The Welcome Pad is a valuable tool used by our coworking space receptionists to manage visitor arrivals, package deliveries, and mail handling. Initially, it was freely accessible to anyone at the front desk, but due to COVID restrictions, its usage became exclusive to the receptionists.

In our continuous effort to enhance the coworking experience, we embarked on reimagining the Welcome Pad experience based on feedback from our operational teams. Through interviews with various stakeholders, we identified areas for improvement:

• Firstly, we recognized the need to improve the tracking of items received at the front desk.

• Additionally, we realized that the iPad-based interface might not cater optimally to all users.

• Moreover, the Welcome Pad had relatively low engagement, possibly due to insufficient visibility in the physical space, lacking proper signs or display (before Covid)

• It also became evident that the Welcome Pad served as the visitors' initial digital touchpoint with our brand, requiring a captivating and impressive experience.

• Finally, we discovered that some coworkers were missing providing specific instructions to the receptionists when visitor arrivals were announced to them.

To address these issues, my two PMs & myself made significant product decisions. We decided to separate the experience into two distinct tools:

• One dedicated to the receptionists, providing enhanced features for tracking visitor arrivals, appointments, and package management. This tool also improves communication between clients and receptionists, which was previously lacking.

• The other tool is designed specifically for visitors, enabling them to announce their arrival directly through a dedicated iPad, bypassing the need to engage with the receptionists. This solution aims to streamline the flow of people in the space, particularly for those waiting for appointments while receptionists handle other tasks such as making coffee (most of our receptionists are actually baristas as well).

To complement this transformation, we collaborated with Morning's Interior Design team to create a visually appealing stand for the Welcome Pad. Using recycled materials, we crafted a stand that aligns with our sustainability values while adding a touch of wow-factor to the entrance of our spaces.

Overall, these changes to the Welcome Pad seek to enhance the reception experience, improve communication efficiency, and create a remarkable first impression for our visitors.