The Problem Space

Your HQ may be 55% occupied.
Your cost structure still thinks it's full.

The office feels alive on Tuesday. Respectable on Wednesday. Close to normal when leadership is in town. Then Friday arrives, and the building tells the truth.

The rent is still there — and so are the taxes, utilities, cleaning, security, maintenance, AV support, and furniture depreciation. The workplace is used in waves, yet the cost base still reflects an office built for a different rhythm. The most expensive space in corporate real estate may not be empty space. It may be the space everyone keeps paying for because no one wants to question past decisions.

🏚
The Problem
Inefficient Use of Office Space
Companies are paying full cost for space that sits half-empty. Lease, utilities, staffing, and depreciation don't pause because your workforce went hybrid. The average office runs at 55% occupancy — but the cost structure still reflects 100%.
📉
The Root Cause
Space That Isn't Used Efficiently
Underutilization isn't just about empty desks. It's the absence of tools to understand how space is actually being used, communicate availability, and act on that data. Without visibility, the default is to keep everything — just in case.
🚀
The Opportunity
Set Up for Enterprise Success
The companies winning on workplace strategy aren't cutting space — they're right-sizing it. For hosts, a 1.2x oversell multiplier turns idle sq ft into 20% incremental margin above base lease cost. The path is sequential: first a tool for sophisticated hosts who bring their own tenants, then realtor partnerships, then a full two-sided marketplace.
THE COST OF
"55% OCCUPANCY"
ItemPrice
Unused Workstations
Desks, chairs, monitors, and space sitting empty most days.
$1,850,000
Half-Empty Meeting Rooms
Conference space maintained for calendars that never fill.
$740,000
Wasted Real Estate Expense
Rent, taxes, and debt service on underused square footage.
$4,600,000
Utilities for Empty Space
Heating, cooling, lighting, and cleaning floors no one uses.
$920,000
Underused Amenities
Cafeterias, lounges, fitness rooms built for a fuller office.
$680,000
Security + Facility Staffing
People, systems, and services sized for yesterday's occupancy.
$1,250,000
Technology Overbuild
Networks, AV, access systems supporting empty capacity.
$540,000
Furniture Depreciation
Assets aging faster than they are being used.
$1,100,000
Lost Collaboration Value
The office is funded for connection, but people aren't consistently there.
$2,300,000
Leadership Visibility Gap
Executives see the lease cost. They miss the utilization problem.
$875,000
Subtotal$14,855,000
Tax: Assumption-Based Workplace Planning$2,145,000
TOTAL$17,000,000
YOUR HQ STRATEGY: OVERBUILT
"Still planning for the office you used to have?"
Occupancy Reality
55%
Average hybrid office utilization on peak days. Off-peak days often fall below 30%.
Hidden Cost Drag
$17M
Annual cost of maintaining a full-capacity HQ for a hybrid workforce — per this model.
Biggest Line Item
27%
Wasted real estate expense ($4.6M) represents over a quarter of the total hidden cost.
Soft Cost Ignored
$2.3M
Lost collaboration value — the hardest to measure, and the most expensive to dismiss.
The uncomfortable math: The office isn't dead — it's overbuilt. Companies aren't paying for empty space. They're paying for the assumption that space will be full. The trigger for change isn't a vacancy crisis. It's the moment a finance or facilities leader finally puts a number on the gap between what they're paying for and what they're actually using.
Where the Journey Below Begins
FOR MEMBERS
A team manager realizes they're paying for empty desks their hybrid team never uses — and starts looking for a smarter alternative.
FOR HOSTS
A corporate facilities lead at a multinational gets asked by Finance to justify the lease on offices running at 40–60% capacity — and starts looking for a way to turn idle space into measurable ROI.
Use the navigation above to explore the full picture — who the users are and how they relate, then follow each persona's experience from first awareness through to habitual use.
02 User Ecosystem → 03 Journey Maps →
User Ecosystem
How the roles relate
HQ Lite sits between two sides of the market. Every persona has a distinct relationship to the platform — and to each other.
Platform Maker
HQ Lite
Owns the marketplace. Onboards hosts and members, sets platform rules, manages SUPER_ADMIN access.
Host Side — Space Providers
HOST · Primary
🏙️ Portfolio Manager
Manages multiple properties across a city. Optimizes flex revenue across the portfolio.
