{"id":400,"date":"2021-03-03T05:01:26","date_gmt":"2021-03-03T05:01:26","guid":{"rendered":"https:\/\/portfolio.cherylplatz.com\/?p=400"},"modified":"2021-05-18T22:48:25","modified_gmt":"2021-05-18T22:48:25","slug":"visitor-management-system","status":"publish","type":"post","link":"https:\/\/portfolio.cherylplatz.com\/?p=400","title":{"rendered":"Visitor Management System"},"content":{"rendered":"\n

The aging visitor management system (VMS) at the Foundation had hit end of life. Rather than just simply starting from scratch, the product team wanted to learn from the current system\u2019s strengths and weaknesses to ensure the replacement system has parity and perhaps exceeds prior standards. However, the need to complete a requirements document for the vendor was urgent due to continuing issues with the current system.<\/p>\n\n\n\n

Project Team<\/h2>\n\n\n\n

I was the sole user experience design resource on this project, and I was only allocated on a temporary basis. I engaged deeply during the discovery phase (3-4 weeks), intermittently during business requirements, and part time during the evaluation phase (8 weeks). My primary partner was the program manager for the project, and I also worked closely with the in-house developer working on the integration with the vendor code. <\/p>\n\n\n\n

Phase 1: Discovery<\/h2>\n\n\n\n

The discovery phase was under an intense time constraint, as there were existing vendor kickoff and delivery dates we had to influence. Any interviewing and reporting had to be completed within a few weeks’ time.<\/p>\n\n\n\n

Step 1: Project team engagement (1 week)<\/h4>\n\n\n\n

I attended a few kickoff sessions with the system vendor and the project team. HCD participation in these discussions informed interview questions, raised new questions for the vendor, and set the scope for our future engagement. I was able to move directly into the interview stage because my product team partners had already identified the key customers we should speak with during interviews and gained their buy-in.<\/p>\n\n\n\n

Step 2: Interviews & Observation (1.5 weeks)<\/h4>\n\n\n\n

Over the course of a week and a half, I conducted 5 interview sessions and informal job shadows where I watched customers interact with the existing VMS. Each interview was audio recorded and transcribed for analysis.<\/p>\n\n\n\n

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The original VMS user experience, as seen in one of the first interviews.<\/figcaption><\/figure><\/div>\n\n\n\n

Step 3: Analysis and Findings (1 week)<\/h4>\n\n\n\n

I reviewed the content of the 5 interviews, paying particular attention to the customer goals as they used the software. What were they trying to achieve, and what else is going on that might influence their situation? This analysis of customer goals led me to three sets of insights:<\/p>\n\n\n\n