The Challenge

As a service designer, I was tasked with understanding the users' mental model and providing recommendations to enhance Crewjoy's customer journey, focusing on acquisition, retention, and overall product experience

The Approach

Over a 12-week period, I conducted:

1. In-depth user interviews

2. Business requirements analysis

3. Visioning workshops with the business team

4. Early product impression evaluations

The project aimed to identify potential gaps, opportunities, and limitations for Crewjoy during its early stages

Key Insights

• Crewjoy needed to make its product more user-ready

• Expanding social presence was crucial for increased user engagement

• Faster, smaller failures were preferable to larger ones

• B2B approaches could help stabilize product reach at scale

Solutions

Comprehensive Customer Journey Map
Interviews involved around 10-12 potential end-users, a mix of managers, new and tenured employees, and even neurodivergent individuals working at various firms.

The goal of these interviews was to deconstruct their experience as collaborators in teams and organizations they have worked with. This included aspects like work rhythm, knowing the people, check-ins, struggles, individuality, communication channels, growth and feedback, and overall impressions. It informed Crewjoy’s envisioned path for its users.

Insights Matrix
This is where it all comes down. Finding affinity between the business vision and user insights, a mammoth of a matrix that not only captures all the insights but highlights the correlation with various stages of the journey, and the potential value/impact of each insight. I took it further by brainstorming high and low-effort concepts to address those insights.

Too giant to fit on this page, the matrix helped Crewjoy plan out the next set of features for development and overarching steps for the rest of the quarter.

AI-Powered Communication Preferences
Crewjoy’s product had solutions to help team members of an organization better understand each other’s working style. This concept focuses on 1 of 3 profile highlights "talk with me" that helps users understand a team member's communication preferences, and suggests message starters generated by AI.

Team Analysis Quiz
A simple quiz to help potential customers quickly assess how Crewjoy can empower their organization, while also generating valuable data for Crewjoy and building credibility.

Crewjoy Passport
A portable, shareable version of a user's Crewjoy collaboration profile, allowing full ownership of their data. This is valuable to the users who may be switching jobs or simply quitting the organization.