Collaborative Project

Check-in Solution

A check-in system for Government building

Role

Research, Ideation, Prototyping and testing

Type

Check-in system, Mobile application (ios), website

Timeline

Four Weeks

Tools

AdobeXD, Adobe Illustrator, and paper

This project is collaborative-based. The content displayed in this portfolio was outputs created by myself or otherwise, participated personally. Projects created by someone else will be credited. More details on the research can be found in my personal proposal (proposal one) and group proposal (proposal two).

Proposal Link:

https://drive.google.com/drive/folders/18sgCB4rkKd2nTf5vmmKW4G2_fEPB1NTX?usp=sharing

Overview

Problem

Individuals are finding it difficult to check in via Service NSW app, which creates problems for people that do not have the app and are not technologically savvy. The current QR system was prone to errors technologically or human, and therefore there is a need for a new system. This system must also meet the needs of the elderly, who we identified as our main user group

Solution

An RFID scanner with a light system- The RFID tags were considered our best option for elderly individuals, due to their simplicity it reduces the need for human action. This will also make the process of checking in easy, allowing them to go about their day as normal. By combining this with the traffic light system will furthermore help control the flow of movement when entering buildings.

User Group

Since the low mobile ownership was the main issue in the current QR system for the elderly, we conducted research on the common issues/concerns the elderly have associated with technology. We found that:

1. Decrease in speed and reaction time due to ageing impacts technological adoption

2. Complexity of devices made them struggle to learn technological products

Hypothesis

1. Checking in and out using RFID tags will relieve stress put on elderly individuals who find it hard to adapt to new routines and technologies as it will allow them to carry out their day as normal as possible

2. The automated light system using colour feedback will help streamline the process of checking in and also inform elderly individuals in understanding their check in/ out status.

Brainstorm

During the discovering stage, we’ve brainstormed the potential problem that our user group may face during check-in. This method enable us to identify the behaviours and surroundings during check-in.

Outcome:

Based on the brainstorm, we’ve identified the problems that could cause longer queuing time. This may result in people getting impatient and frustrated, which puts pressure on elderly people, who unintentionally held the line.

Preference of scanning barcode is can influence the time of completing the task
Not everyone have access to the app or mobile phone
Lack of staff support for check-in

Persona

Based on 8 interviews held, we’ve collected commonalities and created two persona. A secondary user group of people waiting in line was included to capture the frustrations of people who are busy and have limited time.

User Journey

A user journey is used to describe the frustrations Jennifer face during her check-in process. As illustrated, traditional barcode scanning can be time consuming for people with low technological literacy and slow phone. This can cause people become impatient, and we need a solution that can speed up the queuing time.

User Requirement

Learnability is critical - needs to be simple and easy to use

Efficient and convenient - a process that takes under 30 sec to complete

Automatic check in and out
Reduce time spent in lines

Reliable: don't want the system to shut down or have an outage

Does not rely heavily on one method of checking in

Enable usability without a smartphone
Options for adding dependants

Ideation

Once deciding on a potential direction for the design, we began to brainstorm how it would function, and its suitability for our targeted group. Based on this, a few potential issues were discovered with the visibility of the lights feedback, as well as if there would be any confusion with the lights.

Design Requirement:

1. project the light on the floor to ensure the feedback was in the user’s line of sight

2. Sound integration when passing the entrance to notify users (this will be especially helpful to those that have vision impairments or any form of blindness that would dispute the integrity of the lights)

Outcome:

After series of idea sketching as a group, we decided on a system that projects lights from both top and bottom. The traffic light system will help control the flow of individuals when entering the building. The panel will light up green when a person can enter, and then show red to inform the person behind them to wait until the person in front has successfully checked in. When the individual walks through the door and passes the RFID scanner, their personal information will be collected and they will be automatically checked in or out. The floor will then light up green and make a sound to show if their check-in was successful.

Initial Prototyping

For this system to work, the user must also carry a RFID tag, which we brainstormed different ways for users to carry it with them. We decided that a card format was best, to which they can purchase at news agencies or online and then register via our website by entering the card's unique id. Cards have the flexibility that caters to users, as they have the option to either keep it in their pocket or wallet, or even attach it to a lanyard for them to wear.

A/B Testing

To measure success, we will focus on usability and user studies through testing, by observing tasks and recording the time, number of mistakes, successes, physical and emotional states. We conducted AB testing on five users to see if both systems are needed. The users will be asked a task to complete, then after some time they will come back and test it again. After testing we will then ask a series of questions focused on usability, feedback, and visibility.

Testing A: Full RFID system + Traffic system

This system have two sets of light indicators. Top light acts as a traffic system that indicates if the user should proceed or not. The light reflecting on the floor provides feedback on whether check-in has been successful or not.

Testing B: System with only RFID

No traffic light indication.

Measurements

1. Usability studies: learnability, efficiency, memorability, errors, satisfaction (Norman)

2. User studies (testing prototype)

3. Timing

4. Physical and emotional states

5. Reactions

6. Mistakes/successes

7. Learnability: Test once, go away for a period of time, and then test again

8. Interviews: Ask questions to receive feedback on design

Test A result

Test B result

It was found that, majority of users got the card out, thinking they had to do something with it. Although this wasn't a major issue as a user just needs to have the card on them for the system to work. However, it was also shown that there were delays in responses, as many of the users got confused as to which light meant they were to proceed. Some knew to look at the light above whereas others looked at the floor, not realising it was only for check in feedback.

Outcome

1. Testing B prove learnability

2. Process of testing A was more complicated and confusing for users as they struggle to differentiate the two lights

3. Having lights on the side increases the chance of users noticing the light feedback

Final Design

For our final prototype, we improved the design by placing the scanners on either side of the entrance/ exit. These scanners, designed at eye level, are constructed using panels which light up red and green, to notify if the user has checked in. This variation not only improves visibility as having it displayed on the sides would still remain within the person's peripheral vision as they are walking through, but it can also be used to help structure entry and exit zones, further reducing confusion.

Illustration of the final design

We built a medium fidelity RFID system to demonstrate how the lights work when checking in. Video one indicates a successful check-in. Green light was reflected as users surpassed the RFID system. Video two demonstrates when checking in was done unsuccessfully. Red light and error sound will alarm users about unsuccessful check-in and users were required to re-enter.

Website

Since research has shown that the elderly were more comfortable using the computer and tablet as the display was bigger and easier to adapt to (see proposal one), I've designed a website UI to register an RFID card for the check-in system. The process of creating this prototype can be found in proposal one.

Main Features

1. Language options

2. adjustable font sizes

3. Simple interface for easy navigation

Enter the RFID card details if purchased in store

App (iOS) Version

I've also designed an app version to show how the UI will be displayed under the various platforms. Here, I've followed the same design as the website to maintain consistency and reduce user memory load. The app was designed with simplicity to ensure the interface will still look clean when fonts were adjusted. The process is to be found in proposal one.