iDU
Nightlife
Scanner
2024
In the bustling world of nightlife venues, ensuring efficient entry and heightened security is paramount. Many venues sought to upgrade their ID scanner systems for a more streamlined flow. Recognizing this opportunity, our team dove into enhancing user experience through comprehensive research and strategic improvements.
My Role
Senior Product Designer
UX Research
Workshop Facilitator
Mentor
Team
Senior Product Designer (me)
Mentee Product Designer
Backend and Frontend Engineers
Product Manager
Customer success
Timeline
2 months with ongoing iterations
Nightlife venues faced frustrations with inaccurate scans and new security guards scan speed. Feedback and user research highlighted a critical gap: insufficient onboarding materials highlighting ID scanning best practice and upskilling new security guards.
To tackle this challenge head-on, my mentee and I embarked on a journey of user research and customer feedback gathering. Through interviews with security staff and venue managers, we uncovered key pain points:
Complex Onboarding
New security guards struggled with the initial setup and operation of ID scanners.
Accuracy concerns
Existing scanning procedures sometimes led to inaccuracies in ID scanning, impacting venue operations.
User Problem
73% of respondents in a survey conducted stated that they had inaccurate data scanning through and time spent by managers training new security guards on the scanners.
Face to face user interviews and observations concluded that they were not using scanning best practices and everyone had their 'own' way of using the scanner.
Impact
The easier we make it for users to onboard new security guards and trained on best practices, the more likely the scans are accurate and quicker.
KPIs:
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Increased scan speed
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Increased scan accuracy
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Increased comprehension of ID scanner
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