Mike Propst User Experience

Mobile Checkin App

iPad app and Service Design evaluation

Roles User Research Information Architecture UI Design Service Design
Tools User Interviews OmniGraffle Photoshop

I helped create a web-based application to be used on iPads for the purpose of checking guests into the TED conference. Along with product managers, I participated in interviews with the event management staff to determine needs and map the user journey. While Service Design for the entire attendee user journey was begun, only the checkin system was in scope for this particular project, with a conference only a couple weeks away at the time. The target users were volunteers who would not have time to be trained at all in the checkin system software.

What I learned

Service Design is not quite the fad term that it was when I worked on this project, but I fell in love with the concept of taking UX into the real world. At TED, the experience is characterized as "white glove:" a high-touch, super-personal guiding of attendees through the process of application, registration, travel, and attendance. Many of the features of this app were built with that in mind, to bridge the gap between some of the physical touchpoints.

Selected Images

Services Blueprint

Captures the multiple touchpoints and multiple user types who will interact with the app. This chart was an audit of the existing process that was used to identify breakdowns, pain points, and non-ideal situations for remedying in the finished product. Click to see it (somewhat) bigger.

Services Blueprint (Excerpt)

Captures the multiple touchpoints and multiple user types who will interact with the app. This chart was an audit of the existing process that was used to identify breakdowns, pain points, and non-ideal situations for remedying in the finished product. Click for larger version.

Dashboard

Volunteers already know from door staff and attendees' iPhone apps who has arrived, so they can be prepared with a personal greeting when they see the person in the photo.

Live Search Results

With a large number of attendees in the lobby, it can be helpful to find a specific name. Live filtering of the list enables the volunteer to get there quickly.

Viewing an Attendee

The "white glove" personal touch continues in every interaction offline and off — attendees' accommodations are available in the app so the attendee is sure to receive their gift bag at the hotel.

Editing Attendee Information

If the hotel is not already set, the volunteer can enter it here through the app.

Confirming Attendee's Badge

When all the info has been entered, the volunteer can then verify it to print the badge on a wireless printer directly from the iPad.

Editing Badge Information

If any of the attendee's info is incorrect, the volunteer can change it before printing the badge.