design experience 1 - pitch

Our consultants come from a wide range of industry backgrounds with experience in: • Academic research • Digital Technology • Government entities • Design • Psychologists

About us

Our team

USER TESTING

RESEARCH

ANALYSIS

CONCEPT

PROTOTYPE

FINAL DESIGN

Briefing

Enhance speed of service for frequent travellers and reduce receptionists workload through redesigning self-check in machine

Represent the solution through the following tasks: Check in and out, select type of room)

Check out with payment and delivery of receipt

Frequent travellers of all genders who are above the age of 16

Including the following users:

• Tallest and shortest (standing)

• Wheelchair (sitting)

• With arthritis

• Visually impaired

Target User

*All our designs follow the equality act laws

• Reduce workload of receptionists

• Enhance the speed of service

• Cover as much of our customers’ needs as possible

• Good cost benefit

Business objectives

How we addressed

carried out 15 interviews with

users / staff

User research

Observed 9 different hotels

with self -check-in

65+ frequent travellers answered

questionnaires

Current Issues

Visibility Speed Mental model

Some of our findings

“I get tired of traveling, usually. I hate wasting time on queues for check-in. The self-service machines are very practical…”

“I like the warm cookies that Doubletrees always give you in the check in and how "warm"

their receptionists are…”

“People seldom ask for a receptionist to check them in. It does happen but only on rare occasions.”

“... more people can be checked in at the same time and this gives us more time to pay attention

to some other needs”

• Support different languages

• Reduce staff workload

• Reduce time for check-in

• Be within reach (and convenient viewing angle) of the target population

• Be easy to install and maintain

User requirements

Our Personas

“When checking in, all I need are my room number, my room keys and the wi-fi code. I don’t need chit chat and I hate long queues… I would use a machine as long as it saves me time and works efficiently”

Penny

“I hate it when we have to check in separately from my mates… It would be a lot better for us if we could check in together. This way, we can all go to the bar at the same time and have drinks for longer”

Tyler

“I think self-service machines would definitely make me a more versatile receptionist… It will reduce my workload but I’m afraid that it would eventually mean that my services are no longer required”

Marylin

Project focus

Workload Accessibility Speed Smart-Card

Our design process

CREATE CHOICES MAKE CHOICES

Our Solutions

Check-in3 Step Check-In Process

3 Step Check-Out Process

1 • Touch in SmartCard

2

• Check Details

• Change Details(Room, Meals, Late Checkout)

3 • Touch to Confirm (Card becomes Key)


2 • Check Bill (Email Receipt)

3 • Touch to Confirm(Key Deactivated)

Check-out

3 Step Check-In Process

3 Step Check-Out Process


2

• Check Details

• Change Details(Room, Meals, Late Checkout)

3 • Touch to Confirm (Card becomes Key)


2 • Check Bill (Email Receipt)

3 • Touch to Confirm(Key Deactivated)

Accessibility

*All our designs follow the British standards

All users

Positioning &

Lighting


Speed &

Workload


4 customers 12 customers

BEFORE AFTER

6 minutes

• Reduce the workload of receptionists • Quicker alternative for frequent travellers • Enhance accessibility • Simultaneous check ins and check outs

Design benefits

USER TESTING

RESEARCH

ANALYSIS

CONCEPT

PROTOTYPE

FINAL DESIGN

Timeline

Building mockups User testing

Risk Analysis Posture analysis Etc

User Research Data Collection

Equality Act British Standards

3 person-days

5 person-days5 person-days 10 person-days

5 person-days 12 person-days

• Key dispenser

• Pin pad for payments by non members

• Optional anti-glare shield

Recommendations

Enhance speed of service for frequent travellers and reduce

receptionists workload through redesigning

self-check in machine

Thanks!

Appendices

Issues effects