VISITOR MANAGEMENT
Transform your visitor experience with our cutting-edge digitized visitor management solution, ensuring seamless entry and enhanced security
Overview
Role:
Product Design (UX/UI)
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Time Line:
9 weeks, 90+ Hours
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Tools Used:
Figma
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Background:
To replace the cumbersome manual visitor management process at SSD, characterized by high manual effort and confusion among employees regarding visitor invitations, a decision was made to develop a user-friendly, efficient software solution. This new system aims to streamline visitor handling, enhance user trust, and simplify monitoring and control for both staff and the security administration team.
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Problem​
The current UX design lacks a user-centric approach, leading to a complicated Customer Journey Map (CJM) that confuses users due to unclear processes and inadequate knowledge. There is a significant reliance on manual effort for managing and tracking visitor data across multiple inconsistent systems, impacting efficiency and user experience negatively.
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​Project Goals​
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Design a comprehensive Visitor Management App tailored for both Admins (Security) and Employees, optimized for both Tablet and Mobile devices. The app will initially cater to the needs of the New Jersey office location, featuring dashboards for admins to efficiently monitor and track visits, including visit history. It will include intuitive data input forms for Admins and Employees, with Single Sign-On (SSO) login integration, and functionality for Admins to mark visitor check-ins and check-outs.
The Process
Empathize
Define
Ideate
Prototype
Test
01/ Empathize - Exploring the User's Needs
Overview
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User Research
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​Competitive Analysis
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Contextual Inquiry​
We want to learn the users’ behaviour in visitor management, their troubles in doing so no matter how small, and their motivations. In order to get broader perspectives and therefore the product feasibility as a whole, we’ve divide the user criteria into two:
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Intended Users: The admins who are tech savvy and have huge empathy for managing visitors
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Potential Users: The employees who are tech-savvy and often looking for friends and family through online app
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Having data from the intended users and potential users will help us to see from two different sides and elaborate it to the apps that should be implement.​​​​
User Research
Our qualitative research primarily targeted intended and potential users to gather valuable insights. We conducted private interviews with 2 intended users to understand their perspectives and pain points regarding visitor management. Due to time constraints and connectivity issues, we could only interview a maximum of 2 intended users. In contrast, we interviewed 5 potential users, who provided consistent feedback on their experiences and needs.​​​
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Interview Findings​
International Client Presence: Approximately 40% of clients visiting SSD's office in New Jersey are from other countries, primarily from India and Europe, indicating a significant international client base.
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Frequency and Duration of Visits: Clients and vendors visit the office approximately once every quarter, with typical visits lasting between 3 to 5 days. This highlights the regularity and duration variability based on project needs.
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Multi-Team Collaboration: Client visit management involves cross-functional teams including Sales for client relationships, Operations for logistics coordination, Facilities for accommodations, and IT for technical support, emphasizing a coordinated effort.
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Detailed Visit Management Process: The process spans from initial planning to departure, encompassing understanding client requirements, coordinating travel and accommodations, scheduling meetings, providing local logistics support, and gathering post-visit feedback, ensuring comprehensive management.
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Challenges in Coordination: Challenges include securing preferred accommodations during peak seasons, managing transport logistics across cities, and aligning the itinerary closely with client expectations, highlighting operational hurdles that impact visitor satisfaction.
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Emphasis on Seamless Client Experience: To enhance client satisfaction, SSD collaborates closely with local vendors for services like catering, event planning, and sightseeing tours, focusing on quality and reliability to ensure a seamless visitor experience.
​​Competitive Analysis
Study existing visitor management solutions to identify strengths, weaknesses, and opportunities for differentiation.​​
The competitor analysis reveals clear opportunities for innovation in visitor management app development. Improvements in usability, integration with other systems, enhanced customer support, and strategic market positioning are key factors that can collectively contribute to creating a robust and competitive solution in this space.
Contextual Inquiry​
Observe and analyze how visitor management currently operates within the physical space of SSD Company to identify specific challenges and opportunities for improvement.​​
Current Challenges Identified​​
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Manual Processes: Visitor management heavily relies on manual methods, leading to inefficiencies and errors.
