Design an app for valets to enhance the security of the valuables, attendance marking, trip tracking and communication for improved efficiency
About
In the present-day market, transporting high-value assets like cash, gold, sensitive documents, or luxury goods is fraught with risk. The serious risk of theft or embezzlement usually demands a significant investment in security personnel and infrastructure. Accordingly, a secured logistics IoT asset tracking system is needed to transport the valuable assets reliably and securely from your doorstep to a secure facility.
Box system is a combination of reliable hardware and software. It is transforming the way valuable assets are transported.
Timeline: 4 weeks | Process followed: User Research, Design Thinking, Designing Wireframes, Designing UI, Prototyping.
Problem Discovery
Valet Frustration: A Pain Point Unearthed
Meet Sanjay, a dedicated valet who strives for efficiency. But his current system relies on paper sheets and constant back-and-forth with the manager, leading to confusion and missed deliveries. This inefficiency creates a domino effect, frustrating Sanjay and impacting customer experience.
Unveiling the Solution: A Mobile App for Smoother Operations
There's a better way! Imagine an app that empowers Sanjay with real-time trip updates, clear instructions, and a direct chat line to his manager. No more misplaced paperwork or delays. This app would be Sanjay's all-in-one valet companion, ensuring smooth operations and happy customers.
This case study explores the design of a mobile valet app that bridges the communication gap between managers and valets along with improved efficiency. By focusing on real-time updates, clear task delegation, and a user-friendly interface, the app aims to streamline workflows and elevate customer satisfaction in the valet service industry.
Understanding the Valets
There's no better way to understand our users than by talking to them directly and gaining qualitative insights. We approached our client with this requirement, and they provided us with a basic list of employees who handle valet duties. To gather quantitative data, we then conducted a survey among the valets.
Additional Feedback:
- All users struggle with current communication and trip tracking methods (paper, verbal).
Users suggested adding features like:
- Messaging system for communication.
- Digital log for trip notes.
- User-friendly design and app reliability are crucial.
Check out the detailed study Opens in Figma
Following the survey, several key questions emerged that require further exploration:
- Overall Valet Experience: How satisfied are valets with their current work experience?
- Job Challenges: What are the biggest difficulties they face in their daily tasks?
- Selfie Attendance Concerns: Why are some users hesitant to use the selfie attendance feature?
- Trip Status Updates: How valuable do valets find the current trip status updates?
- Remote Access: Why are some users apprehensive about using remote access for secure boxes? Would providing additional information about security protocols alleviate their concerns?
- Unforeseen Issues: Are there any other concerns or feedback the valets have that the survey didn't capture?
To gain further clarification on the questions we have, we conducted in-person interviews with 4 valets.
Solution
Following a thorough analysis of user feedback and concerns, we developed initial prototypes for the valet app. We also drew inspiration from established and successful delivery partner apps currently in the market.
This approach serves two key purposes:
Elevating the Benchmark: By incorporating best practices from leading delivery apps, we aim to set a high standard for functionality and user experience within the valet app space.
Enhancing User Familiarity: By mirroring familiar design elements and navigation patterns found in established apps, we can create a smoother onboarding experience for new users. This reduces the learning curve and allows valets to feel comfortable using the app from the outset.
This combined approach ensures the valet app offers a robust feature set while remaining intuitive and user-friendly for valets of all experience levels.
Onboarding
The valet app onboarding flow is designed for a quick and effortless experience.
Box Pairing
To ensure efficient workflow, the manager assigns secure boxes to valets through the web app. Once assigned, the valet receives a notification directly in their mobile app. This notification eliminates the need for manual box retrieval and simplifies the pairing process. With a simple confirmation within the app, the valet can establish a secure connection with the assigned box. Following successful pairing, the app displays both basic and critical details about the box, providing the valet with all the necessary information for their assigned task.
Trips
Streamlined Trip Management for Valets:
- Trip Assignment and Visibility: Managers assign trips through the web app, which automatically reflect in the valet's "Trips" section within the mobile app.
- Trip Selection and Initiation: Valets can easily select the trip they wish to complete and initiate it with a designated button (e.g., "Start Trip").
- Seamless Navigation: The app leverages the user's preferred navigation app (e.g., Google Maps, Waze) for turn-by-turn directions to the customer's location.
- Real-Time Communication and Status Updates: Throughout the trip, valets can update their status (e.g., "On My Way," "Arrived") and communicate directly with managers or customers if needed. Additionally, the app allows them to report any issues encountered during the trip.
- Secure Item Delivery: Upon reaching the customer's location, the valet verifies the items and securely places them inside the assigned box.
- Flexible Return Options: Once the trip is complete and the valet returns to the branch, they can choose to either hand over the entire box or just the retrieved valuables, depending on the specific protocols.
Attendance Tracking
The attendance section in the valet app streamlines the process for valets to clock in and out of their shifts, while offering functionalities to enhance communication and record keeping. Here are some key features and descriptions you can highlight in your portfolio:
- Clock In/Out: Simple Interface: A prominent button allows valets to easily clock in at the start of their shift and clock out at the end.
Geolocation Verification: For added security, consider incorporating an optional feature that verifies the valet's location upon clocking in or out. This can help ensure they are at the designated work location.
- Availability Management: Shift Selection: Allow valets to view upcoming shifts and indicate their availability (available, unavailable) for each shift. This can be helpful for managers when scheduling tasks.
Reason for Unavailability (Optional): Consider including an optional field where valets can briefly explain their reason for unavailability (e.g., personal appointment).
- Break Management: Allow valets to take breaks through the app. This promotes transparency and avoids confusion.
- Attendance History: Maintains a record of the valet's attendance history, including timestamps for clock in/out, breaks. This can be helpful for payroll purposes and managing work schedules.
What's Next
Usability Testing: A Real-World Focus
Conducting thorough usability testing in a real-world setting is crucial before launching the Valet App.
This testing will involve evaluating both:
Happy Paths: Common and expected user workflows within the app.
Edge Cases: Less frequent or unexpected scenarios users might encounter.
By identifying shortcomings through usability testing, we can refine the existing designs to ensure a smooth user experience. It's always beneficial to identify and address usability issues before launch, rather than after development begins.
Valet App Success Metrics: A Multi-Faceted Approach
To evaluate the effectiveness of the Valet App, we'll track success metrics across three key areas:
User Experience:
Ease of Use: Task completion times within the app, and user satisfaction surveys. We'll also track onboarding tutorial completion and help desk ticket volume to identify areas for improvement in app usability and training.
Operational Efficiency:
Increased Efficiency: We'll track the total number of trips managed through the app, on-time completion rates, and communication efficiency through the app's chat function. Additionally, manager feedback and reduction in paper-based processes will provide insights into the app's impact on workflow and task allocation.
Security:
Robust Security Posture: We'll monitor login attempts, and security audit results to identify and address any vulnerabilities. Furthermore, tracking user-reported security concerns and the number of security incidents will be crucial for maintaining a strong security posture for the app.
By analyzing these success metrics, we can gain valuable insights and ensure the Valet App delivers a positive user experience, streamlines operations, and prioritizes data security.
And that’s a wrap…
