From Confusion to Clarity: Transforming the Digital Experience for Berlin's Coworking Hub
I redesigned the user experience for Denizen House, a hybrid coworking space in Berlin that combines workspace, dining, and community events.
Through research-driven design, I transformed their confusing digital platform into an intuitive experience that users actually understand and enjoy, resulting in significant improvements in user completion rates and satisfaction.
The problem I discovered
Onboarding Confusion
I discovered that users couldn't understand what Denizen offered or how to get started. Confusing terminology like "House," "Space," and "Pass" created immediate friction.
No feedback Loop
I found there was no way to collect user feedback or measure satisfaction—no KPIs, NPS scores, or comment systems. The team was designing blind without user insights.
Rigid Booking Experience
Through my research, I identified that users wanted more control over their bookings, especially around catering and space preferences, but the app didn't support customization.
My Research & Problem Definition
01
User Behavior Analysis
I analyzed user behavior patterns and identified drop-off points in the current user journey to understand where people were getting confused.
Mapped current user journey to identify friction areas
Analyzed completion rates at each onboarding step
Identified terminology that was causing confusion
02
User Interviews & Testing
I conducted user interviews and usability testing sessions in the actual Denizen House space to understand real user needs and pain points.
Conducted 8 user interviews with existing and potential users
Performed on-site usability testing to see real context usage
Gathered feedback from diverse user types and use cases
Key Challenge I identified
Users were getting lost in abstract terminology and couldn't connect digital interactions to the physical space they were experiencing. The biggest barrier was the disconnect between the app's language and users' mental models.
Results I achieved
My research-led design improvements delivered quantifiable results across key user experience metrics.
81%
Onboarding Completion
(from 56 %)
40%
NPS increase
(Post-booking, no prior data)
-18%
Booking time
(Despite adding steps)
Additional Improvements I Delivered
✓ Reduced reported confusion from 6 out of 6 users to 1 out of 6 users during testing
✓ Established feedback collection system enabling continuous improvement
✓ Enhanced booking experience with personalized catering options
Solutions I designed
Rewrote Onboarding Copy
I replaced confusing terminology with plain, structured language and created contextual explanations for key terms like "House," "Space," and "Pass."
Designed Contextual User Flows
I created tailored user flows for different use cases: "Book a space" vs. "Join an event" to eliminate confusion about user intent.
Implemented Feedback System
I designed and implemented a lightweight NPS prompt post-booking with optional comments and built simple backend tracking for response analysis.
Enhanced Booking Flow
I designed a flexible booking interface allowing food selection and space customization. I tested two UX approaches and selected the most effective solution.
What I learned
Small wording changes can dramatically reduce user friction
I proved that precise language choices have measurable impact on user behavior and completion rates.
Testing in real context reveals insights lab testing misses
My approach of on-site testing uncovered critical issues that wouldn't have been discovered in traditional usability labs.
Clear, actionable UI copy is more valuable than aesthetic illustrations
I discovered that users needed functional clarity over visual appeal to successfully complete tasks.
Early, continuous user feedback is essential
Setting up feedback systems early in my design process enabled rapid iteration and prevented costly redesign cycles.