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Confusion in Procedures: Employees and visitors often face confusion regarding check-in procedures and location directions.
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Lack of Integration: Multiple disjointed systems for visitor registration, access control, and communication hinder smooth operations.
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Security Concerns: Limited visibility and tracking of visitor movements pose security risks.
02/ Define - Establishing the User's Needs and Problems
Overview
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Persona Development
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Problem statements
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Improvements Needed
Persona Development
Observe and analyze how visitor management currently operates within the physical space of SSD Company to identify specific challenges and opportunities for improvement.​​
​Problem Statement: Emily Johnson, as a Marketing Manager, faces challenges in efficiently inviting visitors due to the complexity of filling out visitor details quickly in the Visitor Management System (VMS). Additionally, she lacks real-time updates on visitor status, impacting her ability to prepare adequately for meetings.
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Improvements Needed: Simplify the visitor invitation process with intuitive form fields that streamline data entry. Provide real-time notifications on the visitor's arrival status to enhance preparedness and efficiency.
​Problem Statement: Michael Brown, as the Facility Manager, struggles with monitoring visitor flow and efficiently managing resources such as parking spaces and meeting rooms within SSD Company. Current tools do not provide adequate real-time data on visitor arrivals and departures, leading to inefficiencies.
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Improvements Needed: Implement an analytics dashboard that enables real-time visitor tracking to enhance monitoring capabilities. Integrate resource allocation functionalities with the visitor management system to optimize resource usage based on fluctuating visitor numbers.
​Problem Statement: John Doe, a potential client, experiences delays during the check-in process at SSD Company due to unclear instructions. He also faces uncertainty about whom to meet upon arrival, which affects his overall experience and perception of the company's professionalism.
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Improvements Needed: Improve the clarity of instructions in the invitation email to facilitate a smoother check-in process. Provide a digital map and contact details of the host to enhance navigation and communication upon arrival.
​Problem Statement: Sarah Thompson, the Office Receptionist, faces challenges with the manual visitor registration process, which results in delays and impacts visitor experience. Additionally, there is a lack of effective communication tools to notify hosts promptly about visitor arrivals.
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Improvements Needed: Implement self-service kiosks for faster and more efficient visitor check-in processes. Provide mobile notifications to hosts upon visitor check-in to improve communication and responsiveness.
Overview
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Ideate
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Story Boarding
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User Flow
03/ Ideate - Creating the Frame Work
Ideate
During the ideation phase, I employed the Crazy 8 brainstorming exercise, which involved multiple 5-minute intervals of sketching ideas, with deliberate breaks of 20-30 minutes in between. While I didn't necessarily complete 8 sketches in each session, this method encouraged me to generate and explore numerous concepts. During the breaks, I contemplated which ideas had the most potential for further development. After conducting this exercise five times, I consolidated my sketches and organized them into thematic groups based on common ideas and features. Overall, this process was instrumental in translating my thoughts into tangible design concepts for the visitor management app.
Story Boarding
Storyboarding was instrumental in visualizing the user journey for the visitor management app. It enabled me to identify potential issues and refine interactions, ensuring a seamless user experience. By mapping out each step visually, I could anticipate user needs and optimize the app's flow to enhance usability and satisfaction. This process facilitated a clear understanding of how different personas would interact with the app, helping to design solutions that address their specific requirements effectively.
On Spot Registration
Temporary E Card
User Flows
The user flows outline the key steps and interactions for each persona involved in the visitor management process. They help ensure that the app caters to their specific needs and facilitates a smooth and efficient experience from invitation to departure..
04/ - Prototype - Let's make the Design!
Overview
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Wireframes
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Low Fidelity Prototype Usability Testing
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Final Design
Wireframes
From wireframing sessions for a visitor management app, I learned several key insights and lessons:
​Clarity in User Flow: Through wireframes, we clarified the visitor journey from arrival to departure. This included mapping out steps such as visitor registration, check-in procedures, badge printing, and check-out processes. It helped in identifying potential bottlenecks and ensuring a seamless experience.
