Problem

Customers were frustrated by the different ways to check-in to venues through the Service NSW mobile app. On top of this, more types of check-ins were being planned.

Solution

I co-led design to improve, consolidate and templatise check-ins for future use cases.

To improve safety at selected venues, we designed the ability to share credentials at check-in.

Process

There were 3 separate check-in features within the Service NSW mobile app: COVID, schools and venues. Additional check-ins were planned, including service centres, libraries, elections, prisons, hospitals and work sites.

I co-led design and research for ways we could improve the overall check-in experience.

To identify pain points and potential areas of improvement, we audited hundreds of pieces of customer feedback and ran collaborative workshops with designers, engineers, PMs and security.

We spoke to a number of businesses, construction companies and schools to understand their needs.

From our research we identified that our solution should: 

• unify all check-ins under one product
• simplify the steps needed to check in and out
• use reusable and dynamic components, so engineers could build new check-ins easier and faster
• allow a way for customers to share their credentials like Working with Children Check (WWCC) and White Card during the check in process to make it easier and safer for schools and work sites

I co-led the design and usability testing of new design concepts for our ideal check-in.

Customers found the process extremely simple, and easier compared to the original flow.

We explored how customers could share their credentials during check-in.

To dig deeper into use cases and opportunities, I co-led 3 rounds of research interviews with school admins, contractors (WWCC holders) and education policy.
The insights from this research showed that:

• Different school visitors all have different ID and document requirements
• The burden is on admin staff to interpret what those visitors have to supply — they all have their own systems and hacks like excel sheets, printed folders and filing systems.
• WWCC legislation is complex — there are different rules around who needs to provide one, and who can check them, depending on their relationship to the school
• These documents and credentials are usually shared with the school before the visitor arrives

I created a series of personas and journey maps based on this research.