Sole UI/UX designer l Singtel l Nov 2022 - Apr 2023
iVisit
iVisit is a mobile-first visitor registration and gantries access system covering all 24 Singtel premises.
OVERVIEW
I have designed for diverse personas, touch points and use cases, including:
2 Premises:
↪ Critical Locations: Data centers that has higher security requirements
↪ Commercial Buildings: Office staff
4 Personas:
↪ Hosts (Singtel staff and personal assistant)
↪ Visitors
↪ Backend Staff
Host Registration /Visitor Self Registration Use Cases
1.
Email Registration (Directly from Outlook)
Host can send an event invitation to the visitor, which iVisit can retrieve the event information to speed up registration process.
2.
Mobile app Registration
The host can use iVisit app to register the visitor, where they can input the visitor’s details.
3.
Self-registration
The visitor can pre-register themselves and provide their details in advance, which can help speed up the process on arrival.
4.
Bulk-registration
The admin can upload an excel file with visitor’s information filled.
5.
Receptionist registration
The host can register the visitor through a receptionist or security personnel at the entrance when the digital solutions are down.
6.
Mobile app Registration
The host can register the visitor on-site using their mobile app for last minute notice.
NATIVE MOBILE APP
For host to manage and register visitor
Persona: Including regular staff and personal assistants
INTERNET RESPONSIVE WEB APP
For visitors to register and obtain digital qr codes
INTRANET WEB APP ADMINSTRATIVE PORTAL
For admin users to manage and handle reporting functionalities
VISITOR REGISTRATION AS-IS
Commercial Buildings
Kiosk machines were used for visitor registration and QR code printing.
Critical Locations (e.g. Data Center)
Physical registration for secure building access at critical locations.
MY ROLE
As the sole designer, I was responsible for redesigning the visitor registration process and developing new digital platforms, including a web app for visitors, an app for hosts, and a redesigned admin visitor management portal. I collaborated with developers and the Singtel security team during the brainstorming phase to refine the solutions.
IMPACT
✨ Enhanced Security
→ Proper visitor screening and record-keeping.
→ Efficient and user-friendly security protocols.
✨ Better Data Collection
→ Clear and concise information collection from visitors.
→ Valuable insights for administrators on visitor trends and habits.
✨ Increased Efficiency
→ Streamlined registration process.
→ Reduced wait times.
→ Increased productivity for visitors and employees.
✨ Improved User Experience
→ Intuitive interface for a quick and simple registration process.
✨ Positive Brand Perception
→ Demonstrates Singtel’s commitment to valuing visitors’ time.
→ Provides a high-quality experience.
PRIMARY CHALLENGE
Design a user-friendly and efficient registration process that's compliant with Singtel's security policies.
INITIAL DESIGN
Singtel's policy mandates that hosts must accompany visitors into the premises.
In the initial design, the host needed to provide each visitor with a unique verification code in addition to the OTP sent to their mobile phones. This code, which must be entered within a 30-second timeframe, ensures the host's presence with their visitors upon entry.
USER TESTING INSIGHT
Generating and providing each visitor with their unique verification code was found to be time-consuming and cumbersome, 😤 frustrating visitors due to numerous steps and verifications.
Additionally, unregistered visitors could not join an event, requiring hosts to register them on the spot, further complicating the process.
HOW MIGHT WE...
Balance Security with User Experience?
SOLUTION
After numerous discussions with management and Singtel's security team, we streamlined the process for commercial sites and improved the process for critical sites.
Commercial Site Registration Process
For commercial sites, the registration process was streamlined by eliminating the 2FA verification code step. Instead, a one-time password (OTP) is sent directly to visitors upon entering their mobile number or email for verification, making the process more efficient.
iVisit (visitor web) - visitor registration for commercial site
Critical Site Registration Process
For critical sites requiring higher security, the process remained unchanged, but we increased the verification time to 5 minutes and enabled hosts to send the verification directly to visitors, reducing wait times.
.png)
iVisit (Host app)
Device-Specific Security Measures for QR Code Access
We have also implemented specific security measures for QR code access, as Singtel's policy mandates that hosts physically escort visitors into the premises.
↪ For iOS, the security team will be notified when the host takes a screenshot of the QR code, and the host will receive a warning to physically escort the visitor into the premises.
↪ For Android, the screenshot function will be disabled altogether. These measures add an extra layer of security to prevent unauthorized access to the event.
ADMIN MANAGEMENT PLATFORM
Following the app improvements, we added additional features that would be helpful for admin users managing a large number of visitors like bulk registration via excel as well as a dashboard to manage ongoing, past and completed appointments.
CONCLUSION
This project presented a unique set of challenges, balancing user experience with security requirements. I learned that close collaboration with stakeholders, including management and the security team, during user testing is crucial for understanding and addressing user frustrations. This approach allowed us to identify opportunities to streamline the registration process while maintaining robust security.