Our consultants come from a wide range of industry backgrounds with experience in: • Academic research • Digital Technology • Government entities • Design • Psychologists
About us
Briefing
Enhance speed of service 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
Frequent travellers of all 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
• Reduce workload of receptionists
• Enhance the speed of service
• Cover as much of our customers’ needs as possible
• Good cost benefit
Business objectives
carried out 15 interviews with
users / staff
User research
Observed 9 different hotels
with self -check-in
65+ frequent travellers answered
questionnaires
Some of our findings
“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”
• Support different languages
• 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
“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
“I hate it when 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
“I think self-service machines 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
Check-in3 Step Check-In Process
3 Step Check-Out Process
1 • Touch in SmartCard
2
• Check Details
• Change Details(Room, Meals, Late Checkout)
3 • Touch to Confirm (Card becomes Key)
1 • Touch in SmartCard
2 • Check Bill (Email Receipt)
3 • Touch to Confirm(Key Deactivated)
Check-out
3 Step Check-In Process
3 Step Check-Out Process
1 • Touch in SmartCard
2
• Check Details
• Change Details(Room, Meals, Late Checkout)
3 • Touch to Confirm (Card becomes Key)
1 • Touch in SmartCard
2 • Check Bill (Email Receipt)
3 • Touch to Confirm(Key Deactivated)
• Reduce the workload of receptionists • Quicker alternative for frequent travellers • Enhance accessibility • Simultaneous check ins and check outs
Design benefits
Timeline
Building mockups User testing
Risk Analysis Posture analysis Etc
User Research Data Collection
Equality Act British Standards
3 person-days
5 person-days5 person-days 10 person-days
5 person-days 12 person-days
Enhance speed of service for frequent travellers and reduce
receptionists workload through redesigning
self-check in machine
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