HOST · Primary
🌐 Corporate Host
Global facilities lead at a multinational. Monetizes idle space across a corporate real estate portfolio.
↓
HOST · Supporting
🏗 Local Site Manager
Delegated by the Corporate Host to manage a specific building day-to-day. Same HOST role in the system.
HQ Lite — V1: Host-Directed
Member Side — Space Consumers
MEMBER_ADMIN · Primary
⚙️ Account Admin
Owns the company account. Manages team invites, credit budgets, and workspace spend reporting.
↓
MEMBER_ADMIN · Primary
👤 Team Lead
Books spaces for the team. Finds listings, makes reservations, and coordinates logistics for in-person days.
↓
MEMBER_GUEST · Supporting
🧑‍💼 Team Member
Invited employee. Claims seats, manages own bookings. No admin controls.
MEMBER_GUEST · Supporting
🪪 Guest Visitor
External contractor or client. One-off access. No ongoing account relationship.
Primary persona — full journey map
Supporting persona — abbreviated journey
Marketplace connection (Host ↔ Member)
HQ Lite — Journey Maps
How each persona experiences the problem and product end-to-end
Members
Hosts
👤
Team Lead Marco
Team Lead / Manager
Marco runs a marketing team of 8. They work remotely most of the time but need professional workspace for client meetings, sprint weeks, and focused collaboration days. He doesn't manage the company account — that's Alex's job — but he's the one who decides when the team needs a space, finds it, books it, and coordinates the logistics.
Expectations
Space that feels professional enough to bring clients to
Quick booking without needing to involve IT or finance
Easy to share access and logistics with the team
Reliable availability with no surprise costs on the day
↑ Before HQ Lite HQ Lite enters the picture at Phase 3 In-product ↓
Phase 1
Trigger
"We need a real workspace solution"
Phase 2
Search
"What are the options out there?"
Phase 3
Evaluate
"Is HQ Lite right for my team?"
Phase 4
Coordinate
"Getting the team organized for the visit"
Phase 5
Book
"Making the first reservation"
Phase 6
Experience
"Using the space with the team"
Phase 7
Expand
"Growing usage across the team"
Actions
Team hits capacity in current setup
Awkward client meeting in a café
Calculates wasted time + poor impressions
Actions
Googles "flexible office space"
Browses WeWork, Regus, Spaces
Asks LinkedIn network for recommendations
Actions
Finds HQ Lite, browses listings
Checks listing detail, floor plan, amenities
Tries to verify quality of specific spaces
Actions
Forwards booking confirmation to the team
Shares address, parking, and access info manually
Answers questions about Wi-Fi, amenities, what to bring
Actions
Filters listings by location + date
Selects units, submits booking
Looks for cost summary and cancellation terms
Actions
Team visits the space
Uses amenities for client meeting
References booking detail for host contact
Actions
Books the same or similar space for the next sprint
Starts recommending specific spaces to other team leads
Explores whether to set up recurring bookings
Touchpoints
💬 Team chat 📄 Lease 📧 Client email
Touchpoints
🔍 Google 🌐 Competitors 💼 LinkedIn 👥 Network
Touchpoints
🖥 Browse page 📋 Listing detail 🗺 Floor plan
Touchpoints
💬 Slack / Teams 📧 Forwarded email 👥 Team
Touchpoints
🔍 Browse 📋 Listing ✅ Confirmation
Touchpoints
🏢 Physical space 📱 Booking detail 🤝 Host contact
Touchpoints
📋 Booking history 💬 Word of mouth 📅 Recurring (absent)
Emotional Experience
High Mid Low
Pain Points
Unclear what "flexible workspace" really means
No obvious path to solve the problem
Pain Points
WeWork charges $54/day per seat with rigid badge restrictions and 25% oversell caps — too expensive for occasional use
Pricing is hidden across most platforms, hard to compare before committing
Market is overwhelming — enterprise tools feel over-engineered for a team of 8
Pain Points
No listing photos to verify quality
No reviews or social proof
Can't assess "client-worthy" without visiting
Pain Points
No "share this booking" feature — has to forward the confirmation email manually
Access info is buried in the booking email, not easy to extract and share
No way to add teammates to an existing booking
Pain Points
Credit cost per seat type not shown on the floor plan — 1 credit (desk), 4 (huddle room), 8 (conference room) only revealed at confirmation
Cancellation policy buried, not surfaced before committing
No review step — one click books and deducts credits immediately
