WeWork Billing Access for Enterprise Members

Web portal

Customer research, UX, UI, and design for a new portal for WeWork members that allowed them to manage their accounts with WeWork. Focus was on how best to serve Enterprise and SMB customers. allowing them to manage multiple locations, invoices, and billing terms.

Historically, WeWork members didn't have full access to their complete billing data, and what they did have was a fragmented picture of different contracts and commitments, especially for large enterprise customers. We were tasked with building a portal that would provide a consolidated view of their billing history, invoices, and projections.

Most of this information is held by WeWork Account Managers and Billing Associates, so we started with a list of the jobs they are currently are tasked with, and which ones we would be able to offload, simply by giving members access to their billing information.

We then reached out to the Operations and AP teams at various size companies to understand what their billing needs were throughout different cycles; daily, weekly, monthly and relative to their move in/move out activities. We mapped the user experience across these cycles to identify at which points we could improve access and transparency.

The next step was a basic wireframe flow to test the concept with the teams we reached out to, to see if it solved their needs for information access and transparency.

And then designing the full billing portal to provide access to all parts of a member's billing experience with WeWork.

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