About:
This project focuses on the design of a system for automated night-time access and onboarding of new users at a coworking centre.
The inspiration comes from a simple problem: people without membership can’t use the coworking centre during night hours, whether they need it randomly, in transit, or for urgent work.
Category:
Interaction design
Client:
B Work, Masaryk University
Year:
10/2024 – 01/2025
Location:
Prague, Czech Republic
Design framework:
Design Thinking, Human-Centered Security
Tools:
Teams, Figma, Google Sheets
Research
Define
Ideate
Outcome
The problem:
Coworking centres operate strictly during business hours. Anyone arriving at night, in transit, or with urgent work has no way to register, pay and access the space without staff being present, so the centres lose demand they can’t capture.
Goal:
Design and prototype a self-service kiosk that lets new users register, pay and access a coworking centre 24/7 without staff assistance, increasing usability and revenue.
My role:
UX/UI Designer running the end-to-end design challenge: stakeholder research, surveys and interviews, personas, problem framing, How Might We workshop, low and high-fidelity prototyping, two rounds of moderated testing, heuristic review and handoff.
Methods:
•
Service safari
•
Stakeholder questionnaire
•
Surveys and interviews
•
Empathy map
•
Qualitative personas
•
UX project brief
•
Competitor analysis
•
Problem statement
•
How Might We workshop
•
Affinity mapping and dot voting
•
Storyboarding
•
Low and high-fidelity prototyping
•
Moderated user testing
•
Heuristic review
Discovery
I started in the field, not in slides: as a user, talking to staff and mapping real flows from inside the building.
/01
Service safari
The website offers two registration paths. The sign-up section leads to a broken page with small print about a membership waiting list. The membership path lets you register, but after choosing a plan you only receive the terms by email. Neither addresses the situation.
I mapped both paths screen by screen. To avoid bias, I went to B Work in the later hours to find out why it works this way.
/02
Stakeholder questionnaire
The general manager wasn’t available, so I sent a questionnaire with about ten open questions. The key answer:
“The current website doesn’t work so that you can register and pay straight away, because our coworking centre is overcrowded and we are trying to filter members. We still allow people to register physically.” B Work Management
Registrations happen physically during working hours, for capacity reasons.
Management would welcome any system that registers people outside business hours.
/03
User surveys and interviews
A questionnaire with open and closed questions collected 12 responses about interest in night registration and experience with self check-in. I then asked 6 more members in person. The answers didn’t differ and confirmed the hypotheses.
/04
Empathy map and personas
An empathy map organised the needs, concerns and motivations of people registering outside opening hours. From it I built three qualitative personas rooted in real data.
Define
The findings became a clear brief and a problem statement the team could act on.
/01
UX project brief
Following my interaction design teacher Matěj Kaninský at Masaryk University, I compiled a UX Project Brief covering motivation, business proposition, competition, key results, audience, research, scope, risks, tools and budget.
Vision. Provide coworking centres with 24/7 access and a simple registration and onboarding process.
Value proposition. Automated registration and access: secure, easy and immediate use of coworking spaces without membership.
Success metrics. Registrations and accesses outside opening hours, reuse frequency, accessibility, lower operating costs.
/02
Competitor analysis
None of the large coworking centres in Bali, Australia or the Czech Republic offer immediate registration outside working hours. The exceptions are pre-informed staff, or a hotel in Prague whose reception kiosk issues a card that opens both the room and the coworking space.
/03
Problem statement
“B Work was designed to provide a flexible working environment for its members during normal working hours. I observed that it didn’t allow ad hoc access for new users outside business hours, resulting in lost leads, unused space and limited access for professionals with urgent needs. How could we let the target audience easily register and access the centre outside normal hours, while increasing its usability and revenue?”
Ideate
A How Might We workshop with members, AI-generated ideas, then dot voting and affinity mapping to narrow the field.
/01
How Might We
The online workshop brought together current members, one former member and one person who had never been to B Work Bali. We also experimented with generating ideas using AI.
/02
Affinity mapping and dot voting
We chose the segment closest to the challenge: complete automation of onboarding.
Ideal form of access. A kiosk, placed for example at an airport or in a McDonald’s.
Not just a tablet. A tablet would need a separate payment terminal, which complicates use.
Cash payment. Included in the first design to test whether anyone wants it.
Keys. Rather than printing codes, store the access key as a QR code in the app, generated after payment.
/03
Back to the flow
Simulating the basic use case on the original flow showed the solution could remove up to two redundant flows: check-in, payment and introduction to the space happen at the kiosk, and the app stays the key for the coworking and yoga spaces.
Deliver
Storyboarding, low-fidelity mapping, competitor inspiration and two rounds of testing turned the concept into a tested kiosk experience.
/01
Storyboard and mapping
A storyboard presented the steps from all previous methods, and a low-fidelity model in FigJam defined the number of screens and their dependencies.
/02
Back to the competitors
Fast food kiosks, Jetstar and AirAsia airport kiosks, bank queueing systems and ATMs. Top insights:
Every flow starts with an inviting intro screen, often with brand colour, promotions or service information.
Kiosks combine touch, physical buttons and audio prompts or confirmations.
The process ends with a printed or digital summary of the final data.
/03
First prototype and testing
A Figma prototype with real content, tested with 6 respondents: 10 issues, 1 critical, 7 medium, 2 low. Top findings:
Taxes and the total amount weren’t shown.
The form was too long, with unnecessary questions.
Payment should be online only; cash makes no sense.
The 3D map and staff explanation could be reduced.
The offer should adapt to the time of day.
The closing explanation text didn’t make sense.
/04
Second prototype
After fixing every issue, five respondents tested again on Teams: five issues, one medium and four operational requirements.
SOS contacts or an AI assistant if something goes wrong.
Language options.
A mandatory intro video if there are terms and rules.
A way to cancel the whole process.
Visible steps of the process.
/05
Final prototype and heuristic review
A heuristic analysis based on Nielsen’s principles checked whether research had uncovered every shortcoming. An error state for unfilled fields and system errors was added, and the functionality was documented.
Outcome
Handed off to the coworking centre management with documentation, visual designs and patterns, and data sheets.
/01
Final delivery
I had to move from Bali to Australia, so my membership ended, but I completed the challenge up to the final prototype and documentation and handed it over to the manager of B Work Bali.
/02
What I learned
The process didn’t consider users with special needs, which I see as a personal failure. Asked in person, I could have explored this further.
As a facilitator, I let one participant’s kiosk idea steer the workshop without questioning the investment it requires, or whether a mobile app alone would be more practical.
/03
Next steps
Explore whether a standalone local app could replace the paid key apps, and bring in Crazy 8’s to anchor ideas more consistently next time.
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