Pain Points
No way to leave a review after visit
No post-visit touchpoint from platform
Pain Points
No booking history to quickly re-book a favourite space
No recurring booking — has to repeat the same manual flow each time
No way to see how many credits the team has left before planning
Opportunities
Capture search intent early
Clear value prop on landing page
Opportunities
Strong SEO for "flexible office" terms
Transparent pricing on browse page
Opportunities
Enable listing photo galleries
Host verification badges
Free day-pass for first booking
Opportunities
"Share booking" button that generates a clean briefing for teammates
Add teammates to a booking so they each receive access info directly
Day-before reminder sent to all added teammates automatically
Opportunities
Show credit cost badge on each seat type directly on the floor plan (desk=1, huddle=4, conference=8) before selection
Pre-booking cost summary modal with credit balance remaining after confirmation
Cancellation terms and booking receipt visible before and after confirm
Opportunities
Post-visit rating prompt (24h after)
Suggest similar/nearby spaces
Encourage repeat booking via email
Opportunities
Booking history with one-click re-book
Recurring / scheduled booking for regular sprint weeks
Credit balance visible to team lead (read-only) before booking
← Scroll to see all 7 phases →
⚙️
Account Admin Alex
Company Account Admin
Alex is the IT/ops manager at Marco's company. They don't typically book spaces themselves — that's Marco's job — but they own the HQ Lite account: setting it up, inviting the team, managing credit budgets, and reporting workspace spend to finance. Their journey is about control, visibility, and not being surprised by costs or support requests.
Expectations
Fast, one-shot team onboarding — not invite-by-invite
Clear credit system that maps to the company's budget logic
Usage visibility so they can answer finance without hunting for data
Minimal ongoing maintenance — set it up and trust it runs
↑ Before HQ Lite HQ Lite enters the picture at Phase 2 In-product ↓
Phase 1
Trigger
"Team leads are expensing spaces ad hoc — I need a system"
Phase 2
Account Setup
"Creating and configuring the org account"
Phase 3
Team Onboarding
"Getting everyone invited and configured"
Phase 4
Ongoing Admin
"Managing credits, access, and requests"
Phase 5
Reporting
"Justifying spend to finance"
Actions
Receives multiple expense claims for ad-hoc coworking spaces
Decides the company needs one managed solution
Gets a recommendation from Marco or a peer
Actions
Signs up as Company Admin, configures org settings
Tries to set credit limits per person or team
Not sure if defaults are correct — no guidance provided
Actions
Invites team members one by one — no bulk option
Chases down people who haven't accepted their 7-day invite
Sets up separate credit allocations for different teams
Actions
Receives ad-hoc credit requests from team leads
Manually adjusts individual credit limits
Responds to "why can't I book?" support requests with no context
Actions
Finance asks for Q3 workspace spend breakdown by team
Manually exports what's available and fills gaps in Excel
Can't allocate spend back to cost centres without manual work
Touchpoints
📄 Expense reports 👥 Team leads 💬 Slack
Touchpoints
📝 Signup ⚙️ Org settings 💳 Credit config
Touchpoints
📧 Invite emails 👥 /admin/team ⏰ 7-day expiry
Touchpoints
💬 Support requests 💳 Credit panel (No alerts)
Touchpoints
📊 Manual export 📋 Excel 💰 Finance team
Emotional Experience
High Mid Low
Pain Points
No consolidated view of team workspace spend before switching tools
Finance pressure to control costs with no current mechanism to do so
Pain Points
Points allocation model not explained — unclear how a percentage share translates to bookable seats per week or monthly credit budget
No guided admin setup flow — lands in settings with no orientation on credit tiers or allocation logic
Pain Points
No bulk or CSV invite — inviting 30+ people one at a time
7-day invite expiry creates a chasing loop
No way to group members by team for differentiated credit limits
Pain Points
No proactive alerts when members are near their credit limit — admin only finds out when someone can't book
No visibility into day-of-week usage patterns — can't anticipate when Wednesday surge pricing will drain team credits faster than expected
Credit requests arrive out of band (Slack/email) — not in-platform
