Community Retention Platform
29% → 51%
third-year member renewal
A multi-location coworking operator improved long-term retention by helping members form relevant in-person connections.
Understanding the problem
Members renewed once, then churned before year three. The team believed community drove retention, but existing tools handled desks and billing, not member introductions.
Finding the path forward
Discovery showed members did not want another social feed. We focused on events, skill matching, and live presence. The trade-off: we intentionally skipped follower counts and timeline mechanics to keep behavior focused on real-world interactions.
“They pushed back on our 'build a feed' idea in week two. That argument saved us from shipping another noisy social product our members would ignore.”
Founder
Coworking Operator
Bringing it all together
We built a community layer integrated with existing operations software, centered on relevant intros and event participation. Early notifications were too aggressive and increased opt-outs, so we added tighter frequency controls and user-level preferences.
Project Details
Client
Coworking Operator, 8 Locations
Year
2023
Role
Full Product Development
Timeline
14 weeks
Tech Stack
The Results
156%
more member introductions
Introductions rose by matching members on skills and shared attendance windows.
3×
event attendance growth
Attendance increased because events were tied directly to member workflows and on-site activity.
29% → 51%
third-year renewal
Retention improved as the platform made repeat peer relationships easier to form.