Streamlining Event Access with a Check-in Solution
UX DESIGN
The Challenge
EngageRM builds vertical CRM solutions that leverage the Dynamics365 platform. It allows sports organisations and venues to consolidate information from all stakeholders and improve customer service while managing corporate hospitality, sponsorship, events, memberships, ticketing and many other internal business processes. SportRM is their events management software solution, and their goal was to integrate their database in a B2C online platform, where hosts and guests can swiftly access tools that create a simple check-in process on arrival at professional sporting events.
My Role
My role was to design the end-to-end journey for the events staff and the person attending the event with the aim being to remove a number of current manual processes for staff while enhancing the customer experience. The solution leveraged new smart devices that will remove any onerous input while ensuring the correct information is captured.
Note: Due to NDA, design files can be accessed via request.
Test & Deliver
User Testing / HiFi Prototypes
The Process
User workshops were held at each of the AFL clubs with the events team. We discussed their current check-in process, pain points and explored the dream features that could enhance the host/guest experience - being completely technology agnostic. There was positive and similar feedback amongst the football clubs, which allowed me to later map out the typical host experience. This map highlighted the process and possible features that could allow hosts to capture guest data efficiently. After understanding the data they need to capture, the typical check-in environment and the value the data provides post event, I started to develop low fidelity wire frames. I created two navigation flows - manual and scan that would aid guest check-ins with or without tickets. I gained important feedback in the user testing phase. I created a series of scenarios to test with Invision and noted their comments regarding placement, prominence and value of the features. After noting these insights, I worked closely with the developer - discussing and iterating different ways we can make the product technically viable.
