Centralizing the Workplace Experience: Empowering Employees to Connect, Thrive, and Boost Productivity.
Intro
Lead UX/UI Designer at CXAI. CXAI is a consulting company that creates digital products for enterprise employees. We partner with over 25+ fortune 500 companies to improve their employee experience.
Role & Responsibilities
My role was to lead all design for CXAI's B2B digital products (App & Kiosk). A one-Stop Shop for Food Ordering, Office Navigation, Space Booking, Company News, Communities, etc.
Selected Work
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Meeting Room Booking
Designing booking experience for enterprise employees.
The Solutions
Add rooms to existing meetings
Get notify to add a meeting room
Book a meeting + a space within 3 clicks
Map with favorite & recent bookings
Quick book with suggested spaces
Project Overiew
ABOUT
One of our clients reported that employees had been room camping and taking calls at their desks over the past 3 months. As a result, the usage of the booking feature has been declining. The goal is to encourage employees to book meeting rooms using our app.
MY ROLE
CLIENT
Lead Product Designer
IMPACT
The simplified booking workflow resolved room camping, reduced QA and engineering effort, and secured over 10 client contract renewals.
The Problems
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Room camping
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Take calls on desks
The Usage
Overall app usage has been declined.
Booking features dropped 30% in the past 3 months.
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Find the Root Cause
Why employees use or don't use the app to book a space?
I interviewed 5 of T. Rowe Price's employees to find out their current behaviours of booking meeting rooms in office.
The findings: 2 types of users
Power user but a room camper
Power users, like managers or directors, have a lot of back-to-back meetings with short gaps. They often book the same room for the whole day but still spend around 3 minutes on the booking process.
Casual users give up booking due to complication
IC users with 1-2 meetings a day find the app too complex and prefer nearby rooms closer to meeting times. If unavailable, they take calls at their desks.
Why employees use or don't use the app to book a space?
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The booking experience is complicated.
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Booking process mirrors the desk booking, with the "All Day" option.
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People like to book and same room or nearby rooms.
How Might We..
Simplify the booking process?
Enable people to book only when they need it?
Encourage people to book using the app?
Constrain
First, we need to solve the map loading issue
One key issue identified during user interviews is the lengthy loading time, which takes up to a minute to complete.
Constrain:
The engineers mentioned that reducing the loading time is challenging because it involves loading the entire building, including all floors, the spaces within each floor, and their availability.
Early explorations
Add a loader
Same wait time
Interact while loading
Map reloads again after applying filters
Competitors
How our competitors solve the problem
Appspace and Roomzila and has their map separated from the search. And this gives us with a solution.
Solutions
#1 Streamline The Booking Workflow
Prioritizing attendees, it helps users quickly find the best date and time based on availability.
#2 Room Tie To a Meeting
To ensure employees can access meeting rooms when needed and prevent room camping, meeting rooms are linked to scheduled meetings.
#3 Favourite Meeting Rooms
Easily locate favorite spaces on the map or in the suggested list, with options for quick booking.
#4 Reminder
Notify users to book meeting rooms for meetings without assigned spaces, and encourage them to utilize the app for space booking.
Impacts/Reflections
The redesigned booking flow has launched in October 2024. It was so excited to hear the new workflow has 20% increased in booking feature and 10% increased in app usage.
It could be better with AI
For employees with frequent meetings, it would be more efficient to assign them the same meeting room whenever possible. The system should intelligently identify suitable options by considering the employee’s availability, room availability, and proximity to their desk.
