Serspace Labs
Build on what your business knows.
Serspace Labs is a research and product company exploring how people and organizations build understanding, learn from experience, and put knowledge to work. We're building Serspace OS to bring together what's scattered across documents, conversations, and business systems — and help teams develop a shared picture of how their business works.
That means more than finding an answer. It means understanding how things connect, why decisions were made, and what new experience might change. We believe those connections should be visible, open to question, and built on together — so knowledge becomes a foundation for learning, not just a record of what happened.
Your team can now ask questions of your business in plain language, and AI will answer. Whether that answer can be trusted depends on what it is built on.
- Find what matters
- Bring the knowledge behind your work into view.
- Understand the answer
- See the sources, context, and questions that still need resolving.
- Keep it useful
- Make reviewing and updating knowledge part of the work.
01 — The problem
The answers exist. They're just scattered.
A policy in a document. A decision in an email. An explanation in a chat thread. Finding an answer means knowing where to look — and whether what you find still applies.
Documents lose context
A policy can change while an old copy stays in circulation. Without an owner or review process, it's hard to know which version to use.
Decisions get buried
A useful explanation may be tucked inside a long conversation, separate from the decision it helped someone make.
Experience is hard to share
People learn how things work through practice. Making that knowledge available to a colleague takes more than saving a transcript.
Knowledge becomes useful when someone else can understand it, question it, and build on it.
02 — What we're building
Keep the meaning with the information.
We're building Serspace OS around the relationships between your products, customers, policies, and processes — not just the files that describe them. The aim is to make the basis for an answer visible, including the sources behind it and the questions that still need a person's judgment.
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Start with what your team knows
- Documents
- Conversations
- Business records
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Connected knowledge
- Products
- Customers
- Policies
- Processes
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Put that understanding to work
Questions, answers, and decisions
- Keep source references with the knowledge
- Make definitions and relationships explicit
- Identify what needs review or clarification
Organize around the work
Connect information to the products, customers, policies, and processes it concerns, rather than leaving it in isolated files.
Make access explicit
Decide who should be able to use which information. Treat access rules as part of the design, not an assumption.
Give knowledge an owner
Identify who can review a definition, resolve a conflict, or update guidance when the business changes.
Start with your existing work
Choose the relevant sources and agree the scope of any connections with your team. Evaluate fit before making wider changes.
03 — The experience we're working toward
Ask a question. Understand the basis for the answer.
An answer should help you act, not leave you guessing about its basis. This fictional exchange with Serspace OS illustrates the intended experience, not a live product response or a customer result.
What should I check before offering a refund for a plan change?
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Check the plan terms and the approval policy. The plan terms explain which changes are eligible. The approval policy explains when a team lead needs to review the request.
Example sources: Plan terms · Refund approval policy
The customer has a separate agreement. Does that change the answer?
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That agreement needs to be checked before deciding. The general policy alone doesn't establish what applies to this customer. Bring the agreement to the policy owner for review.
Missing context: Customer agreement
Ask in your own words
Start with the question you need to resolve, using the language of your work.
Inspect the basis
Make the supporting guidance visible so a person can check whether it applies.
Recognize missing context
Separate what the available information supports from what still needs to be checked. An assistant that names what it cannot support is more useful than one that always produces an answer.
Keep people involved
Bring exceptions, conflicting guidance, and changes back to the people responsible.
How we work together
Let real questions shape the product.
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Understand
Choose a useful problem
- Look at how your team finds and uses knowledge
- Choose a workflow and the questions it needs to resolve
- Map relevant sources, owners, and gaps
Agree the scope and what useful progress would look like.
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Develop
Test the approach together
- Define the important terms and relationships
- Agree source access and review responsibilities
- Evaluate answers against questions your team already knows the answers to
Review the results, including gaps and limitations.
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Learn
Decide what comes next
- Use team feedback to improve the approach
- Identify what needs further research or development
- Decide whether broader use makes sense
Let what we learn guide the next step.
Get in touch
What does your team keep having to figure out again?
Bring a question that's hard to answer, a decision that's hard to explain, or guidance that's hard to keep current. We'd like to understand the work behind it and discuss whether a focused pilot makes sense.
- Start with a concrete question from your team's work.
- Discuss the information and access a pilot would need.
- Agree the scope and expectations before starting.
Prefer email? Write to [email protected].