ORCHESTRATE

Guest Tracking App

 

CHALLENGE

Orchestrate Tracking App does exactly what is described. It allows easy tracking for guests at events including transportation tracking and private VIP event tracking for Brand Ambassadors. 

The goal is to re-evaluate the existing mobile app and understand the Brand Ambassador's typical event flows. After observing and hearing from BA's the pain points of the current mobile app, it would be a better experience building this app from scratch instead of re-working a clunky existing flow. 

SOLUTION

We approached building this app as if it was a new project by first understanding our users and their needs and current pain-points. From there, I followed the lean UX process to create hi-fi prototypes in order to test and validate. This app is currently live in the field and we continue to improve upon it in phases.

 

MY ROLES

+ UX Designer

DELIVERABLES

+ Proto-Personas Creation

+ Usability Testing

+ Journey Mapping

+ Hi-fi Prototype

 

DISCOVERY

Users

The Orchestrate mobile app will be used by Brand Ambassadors (BA's) who are trained at events to help transport and scan guests from events to buses. Because of the tight timeframe, we didn't have access to contextually observe BA's at live events and ask their daily tasks at actual events.  But we were able to hear from some BA's their top tasks and current pain-points to help guide us the right direction.

Our approach was to test with average users without much training and observe their usage. Overall, 4 of 5 users found the overall app extremely intuitive and easy to use, even without any training or background information. We are still waiting to hear back from BA's after a recent event to better understand iterations for next phase. 


IDEATE

Lo-Fi Sketches

I ran a white boarding exercise with another visual designer to sketch some initial concepts and organize the information architecture and better understand the flow of BA's at live events. After a few iterations, I started created hi-fidelity prototype, parallel path to the visual design work with a designer. 

Hi-Fi Prototype

The Orchestrate mobile app will be used by Business Analysts (BA's) who are trained at events to help transport and scan guests from events to buses. Because of the tight timeframe, we didn't have access to contextually observe BA's at live events and ask their daily tasks. Our approach was to test with average users without much training and observe their usage. Overall, 4 of 5 users found the overall app extremely intuitive and easy to use, even without any training or background information. We are still waiting to hear back from BA's after a recent event to better understand iterations for next phase. 

 

Assigning an ID flow

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TRANSPORT FLOW

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ACCESS TO PRIVATE EVENTS

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Usability Testing & Journey Mapping

From there, I facilitated a usability testing with 6 users who are not familiar with Orchestrate to gauge what new users would do. They were given specific tasks and used a mobile hi-fidelity prototype. 

 

GOAL

To identify if new users can successfully go through the process of assigning an ID card to guests, provide transport to events and provide access to special events. We tested with 5 users, then iterated and validated again to add future features to the backlog for continual improvement. 

 

TASKs

1. Assign an individual an ID card

2. Set up transportation and scan an individual 

3. Allow individuals access to private events

 

 
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Events Orchestrate Tracking App was used for:

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