Pain Points
No spend-by-team or cost-centre breakdown
No downloadable invoice or receipt summary for finance
Reporting is entirely manual — no scheduled export or dashboard
Opportunities
Admin-specific landing page showing cost control and reporting features
Case study: "How [company] replaced ad-hoc expenses with HQ Lite"
Opportunities
Allocation wizard: input headcount + desired flexibility level → output suggested points budget and per-person credit limits
Sample credit policy templates (e.g. "8 days/month per person") with plain-language explanations of seat-type credit costs
Opportunities
Bulk / CSV team invite with role and team assignment
Resend invite + extend expiry from the admin panel
Team groups for differentiated credit limits by department
Opportunities
Usage analytics showing day-of-week booking patterns — helps admins pre-allocate credits and anticipate surge demand
In-platform credit request flow — team lead requests, admin approves or denies with one click
Low-credit alert sent to admin before members hit their limit, with projected days-to-zero
Opportunities
Team / cost-centre usage dashboard with monthly spend breakdown
Scheduled monthly report emailed to admin automatically
Downloadable invoice summary formatted for finance submission
← Scroll to see all 5 phases →
🌐
Host Hannah
Head of Global Workplace / Corporate Facilities Lead
Hannah leads office management for a multinational with 30+ locations across 15 countries. Post-hybrid, most offices run at 40–60% occupancy. Finance is asking hard questions about real estate ROI. She needs to turn idle square footage into a measurable asset — enabling cross-company bookings or monetizing to external teams — without losing operational control or creating security headaches.
Expectations
Portfolio-level visibility across all locations and properties
Proof of ROI she can take to the CFO and Real Estate team
Granular control over who can book and under what terms
Scales from pilot to full portfolio without reworking the setup
↑ Before HQ Lite HQ Lite enters the picture at Phase 3 In-product ↓
Phase 1
Trigger
"Finance is asking why we're paying for empty space"
Phase 2
Evaluate
"Comparing workplace tech vendors"
Phase 3
Pilot Setup
"Onboarding our first location"
Phase 4
Activate
"Navigating IT sign-off to go live"
Phase 5
First Booking
"First invited tenant makes a booking"
Phase 6
Manage
"Running operations across multiple sites"
Phase 7
Scale
"Rolling out the full global portfolio"
Actions
Reviews utilization reports across the portfolio
Responds to CFO asking for real estate ROI justification
Benchmarks occupancy against pre-hybrid baseline
Actions
Runs internal RFP across workplace tech vendors
Demos Nexudus, OfficeRnD, and HQ Lite
Consults peers at other multinationals on what they're using
Actions
Selects pilot location; signs up, fills property form with MapBox-validated address
Uploads floor plan, configures listing units, sets capacity multiplier (1.2x oversell) and credit tiers by seat type
Aligns with local facilities manager; begins preparing tenant invitation list
Actions
Navigates IT and security sign-off for tenant access
Sends tenant invitations directly — V1 is host-directive, tenants don't self-discover via marketplace
Misses activation modal — listing stays in DRAFT while invited tenants try to sign up
Actions
First invited tenant books — the 1.2x oversell model becomes real revenue for the first time
Coordinates tenant access and building security protocols
Captures pilot data to build the internal business case for wider rollout
Actions
Manages availability across multiple active listings and tracks tenant booking patterns
Tracks tenant lease terms, renewal notice deadlines (typically 90 days), and rent step-up dates manually outside the platform
Compiles monthly occupancy and revenue report for leadership manually
Actions
Builds rollout plan for remaining locations globally
Attempts to report portfolio-level ROI to Real Estate & Finance
Evaluates whether platform can scale to full portfolio
Touchpoints
📊 Utilization reports 🏢 Facilities system 💰 CFO / Finance
Touchpoints
📋 RFP process 🌐 Vendor demos 👥 Industry peers
Touchpoints
📝 Signup 🏢 /host/properties 🗺 Floor plan tool
Touchpoints
🔒 IT / Security ⚠ Activation modal 🖥 Host dashboard
Touchpoints
📧 Booking notification 📋 /host/bookings 🏢 Building security
Touchpoints
