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Techspace

Techspace

Case study

Client

Techspace

Services

CX Strategy

Product Design

Systems Design

Service Design

Industries

Flex office

PropTech

B2B

Date

January 2019

Context

Techspace was built to support scaling tech companies—creating environments where like-minded teams could come together, share ideas, and grow faster. But this wasn't just about office space. It was about delivering: • A consistent, high-quality experience • Across multiple cities and buildings • While supporting rapid business growth

The Challenge

How do you scale physical environments with the consistency, flexibility, and intelligence of a digital product?

As we expanded across London and Berlin:

  • Each building introduced new complexity
  • Operations became harder to standardise
  • Member experience risked becoming inconsistent
"The risk: Scaling would lead to fragmentation, inefficiency, and a diluted product experience"

The Insight

The workspace isn't the product—the system behind it is.
To scale effectively, we needed to rethink Techspace as a connected product ecosystem spanning space, operations, and digital experience.

My Role

As a founding product designer, I led:

This included supporting:

  • End-to-end CX strategy across the portfolio
  • Design of physical, digital, and service layers
  • Development of a scalable product and operational system
  • 10,000+ members
  • 180,000 sq ft of workspace
  • Multiple locations across London and Berlin

The System We Designed

We used Building Information Modelling (BIM) to digitise space:

1. BIM as the foundation (space → system)

  • Every room, desk, and asset became structured data
  • Enabled faster rollout of new locations
  • Created a shared system across design, ops, and product
"Turning physical environments into something we could design and scale like software"

2. Operational backbone (CAFM + ERP)

We designed and launched an integrated platform combining:

This allowed us to:

  • CAFM (facilities management)
  • ERP (operations + commercial logic)
  • Tenant management systems
  • Automate operations across locations
  • Standardise processes
  • Scale efficiently without increasing overhead

3. Member experience layer (apps + UX)

We created a seamless digital experience:
  • Room and desk booking
  • Access control systems
  • Membership and workspace management
  • Real-time service interaction
"Designed to feel flexible, intuitive, and product-like—not operational"

4. Intelligence layer (data + feedback)

We introduced:

This allowed us to:

  • Sentiment tracking
  • Usage analytics
  • Behaviour insights
  • Continuously improve experience
  • Identify friction points
  • Make data-informed product decisions

5. Service design (human layer)

We designed the full service experience:
  • Concierge and community teams
  • Events and programming
  • Onboarding and support journeys
"Ensuring efficiency didn't come at the cost of human experience and community value"

The System in Action

All layers worked together:
"Result: A unified system connecting space, software, and service"
LayerRole
BIMStructured spatial data
CAFM / ERPOperational efficiency
Apps / UXMember interaction
Data layerInsight and optimisation
Service designHuman experience

Impact

  • Designed and delivered 180,000 sq ft of workspace across London & Berlin
  • Achieved 95% occupancy rates across the portfolio
  • Led CX strategy supporting 10,000+ members
  • Built an integrated platform (CAFM, ERP, BIM, tenant systems, booking, access)
  • Improved Net Promoter Score from -10 to +50
  • Contributed to scaling revenue to £12M annually
  • Reduced operational emissions by 15% through ESG initiatives

Key Takeaway

Design wasn't just shaping interfaces—it was shaping the system, the operations, and the business model.
"The most valuable work happens when you connect systems—not just screens."
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