Enhancing check-in history 

Problem

Customers were frustrated because they could only check out of the most recent venue.

This made it difficult when they would have to quickly check in to multiple venues, such as in shopping centres.

Solution

I co-led the design, research and usability testing for a new way to check in and out from multiple venues.

Outcome

Through usability and A/B testing multiple designs, we came to a solution, where customers understood:

• how to check in and out
• what venues still needed checking out from
• which venues they could no longer check out from

Problem

Customers were concerned about their history of visited venues being used against them.

Since the COVID-19 pandemic began, rates of family, domestic and sexual violence had increased across the country and globally. We wanted to ensure that our products gave customers control over their privacy.

Solution

I co-led research to understand how customers felt about their location data, privacy, and if they had concerns around their history.

• Customers had differing levels of comfort with seeing their history, however they would all still use it because they could see the value of it
  
• Customers wanted a way to be able to control and hide their check-in history, without affecting contact tracing
  
• Most had concerns around their data and privacy, particularly around hacking and data leaks
  
• There were concerns around history’s impact on families and others experiencing domestic abuse and control situations

I co-led a design solution that allowed users to delete their history, while still allowing for contact tracing.

Outcome

We made recommendations to the wider team and NSW Health, however we were unfortunately unable to implement this feature due to technical limitations and deprioritisation.

As a simpler alternative we introduced a way for customers to check-in without recording any history.