📋 Listing detail 📅 Availability rules 📊 Manual reports
Touchpoints
🌐 Portfolio view (absent) 📊 ROI dashboard (absent) 📋 Exec reporting
Emotional Experience
High Mid Low
Pain Points
No single view linking lease cost to actual utilization data
Hard to build a credible business case for leadership without numbers
Pain Points
Enterprise tools (Nexudus, OfficeRnD) feel complex and expensive
HQ Lite's enterprise / multi-location fit isn't obvious on the marketing site
Pain Points
No guided capacity setup — calculating the 1.2x oversell multiplier, credit tiers by seat type, and per-tenant allocations requires manual math outside the platform
No bulk or multi-location property onboarding flow
Floor plan AI detection misses conference rooms frequently — manual correction required
Pain Points
No in-platform tenant invitation flow — hosts send credentials and links manually via email
Activation modal is easy to miss — DRAFT listing stays invisible to invited tenants
No IT/security checklist or approval workflow built into activation
Pain Points
No pre-booking communication with the external company
Guest access management is entirely manual — not connected to building systems
No structured way to capture pilot data for business case
Pain Points
No tenant lease management — critical dates (90-day renewal notices, rent increases, move-out) tracked in spreadsheets outside the platform
No portfolio-level calendar or cross-location booking view — managed listing-by-listing
Monthly reporting requires manually exporting and consolidating data
Pain Points
No executive ROI dashboard — can't show CFO utilization vs. cost savings
No multi-site portfolio performance comparison
Platform not clearly designed for enterprise multi-location scale
Opportunities
ROI calculator on the marketing site (idle sqft → annual savings)
Target Corporate Real Estate & Facilities communities on LinkedIn
Opportunities
Enterprise-specific landing page with multi-location case studies
Dedicated "for enterprise" host onboarding path with sales support
Opportunities
Oversell calculator: input total monthly cost → output bookable capacity, per-tenant allocation, and projected margin at 1.2x multiplier
Guided capacity setup wizard with credit tier defaults by seat type (desk/huddle/conference)
Bulk / multi-location property onboarding and local facilities co-admin role
Opportunities
Built-in tenant invitation portal — host enters email, system sends branded invite with link and tracks acceptance status
Persistent DRAFT banner + IT/security readiness checklist built into the activation flow
"Your listing is now live — your tenants have been notified" confirmation with in-app celebration
Opportunities
Structured guest access workflow — instructions, visitor registration
Automated pilot data report to support internal business case
Pre-booking messaging thread between host and member company
Opportunities
Tenant profile with lease abstract fields (sq ft, rate, start/end dates) and automated critical dates tracking with 90-day renewal reminders
Unified portfolio calendar across all properties and auto-generated monthly utilization and revenue report
Multi-location admin role with delegated site management per building
Opportunities
Executive ROI dashboard — occupancy rate, revenue, cost offset per site
Portfolio performance comparison across locations
CFO-ready export: utilization vs. lease cost, trend over time
← Scroll to see all 7 phases →
🏙️
Portfolio Manager Pat
Regional Portfolio Manager / Property Director
Pat manages 7 commercial buildings across central London for a property investment firm. Long-term leases fill most of the space, but several properties have vacant suites and underutilized floors. Flex bookings could diversify revenue without destabilizing long-term tenancy. Pat thinks at portfolio level — she needs cross-property visibility, comparative performance, and the ability to optimize the mix across locations.
Expectations
Portfolio-level view — occupancy, bookings, and revenue across all properties
Fast multi-property setup — not the same manual process seven times over
Performance comparison so she can identify what's working and why
Data she can take to investors to justify the flex strategy
↑ Before HQ Lite HQ Lite enters the picture at Phase 3 In-product ↓
Phase 1
Trigger
"Vacant suites are dragging down portfolio yield"
Phase 2
Evaluate
"Can HQ Lite work across a full portfolio?"
