Service Design to bring an early-stage industry together

This project, undertaken in collaboration with Co-Liv, a leading non-profit association of coliving professionals, focused on developing a comprehensive onboarding program. Co-Liv, which has been operational since 2016, recently experienced significant growth, prompting the need to streamline and integrate its various activities and resources effectively. The aim was to create a more cohesive experience for coliving professionals, offering them a platform for connection, growth, and learning within the coliving ecosystem.

The primary challenge was the lack of a unified structure to effectively harness Co-Liv's rapidly expanding range of activities and initiatives. Despite the association's growth in global representation, newsletter subscriptions, partnerships, and the launch of free services, most coliving professionals remained unaware of the full breadth of Co-Liv's offerings. The task was to design a service that would not only make these resources more accessible but also resonate with the needs and aspirations of coliving professionals.

As the Head of User Experience at Co-Liv, I spearheaded a service design process tailored to meet the specific needs of the coliving community. The approach was a four-step model adapted from design thinking, focusing on empathizing with stakeholders, gaining clarity on problem statements, shaping the service solution, and launching with continuous iterations based on feedback. This involved extensive research, including quantitative surveys and qualitative interviews with various coliving professionals, leading to the development of detailed user personas and a value proposition canvas that guided the service blueprint.

The Co-Liv Onboarding Program was the culmination of this effort, a new membership service aimed at empowering coliving professionals. Launched four weeks ago, it has already significantly increased yearly member revenues and accelerated membership growth. The service offers numerous benefits, such as networking opportunities, educational resources, and promotional channels, all tailored to the specific needs of the coliving community. This project highlights the impact of a user-centered design approach in developing services that resonate deeply with the target audience and drive organizational growth.