre and relieve the receptionist of day-to-day operations such as directing visitors to meeting rooms or helping postal services deliver a package. Vgreet would also become the main point of contact for all visitors to the centre navigating their way to the local tube station or café.
As Lead Product designer I was first tasked with understanding the breadth of jobs the system was required to help facilitate; this was achieved by working with centre managers, marketing directors and various members of staff including receptionists, to better understand the business pains, and from there, how we could start to design the product.
Regular meetings and research gave us a better understanding of the product's core purpose as well as who we were primarily designing for. This allowed us to create flows for the various user types; a delivery person, a centre manager and visitors to the centre. These three main use cases helped shape the design and functionality of the product.
After 2 rounds of user testing our first release took the form of a directory system that made it simple to contact and communicate with any business in the Pillbox building, something that was not possible previously. The navigation positioned at the bottom of the screen makes it easy for users to find what they need; be it a coffee for visitors or for centre managers to use as they gave tours of the building. As a result, receptionists were given generous amounts of their time back, as facilitation across the offices and business were to some degree automated. Iterations are ongoing.