MyKey
Visitor Management Solution for SAP Guests. Mykey is a cloud-based self-serve visitor management app that enables SAP visitors and customers to easily register visitor details using a reception kiosk or mobile app, schedule appointments with SAP counterparts, and seamlessly walk in for meetings and workshops with zero wait time and seamless entry.
My Role: Solution Innovator, Researcher and Product Designer
Time: 2 months / Self-Paced Tools: Sketch, Axure RP
Office Visitors and Reception Staff Challenges
SAP Melbourne Office at St.Kilda receives an average of around 500 - 650 visitors a week based on customer events, business meetings, workshops, seminars and personal visits. The number can go really high when it comes to large customer events. ​
The reception is the first touch point for any visitor, and I truly believe the entry experience is very important as part of the whole guest journey.
At the reception, I observed an old computer that works as a kiosk. The visitors had first to meet the reception staff, who would ask a few questions regarding the purpose of the visit and then point the visitor towards the computer kept on the table who will then have to register their details in a form manually, the overall experience was time-consuming and super confusing for the visitor. The process was a first impression killer.
For pre-planned events, the organiser would send the names and organisations and the contact person at SAP to the reception staff. The passes were then printed on paper, had to be cut to fit the plastic badge manually, and kept on a table for the visitors to come and do a visual search and pick up that has their name printed. I also observed that the two reception staff were under tremendous pressure on the day of large customer events as most visitors needed help finding their name tags and required ad-hoc changes. Many visitors would approach the reception desk for meeting room location, wifi credentials and locate facilities ( washrooms, cafeterias) locations etc.
I decided to simplify the process and make life simpler for both visitors and the reception staff.
Idea spark
I got the project name (MyKey) and the idea spark of seamless entry and exit while travelling in public transport in Melbourne where I had to switch between trams and busses, and all I had to do was wave my Miki card ( myki is your ticket to travel on trains, tram and buses in Melbourne ) which had an app PT ( Public Transport Victoria ) where i can provide all my personal details including recharge and it allowed me seamless entry and exit to any public transportation.
Research & Existing Journey Mapping
Talking with the reception staff from SAP Melbourne, Sydney, and Brisbane offices gave me a good insight into the intensive process each location follows. What I did first was to create a journey map of a visitor from entering the office until exit and the time taken for the entry signup process. For this , I worked closely with the reception staff, who were more than willing to help me, provided me with all the details, and shared their pain points. This story is how I came up with the Visitor Management Concept.
Identifying Visitor & Reception Pain Points
Below are the top 10 high-level qualitative feedback and pain points that I clustered by interviewing 7 visitors and 5 reception staff.
Designing the Ideal Visitor Journey
With research data and feedback from visitors and reception staff, I received a solid foundation to define the conceptual models. I started designing the ideal end-to-end user journey pre-visit and post-visit, breaking them into the pre-visit experience and post-visit experience. I kept the designs at high-level thinking about just the touch points and seamless experience and not getting tangled with technology.
First, I defined the end-to-end experience journey that included how a visitor can pre-book a visit using a mobile app have a seamless entry when they arrive at the office premises.
Second , I defined the self-check-in experience when the visitor arrives at the reception without a pre-booking.
Third, I designed the host experience journey of getting notified about a visitor's arrival.
Product Design & Conceptualisation
I started putting the screen together and thinking of the cloud services that could be used to provide the least frictionless experience.
Example 01: This is a one-touch experience that would scan the visiting card of the visitor and converts them to text and automatically fill in the required mandatory details.
Example 02 : This is how the QR code will get generated for a visitor that allows seamless entry for meetings and events, an augmented reality option to find facilities in the building.
Example 03 : This is how reception staff experience and how they can view the visitors who have entered and exited the premise. View analytics and forecast of visitors by month, the peak days etc so that it helps the staff to plan.
Conclusion
I presented the design to the MD of SAP Australia and also to the HR department as a story, who loved the concept and gave the go-ahead to build the solution. Some of the highlights of the solution are :
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1. It reduced the overall visitor entry experience time to less than a minute from 15 minutes earlier.
2. Reduced the wait time of visitors to less than 3 minutes when they came to meet someone ad-hoc
3. Gave visitors a frictionless entry and exit experience without interacting with reception staff.
4. Gave the freedom to view building facilities ( washrooms, cafeteria ) without asking for directions.
5. Put a big smile on the reception staff, who were now under less pressure and saving all the printing and plastic tag covers and with the tools available for them to plan a better visitor experience.
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I handed over the design concepts to the internal development team responsible the development and deliver of the internal solutions and played a advisory role during the development process.