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Importance of Information Hierarchy: We learned how to prioritize information effectively. Wireframes helped us understand which visitor details (like name, purpose of visit, and contact information) needed prominent placement for quick access by administrators and security personnel.
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Optimal Interface Design: We gained insights into designing a clean and intuitive interface. By arranging elements such as navigation menus, search bars, and action buttons in logical positions, we ensured ease of use and minimized the learning curve for users.
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Feedback Integration: Wireframes facilitated discussions with stakeholders, including users and developers, to gather feedback early in the design process. This iterative approach allowed us to refine features and functionalities based on real-world needs and preferences.
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Responsive Design Considerations: We considered different device sizes and orientations during wireframing. This helped in designing a responsive layout that adapts seamlessly to various screen sizes, ensuring a consistent user experience across desktops, tablets, and smartphones.
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Security and Privacy Features: Through wireframing, we highlighted the importance of integrating security features such as visitor photo capture, badge printing with security codes, and data encryption. This ensured compliance with privacy regulations and enhanced the overall security of the visitor management system.
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​Streamlined Administrative Tasks: We identified opportunities to streamline administrative tasks through features like automated visitor notifications to hosts, real-time visitor tracking, and historical visitor log retrieval. This aimed to improve operational efficiency and reduce administrative burden.
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Overall, wireframing sessions for the visitor management app provided valuable insights into designing a user-centric, secure, and efficient system that meets both organizational requirements and user expectations. It emphasized the importance of early-stage planning and collaboration in creating a successful application.
Wireframes
Low Fidelity Prototype Usability Testing
Based on low fidelity prototype usability testing for a Visitor Management app, several key insights and results could be gathered
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Navigation Clarity: Users found the navigation paths clear and intuitive, particularly in accessing key features like visitor registration, check-in, and check-out. This suggests that the basic structure and layout of the app are effective in guiding users through their tasks.
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Information Accessibility: Feedback indicated that essential visitor information (such as name, purpose of visit, and contact details) was easily accessible and prominently displayed. Users were able to quickly locate and update visitor details as needed.
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User Interface Feedback: Participants provided insights into the visual design and layout preferences. They commented on the simplicity and clarity of the interface, suggesting that the minimalist design approach helped in focusing attention on critical actions without unnecessary distractions.
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Functional Testing: Users successfully performed key functions such as registering a visitor, printing visitor badges, and checking visitors in and out. Any issues encountered (such as delays in badge printing or confusion in the check-out process) were noted for improvement in future iterations.
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User Engagement: Observations during testing revealed that users engaged with interactive elements (like form fields and buttons) as expected. This suggests that the interactive components of the prototype effectively simulate real-world interactions, helping users navigate and complete tasks efficiently.
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Feedback for Iteration: Participants provided valuable suggestions for enhancing the prototype, including adding additional help tooltips for first-time users, improving the responsiveness of certain UI elements, and refining error messaging for better clarity.
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Confirmation of Requirements: Usability testing confirmed that the prototype aligns well with the initial requirements and objectives of the Visitor Management app, such as enhancing security, improving visitor experience, and providing administrative efficiency.
High Fidelity Prototype Usability Testing
Employee - Home Page
Creating a "Create New Visit Request" button on the employee dashboard screen of a visitor management app can greatly enhance user convenience and efficiency. Here are some considerations and benefits of implementing such a feature:
Streamlined Process: Employees can quickly initiate visit requests directly from their dashboard without navigating through multiple screens. This saves time and reduces friction in the visitor management process.
Placement and Visibility: Ensured the button is prominently displayed on the employee dashboard screen, preferably near related visitor management functions or notifications. Used intuitive iconography or clear text labels ("Create New Request") to enhance usability.
Integration with Calendar: Consider integrating with the employee's calendar system to facilitate scheduling and avoid conflicts. This enhances planning and coordination for both employees and visitors.
