Traction Guest - Appointments

In the Fall of 2020, it became clear that some of our clients with larger workforces, such as film studios, were slowly ready to get back to their places of work.

Until recently, the frontline worker had to send individual invitations for each person they expected on site. If the details of a given meeting changed, there was no efficient way to manage them except by tirelessly editing each invitation. Our clients were looking for a solution to make this easier.

HOW MIGHT WE

make it simpler for frontline workers to invite and manage groups of visitors.

The person who is responsible for inviting and assisting everyone who comes through their office. Their job can be stressful both from the sheer volume of people ensuring everyone follows their check-in process put in place.

DEFINING SUCCESS

Save Time

The user should be able to edit many invitations in bulk, saving an organization valuable time.

Support Employees

Giving the employees of our customer the same safety and security measures their visitors have.

Easy to use

Using easy-to-understand language and iconography. Lessen the cognitive load the user requires.

IN SCOPE

• 3 months - (to be completed in current quarter)
• Make inviting multiple visitors more efficient
• The ability to change the details of a group visit
• Set a capacity limit for a group visit

NOT IN SCOPE

• Has to rely on existing code and layout structure
• A visitors group visit check-in experience
• Changing the owner of a group visit record
• Building date filtering into the group invitations

CONSTRAINTS

• Current information architecture must be used, developer bandwidth is not available to change it 
  
  
• It is recognized that the current design system (or lack thereof) is breaking design principles (icons not recognizable as buttons, layout guidelines limit the amount of information that can be shown)
  
  
• We didn’t have lead time to perform generative research and develop a solution before the quarter began.

EXPLORATION

Progression of ideation - click to view

We conceptulized Meetings as a top level page. This required a change to our application information acrchitecture. 

I ideated meetings as a form of invitation. This too was limited by our database model and code complexity. 

Iterating through form design,
from ideal to achievable

Concept that included multi-invite creation. The development team shared that it was too complex to create multiple invitations. 

Concept that split the meeting details and invitations to lessen the cognitive load

Final iteration of the meeting invitation form, multiple invitations creation was descoped. Invitations would be created seperately. 

USABILITY TESTING

Goals

• Do users understand how to use this new functionality nested within a Location page?
• Do users understand what an appointment is and how to create one?
• Do users understand how to manage invitations and appointments
• Do users understand what a registration link is for and where to find it?
  

Feedback

• 75% of users said a notes/description field was missing. This would help them set context around the event for their colleagues.
• Address field would help assign a location to a group invitation.
• Iconographic buttons did not perform well, users did not immediately understand their function

LEARNINGS

• This still was far from a perfect solution. Users showed that they were able to use our designed solution but I was aware that it was still flawed from an information architecture standpoint
  
  
• Future exploration - because invites all share the same property, it is worth exploring if there is a way we can represent a group of invitations alongside individual invitations. Our users struggle to understand the difference between an invitation and an appointment.

© Sumit Sekhri 2019

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