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Design Experience 1 - Pitch
Our consultants designed a self-service check-in kiosk to reduce workload for hotel receptionists and speed up the check-in process for frequent travelers. User research involved interviews and observations at various hotels. The resulting design uses smart cards for a 3-step check-in/out process and addresses accessibility, speed, and workload reduction through considerations for positioning, lighting, and allowing simultaneous check-ins. User testing was conducted and the final recommendations included a key dispenser and optional anti-glare shield.
Design Experience 1 - Pitch
- 2. Our consultants comefrom a wide range of industry backgrounds with experience in: • Academic research • Digital Technology • Government entities • Design • Psychologists About us
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- 5. Briefing Enhance speed ofservice for frequent travellers and reduce receptionists workload through redesigning self-check in machine Represent the solution through the following tasks: Check in and out, select type of room) Check out with payment and delivery of receipt
- 6. Frequent travellers ofall genders who are above the age of 16 Including the following users: • Tallest and shortest (standing) • Wheelchair (sitting) • With arthritis • Visually impaired Target User *All our designs follow the equality act laws
- 7. • Reduce workloadof receptionists • Enhance the speed of service • Cover as much of our customers’ needs as possible • Good cost benefit Business objectives
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- 9. carried out 15 interviewswith users / staff User research Observed 9 different hotels with self -check-in 65+ frequent travellers answered questionnaires
- 10. Current Issues Visibility SpeedMental model
- 11. Some of ourfindings “I get tired of traveling, usually. I hate wasting time on queues for check-in. The self-service machines are very practical…” “I like the warm cookies that Doubletrees always give you in the check in and how "warm" their receptionists are…” “People seldom ask for a receptionist to check them in. It does happen but only on rare occasions.” “... more people can be checked in at the same time and this gives us more time to pay attention to some other needs”
- 12. • Support differentlanguages • Reduce staff workload • Reduce time for check-in • Be within reach (and convenient viewing angle) of the target population • Be easy to install and maintain User requirements
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- 14. “When checking in,all I need are my room number, my room keys and the wi-fi code. I don’t need chit chat and I hate long queues… I would use a machine as long as it saves me time and works efficiently” Penny
- 15. “I hate itwhen we have to check in separately from my mates… It would be a lot better for us if we could check in together. This way, we can all go to the bar at the same time and have drinks for longer” Tyler
- 16. “I think self-servicemachines would definitely make me a more versatile receptionist… It will reduce my workload but I’m afraid that it would eventually mean that my services are no longer required” Marylin
- 17. Project focus Workload AccessibilitySpeed Smart-Card
- 18. Our design process CREATECHOICES MAKE CHOICES
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- 22. Check-in 3 Step Check-InProcess 1 • Touch in SmartCard 2 • Check Details • Change Details(Room, Meals, Late Checkout) 3 • Touch to Confirm (Card becomes Key)
- 23. Check-out 3 Step Check-OutProcess 3 • Touch to Confirm (Card becomes Key) 1 • Touch in SmartCard 2 • Check Bill (Email Receipt) 3 • Touch to Confirm(Key Deactivated)
- 25. Accessibility *All our designsfollow the British standards
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- 28. Positioning & Lighting *All our designsfollow the British standards
- 31. Speed & Workload *All our designsfollow the British standards
- 32. 4 customers 12customers BEFORE AFTER 6 minutes
- 34. • Reduce theworkload of receptionists • Quicker alternative for frequent travellers • Enhance accessibility • Simultaneous check ins and check outs Design benefits
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- 36. Timeline Building mockups User testing RiskAnalysis Posture analysis Etc User Research Data Collection Equality Act British Standards 3 person-days 5 person-days 5 person-days 10 person-days 5 person-days 12 person-days
- 37. • Key dispenser •Pin pad for payments by non members • Optional anti-glare shield Recommendations
- 38. Enhance speed of servicefor frequent travellers and reduce receptionists workload through redesigning self-check in machine
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