New appointment can be created quickly
Active and Close appointments
All active visits statuses
Visit request detailed card
Quick chat options for the user
Facility Manager - Components of the Dashboard
Visitor Requests Status Overview
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Purpose: Provide a quick summary of visitor requests and their current statuses.
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Implementation: Use a table or list format to display details such as visitor name, purpose of visit, requester, status (e.g., pending, approved, rejected), and timestamp of request. Include color coding (e.g., green for approved, red for declined) for easy identification. Allow sorting and filtering options to manage requests efficiently.
​Analytics - Total Visitors by Time and Number
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Purpose: Visualize visitor traffic trends over specific periods.
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Implementation: Use a line graph to depict the total number of visitors over days, weeks, or months. This helps in identifying peak visitation times and planning resource allocation accordingly. Include tooltips or overlays for detailed information on specific data points when hovered over.
Status of the visitor requests
Analytics -Approval Lead Time​
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Purpose: Analyze the efficiency of visitor approval processes.
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Implementation: Used a line graph to show the average lead time for visitor approvals. Categorize by different visitor types (e.g., employees, contractors, guests) to identify which types of visitors typically experience longer or shorter approval times. This insight can help streamline approval workflows and improve overall visitor management efficiency.
Donut Chart -Type of Visitors​
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Purpose: Provide a visual breakdown of the types of visitors accessing the facility.
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Implementation: Used a donut chart to display the distribution of visitor types (e.g., meeting, interview, vendor, client). Each segment represents a visitor type, with the size of the segment proportional to the percentage of visitors in that category. Include labels and tooltips to provide additional context and information.
New appointment can be created quickly
New appointment can be created quickly
New appointment can be created quickly
Reception
The office reception homepage for a visitor management system provides a centralized interface to efficiently handle visitor requests and appointments, emphasizing security and convenience.
Key features include:
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Visitor Status Overview:
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Displays a comprehensive dashboard showing the statuses of visitor requests (pending, approved, declined).
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Clear visual indicators and filters enable receptionists to manage entries swiftly and effectively.
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Appointment Creation:
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Integrated functionality for receptionists to schedule appointments for visitors directly from the homepage.
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Capability to capture visitor photos and scan ID proofs for identity verification and security purposes.
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Photo and ID Capture:
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User-friendly options to capture visitor photos using the app's camera feature.
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Integration with ID scanning technology to verify and record visitor identity details seamlessly.
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User Interface (UI) Design:
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Intuitive design with a responsive layout tailored for desktop and mobile devices, ensuring ease of use and accessibility.
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Prominent buttons and intuitive navigation for quick access to visitor registration, check-in/out processes, and appointment scheduling.
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Security and Compliance:
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Implementation of robust security measures to safeguard visitor data and adhere to privacy regulations.
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Features for users to manage consent preferences and privacy settings within the system.
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Notification System:
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Real-time notifications to receptionists and hosts upon visitor check-in and appointment confirmations, enhancing communication and preparedness.
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Administrative Tools:
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Backend tools for administrators to monitor visitor logs, generate reports, and analyze visitor trends for operational insights.
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Customizable settings to define visitor policies and optimize workflow efficiency.
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This homepage design aims to streamline visitor management operations at office receptions, focusing on enhancing security, efficiency, and the overall visitor experience through seamless appointment scheduling and robust identity verification capabilities.
05/ - Test - It's time to test the prototype
Overview​
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Usability Test Plan​
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Usability Test Findings
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Priority Revisions
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Next Steps
Usability Test Plan:​​​​
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The usability test plan for the visitor management app systematically evaluated functionality, user interface, and overall user experience. It focused on understanding user needs, assessing interface design, identifying pain points, and gathering feedback for improvement. 8 Participants included both employees and occasional visitors, performing tasks like visitor registration, check-in/out, and monitoring/reporting. Metrics such as task success, time on task, and error rates were measured. The test took place in a controlled office environment using real devices, with sessions recorded for detailed feedback. Analysis integrated quantitative metrics and qualitative feedback that generated actionable recommendations for enhancing app usability and user satisfaction.​​​
Usability Test Findings:
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Visitor Requests Status Overview
Positive Feedback: Users found the status overview table intuitive and easy to navigate. They appreciated the clear display of visitor names, purposes of visits, and current statuses.