Phase 3
Pilot Setup
"Onboarding the first 3 properties"
Phase 4
Activate
"Getting properties live at scale"
Phase 5
Manage
"Comparing performance across locations"
Phase 6
Optimize
"Moving from reactive to strategic"
Actions
Identifies underperforming properties pulling portfolio yield below target
Investor review prompts a strategy to diversify revenue streams
Considers flex bookings as a way to fill vacant space without new long leases
Actions
Researches HQ Lite, Nexudus, OfficeRnD as multi-property platforms
Can't tell from the marketing site if multi-property management is supported
Speaks to peers at other property firms who've tried flex models
Actions
Selects 3 pilot properties; sets up each independently
Uploads floor plans, configures listings and pricing per location
Realises each setup is entirely manual — no copy or template between properties
Actions
Attempts to activate all 3 properties — activation modal easy to miss per property
One property stays in DRAFT silently — no dashboard warning
Waits for bookings; monitors each property separately
Actions
One property books out every week; two are near-empty
Can't compare performance across properties in one view
Manually pulls data from each property and compares in a spreadsheet
Actions
Wants to adjust pricing and availability based on demand patterns
No tools in the platform to diagnose why one property outperforms another
Presents flex revenue to investors — needs credible data export
Touchpoints
📊 Yield reports 💼 Investors 👥 Peer network
Touchpoints
🌐 HQ Lite website 🔍 Competitor demos 💬 Peer referrals
Touchpoints
📝 Signup (×3) 🏢 /host/properties 🗺 Floor plan tool
Touchpoints
⚠ Activation modal 🖥 Host dashboard 📧 Notifications
Touchpoints
📋 Bookings (per prop) 📊 Excel (No portfolio view)
Touchpoints
(No pricing tools) (No demand analytics) 💼 Investor report
Emotional Experience
High Mid Low
Pain Points
No portfolio-level ROI calculator to model the flex revenue opportunity before committing
Hard to build an investor case without comparable data
Pain Points
Multi-property capability not visible or demonstrated on the marketing site
No property management firm case studies or social proof
Pain Points
Each property requires the same full manual setup — no copy, template, or batch flow
Setup time per property multiplied across the portfolio is prohibitive
Pain Points
DRAFT activation risk multiplied — one missed modal per property = silently invisible listings
No portfolio activation status view — can't see which properties are live vs. DRAFT
Pain Points
No cross-property performance dashboard — data is siloed per property
Can't identify why one location dramatically outperforms another
Pain Points
No pricing recommendations or demand analytics per location
No investor-ready report — flex revenue not easily extractable from platform
Opportunities
Flex revenue ROI calculator targeting property managers and CRE firms
Investor-facing case study: "Flex bookings as a yield diversification strategy"
Opportunities
Multi-property landing page with portfolio management demo and case studies
Sales-assisted enterprise onboarding path for property firms
Opportunities
Copy property configuration to a new property (floor plan excluded)
Bulk listing creation across multiple properties with shared settings
Opportunities
Portfolio activation dashboard: DRAFT vs. live status across all properties at a glance
Activation confirmation email per property with a clear "you're live" signal
Opportunities
Cross-property analytics dashboard: occupancy rate, revenue, bookings by location
Property performance ranking with drill-down to listing-level detail
Opportunities
Demand heatmaps per property to guide pricing and availability decisions
Investor-ready export: flex revenue by property, period, and occupancy trend
← Scroll to see all 6 phases →
⬇ Supporting persona Lower priority — end-user of the spaces Marco books · Role: MEMBER
🧑‍💼
Employee Emma
Individual Team Member
Emma is a hybrid worker on Marco's team of 8. She doesn't manage bookings — Marco handles that — but she's the one who actually shows up to the coworking space, navigates access, and decides whether the experience is worth repeating. Her frustrations are quiet but they shape whether the team keeps using HQ Lite.
Expectations
Frictionless access — show up, get in, get to work
Transparency on what she can book with her credits
Doesn't want to manage anything — just use it
Consistent experience across different locations
↑ Before HQ Lite HQ Lite enters the picture at Phase 2 In-product ↓
Phase 1
Invited
"My manager says we're trying a new space"
Phase 2
Activate
"Setting up my account"
Phase 3
First Visit
"Finding and getting into the space"
Phase 4
Regular Use
"Building a routine"
Phase 5
Credits & Limits
"What can I actually book?"
