Raptor Technologies Case Study
Opportunity
Raptor offers a web-based visitor management system wherein school districts are able to digitize the visitor sign-in process. The software can be configured to be visitor facing, allowing the school visitor to complete the sign in process via a self-service kiosk. However, the current iteration of this software does not allow first time visitors to sign themselves in and market demands call for a truly self-service product offering to allow front desk personnel to focus on their other duties. Furthermore – with a future ability to leverage facial recognition technology, Raptor saw an opportunity to deploy camera systems and integrate photo capture into the app flow. A recent acquisition also has allowed the company to offer a hardware solution that integrates a barcode scanner, camera and touchscreen tablet to make deployment faster for school districts.
Solution
1. Create a new kiosk product offering with integrated photo capture and simple flows to allow first-time visitors to sign in.
2. Build new design system that meets WCAG color contrast requirements and is scalable across modern web devices. Flexbox, em-based scale system, color contrast tools, SVG graphics and Sketch were utilized to meet this objective.
3. Configure ELO touchscreen displays and Microsoft Surface hardware to run our software with barcode and photo capture.
Process
Define the problem
Market Needs: School districts want a secure kiosk product that screens security threats against a database and allows efficient visitor processing. Front desk personnel have multiple responsibilities throughout the day and would like to minimize their distractions.
Business Needs: Create an enhanced kiosk product that can allow first-time visitors to sign in, leverage new hardware acquisition and facial recognition technology.
Research
Primary method of research was through ethnographic interviews of users and customers at school sites. Through these visits, our findings were that a high number of kiosks were being used in the simplest configuration possible that made sense for the visitor types at each school site. Examples include schools configuring the kiosk to use a visitor persona for all user types, even for that of students, contractors and staff, which was essentially a misuse of the product. This helped to reinforce the idea that our product should be as simple and effortless to use as possible for every user type. We were also able to capture frequently asked questions through interviews and to gather that feedback to help drive our roadmap and future kiosk product enhancements that couldn’t make it into our MVP release. Competitive research, form feedback submitted through the app, and phone interviews were used as additional methods of research.
Ideation
In this phase, there was a lot of close collaboration with stakeholders and the agile development team to convey ideas and to drive alignment on the vision. Once mutual understanding was achieved and ideas were solidified – I went into a low fidelity design phase to help communicate those ideas in a simple visual manner. Once flows were built out in Sketch, I took them back to stakeholders to walk them through what this new experience would look like for the user and iterated as necessary.
Delivery
Once the experience was defined – I was able to start designing in high fidelity and building out a new design system by defining components such as color usage, typography, inputs, links, form layouts and focus states. Once these were built out in Sketch and uploaded to InVision, I was able to more easily collaborate with developers on our agile team. Through the building phase of the application, close collaboration with development helped to improve the experience where we felt necessary to achieve the best user experience.
Scope of Work Delivered:
Served as project design lead including UX research and design for new self service kiosk product. Created and deployed new design system. Designed and developed pattern library reference for dev team.