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Suggestions for Improvement: Some users suggested adding filters to sort requests by status (e.g., pending, approved, declined) or date range to quickly find specific information. Enhancements in mobile responsiveness were also noted.
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Analytics - Total Visitors by Time and Number
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Positive Feedback: Participants found the line graph depicting total visitors over time informative and easy to interpret. They appreciated the ability to hover over data points to view
Suggestions for Improvement: Users suggested adding additional time intervals (e.g., hourly breakdowns during peak periods) for more granular insights. They also recommended including comparative data from previous periods for trend analysis.
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Analytics - Approval Lead Time
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Positive Feedback: Users found the bar chart displaying approval lead times helpful in understanding workflow efficiency. They appreciated the breakdown by visitor types, which allowed them to pinpoint areas needing improvement.
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Suggestions for Improvement: Some users suggested including benchmarks or average lead times as reference points. They also noted the importance of real-time updates to reflect current approval statuses accurately.
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Donut Chart - Type of Visitors
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Positive Feedback: Participants found the donut chart visually appealing and informative for understanding the distribution of visitor types (e.g., employees, contractors, guests).
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Suggestions for Improvement: Users suggested adding percentages or labels within the chart segments for clearer identification. Some also recommended incorporating interactive features to drill down into specific visitor types for more detailed analysis.
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Actionable Insights and Improvements
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Enhanced Filtering and Sorting: Implementing advanced filtering options for visitor requests (by status, date range) can improve usability by allowing facility managers to quickly locate and manage specific requests.
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Additional Granularity in Analytics: Adding more detailed time intervals and comparative data in the visitor analytics graphs can provide deeper insights into visitor trends and facilitate better resource planning.
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Benchmarking and Real-time Updates: Incorporating benchmark data for approval lead times and ensuring real-time updates in analytics can enhance decision-making and responsiveness in managing visitor flows.
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Interactive Features: Enhancing interactivity in the donut chart and other graphs (e.g., clickable segments, tooltips) can improve user engagement and facilitate more in-depth exploration of visitor data.
Priority Revisions:​​​​
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Implementing advanced filters (e.g., by status, date range) to enhance visitor request management.
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Introducing more granular time intervals in analytics for deeper insights into visitor trends.
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Implementing real-time updates for approval lead time analytics to improve operational efficiency.
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Adding interactive elements (e.g., clickable segments, tooltips) in the donut chart to enhance engagement and explore visitor demographics.
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Enhancing mobile responsiveness for optimal usability across different devices.
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Refining UI elements for clarity, including clearer labels and consistent color coding.
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Integrating benchmark data into analytics to provide performance benchmarks and identify areas for improvement effectively.
Reflections & Take Aways
The critical role of user-centric design in ensuring that the visitor management app meets user expectations and enhances usability, thereby boosting user satisfaction and operational efficiency. Iterative design and testing are essential for continuous improvement, addressing user feedback to optimize functionality and experience. Effective cross-functional collaboration among development, design, and user experience teams ensures cohesive implementation of enhancements. Data-driven decision-making, including benchmark integration and post-deployment monitoring, guides improvements and future updates. Embracing a continuous improvement mindset allows the app to evolve in response to changing user needs and technological advancements, ensuring long-term relevance and effectiveness.
Next Steps:​
The next steps involve detailed implementation planning to align tasks and timelines with development teams. Prototypes will be developed to integrate advanced filters, real-time updates, and mobile optimizations, followed by usability testing with target users to validate effectiveness and gather feedback. Iterative refinement will focus on addressing user suggestions and enhancing overall user experience. Development and deployment will follow, ensuring thorough testing and preparation of training materials to facilitate smooth adoption. Continuous monitoring and feedback collection will drive ongoing enhancements based on user insights and industry trends.