Actions
Receives Slack message or email from Marco about HQ Lite
Hears from colleagues who've already tried it
Has no context on cost, credits, or how it works
Actions
Receives invite link, clicks through to signup
Creates account under the company org
Explores the app with no guided tour
Actions
Checks booking confirmation for address and access info
Arrives at the property — looks for how to get in
Settles in; scopes out amenities and Wi-Fi
Actions
Books spaces independently (if credits allow)
Develops preferences — certain spaces, certain days
Recommends the experience to teammates
Actions
Tries to book a space — gets a credit error
Doesn't know her credit balance or how it's allocated
Asks Marco what the limits are — Marco isn't sure either
Touchpoints
💬 Slack / Email 👥 Teammates
Touchpoints
📧 Invite link 📝 Signup 🏠 Member dashboard
Touchpoints
📧 Booking email 🏢 Physical space 🔑 Access info
Touchpoints
📋 /member/listings 📅 Booking flow 💬 Word of mouth
Touchpoints
❌ Credit error 💳 Credit balance (absent) 👤 Marco
Emotional Experience
High Mid Low
Pain Points
No context on what HQ Lite is or what to expect before signing up
Invite experience assumes prior knowledge
Pain Points
No onboarding tour after account creation
Credit balance and allocation not explained at signup
Pain Points
Access instructions are in the booking email — easy to miss
No in-app directions or "how to get in" guidance
Pain Points
No favourites or saved spaces
Can't easily see upcoming bookings in one view
Pain Points
No visible credit balance on the booking flow
Credit error message doesn't explain what to do next
Member has no way to request more credits from admin
Opportunities
Member-facing explainer in the invite email ("Here's what to expect")
Social proof from teammates visible before signup
Opportunities
Post-signup onboarding checklist (3 steps to your first booking)
Credit balance displayed prominently in member dashboard
Opportunities
In-app "getting there" card with address, access notes, parking
Day-of push notification with access reminder
Opportunities
Favourites / saved spaces feature
Upcoming bookings widget on home screen
Opportunities
Always-visible credit balance during booking flow
"Request more credits" flow that notifies the company admin
Clear explainer: what credits are, how they reset
← Scroll to see all 5 phases →
⬇ Supporting persona Lower priority — external visitor invited for a one-off or occasional visit · Role: MEMBER_GUEST
🪪
Guest Gary
External Guest / Occasional Visitor
Gary is a freelance consultant brought in to run a two-day strategy session with Marco's team. He has no account, no prior context, and no ongoing relationship with HQ Lite. He arrives with just a link and an expectation that it will "just work." His experience is the product's highest-stakes first impression — and it's entirely outside his control.
Expectations
Frictionless access — no lengthy registration to show up once
Knowing exactly where to go and how to get in beforehand
A space that feels professional when he's running a session
Not being made to feel like a second-class user
↑ Before HQ Lite HQ Lite enters at Phase 2 In-product ↓
Phase 1
Invited
"Got a link and an address from Marco"
Phase 2
Pre-Visit
"Trying to figure out what to expect"
Phase 3
Arrival
"Getting in the door"
Phase 4
During Visit
"Using the space"
Phase 5
After
"Would I use this again?"
Actions
Receives an email or Slack message with a booking link
No account, no prior context — starts from zero
Checks if he needs to do anything before arriving
Actions
Clicks the guest link — navigates an unfamiliar UI
Tries to find address, parking, and access instructions
Not sure if he needs to create an account or just show up
Actions
Arrives at the building — no clear signage for guests
Waits for Marco or building reception to let him in
Checks his phone for any access instructions in the invite
Actions
Settles into the space with the team
Uses Wi-Fi, meeting room, shared amenities
Forms an opinion of the space and the host
Actions
Reflects on whether the experience was smooth
If asked, would recommend or avoid the space
No follow-up from the platform — no record of the visit for him
Touchpoints
📧 Invite email 💬 Marco (directly)
Touchpoints
🔗 Guest link 📋 Booking detail page 🗺 Maps / navigation
Touchpoints
🏢 Building reception 👤 Host / Marco 📱 Invite on phone
Touchpoints
🏠 Physical space 📶 Wi-Fi ☕ Amenities
Touchpoints
💬 Word of mouth (No platform follow-up)
Emotional Experience
High Mid Low
Pain Points
No structured guest onboarding — relies entirely on Marco's instructions
Unclear whether he needs an account or just a link
Pain Points
Guest link lands on an unfamiliar page with no context
Access and parking instructions not surfaced prominently
Pain Points
No guest-specific access flow — depends on human coordination
Building security has no record of him — manual check-in only
Pain Points
No way to access Wi-Fi details, room layout, or amenities in advance
If something goes wrong, no in-app support path for guests
Pain Points
No post-visit feedback mechanism
No record of the visit — can't refer back or rebook independently
Guest journey ends abruptly — no conversion to member
Opportunities
Guest-specific invite email with clear "here's what you need to know"
No-account guest access option (view-only booking confirmation)
Opportunities
Guest landing page: address, parking, access instructions, what to bring
Map embed and arrival notes on the guest view
Opportunities
Digital guest pass (QR or PIN) for building access without human escort
Guest pre-registration so host/building knows who to expect
Opportunities
In-space welcome card with Wi-Fi, emergency contacts, amenities
In-app help available to guest users, not just members
Opportunities
Post-visit feedback prompt (1-question NPS from the guest)
"Book your own space" CTA — convert interested guests to members
Visit history accessible to guest for future reference
← Scroll to see all 5 phases →
⬇ Supporting persona Lower priority — local delegate of Hannah managing a single office location · Role: Delegated HOST admin
🏗
Site Manager Sam
Local Facilities Manager
Sam is the London office manager at Hannah's company. Hannah is rolling out HQ Lite globally and has put Sam in charge of configuring and running the London location. Sam has a full day job — HQ Lite is one of many responsibilities. She needs to set it up without a long learning curve, manage it day-to-day without it consuming her time, and report upwards to Hannah without having to manually compile data.
