Helping Security Guards Read their Schedule
ESI Security Services
June 2020
ESI Security Services provides well-trained officers, innovative technology, and security services to ensure a safe and secure environment in which to live, work, and play for their clients and community. They exhibit a genuine interest in the needs of their clients, always striving to meet and exceed their expectations.
Problem
From one side, some security guards, part-timers in particular, reported that they find it challenging to keep up and remember their schedule of assignments. This happens more when the assignment is 2-3 weeks away. From the other side, the Scheduling Department spends good period of time daily answering calls from security guards about the assignment location and how to get there.
User-Centered Design Process
User and Task Analysis >
We conducted a contextual-inquiry to understand the user needs and their challenge of knowing and remembering the time and location of their assignments. Sessions were followed by affinity diagrams and analysis.
Design Sprints >
At this phase, we started with sketches to translate our understating of the user needs into interfaces. Each sprint was followed by user testing for feedback and an update in the sketch, wireframe and user interface.
User Testing >
Each design sprint is followed by a user testing in an incremental methodology. User testing is then followed by a design update.
Outcome Sprints
Final Deliverable
The final deliverable was a set of simple, yet usable, User Interfaces. These interfaces were a result of 3 cycles of design and user testing to ensure all usability issues are fixed and an effective and efficient tool is delivered.
Our Reflection
Although we consider this to be a simple project, it made a huge impact on the users’ satisfaction. Moreover, users have reported that they now trust the new tool and are not confused about the time and location of their assignments. The client requested a stand-alone tool. However, we believe that this should be integrated with the phone’s calendar for future updates.