Expectations
Clear handoff from Hannah — knows exactly what she needs to do
Setup that takes hours, not days
Day-to-day management that doesn't require constant attention
Easy escalation path when something falls outside the system
↑ Before HQ Lite HQ Lite enters at Phase 2 In-product ↓
Phase 1
Delegated
"Hannah asks me to manage our London office"
Phase 2
Configure
"Getting the location set up"
Phase 3
Daily Ops
"Handling bookings and access day-to-day"
Phase 4
Exceptions
"Things that don't fit the system"
Phase 5
Report Up
"Telling Hannah how the location is performing"
Actions
Hannah briefs Sam via email — access invite follows
Sam has no prior experience with HQ Lite
Trying to understand her scope: what can she control, what can't she?
Actions
Logs in with delegated host credentials
Uploads floor plan, configures availability and pricing for London
Coordinates with IT on guest access and building security rules
Actions
Monitors incoming bookings for the London office
Blocks availability around internal events and maintenance
Handles access requests from external members on arrival days
Actions
Receives a cancellation after the cutoff — no process in the platform
A member shows up for the wrong location — can't fix in-app
Escalates to Hannah when something is outside her permissions
Actions
Hannah asks for a monthly utilization summary for London
Sam manually exports what she can and fills in the gaps in Excel
Wants to know if London is performing well vs. other offices
Touchpoints
📧 Hannah's brief 🔗 Invite / credentials
Touchpoints
🏢 /host/properties 🗺 Floor plan tool 🔒 IT team
Touchpoints
📋 Bookings view 📅 Availability rules 🏢 Building security
Touchpoints
📧 Email / Slack 👤 Hannah (escalation) (No exceptions workflow)
Touchpoints
📊 Manual export 📋 Excel (No site report)
Emotional Experience
High Mid Low
Pain Points
No role-specific onboarding — Sam lands as a host with no guidance
Unclear what a "delegated" admin can and can't do vs. Hannah's account
Pain Points
Setup is single-location only — no visibility into how other offices are configured
IT coordination is entirely outside the platform — no checklist or workflow
Pain Points
Booking management is per-listing — no unified London view
No notifications for same-day or next-day bookings requiring prep
Pain Points
No exceptions or edge-case workflows (late cancellations, wrong location)
Escalation to Hannah is ad-hoc — no in-platform delegation or escalation path
Pain Points
No site-level reporting — can't see London's occupancy, revenue, or trends
No comparison with other locations managed by Hannah
Manual reporting wastes time and introduces errors
Opportunities
Delegated admin onboarding checklist scoped to their single location
Clear permission summary: "You can manage X, only Hannah can change Y"
Opportunities
Location setup wizard with IT/security checklist built in
Copy configuration from an existing location to speed up multi-site rollout
Opportunities
Unified location dashboard: all listings and upcoming bookings in one view
Day-prior summary notification: "Tomorrow you have 3 visitors at London"
Opportunities
Structured exceptions workflow (late cancel, no-show, access issue)
In-platform escalation to portfolio admin (Hannah) with context
Opportunities
Auto-generated monthly site report (occupancy, revenue, bookings)
Site performance card visible to both Sam and Hannah
One-click report share to portfolio admin
← Scroll to see all 5 phases →