Corporate visitor registration application
Lead product designer / Feb – Jul 2024
In preparation for the grand opening of a global company’s NYC flagship office, I designed a new visitor registration application. I worked in close collaboration with stakeholders, the development team, and a group of sponsor users to create a seamless user experience.
This application is now used globally by regular employees, executives, and their support staff when they host visitors to any site.
A defining feature of this new application is the calendar view I designed, where hosts and receptionists can see all past and upcoming visits. In tandem with my work on this project, I led a workgroup to contribute a calendar component design to the company’s design system.
In collaboration with another designer, I completely redesigned the business process associated with obtaining a workplace accommodation at a global company.
Through extensive user research, stakeholder negotiations, and the design of a new application, we led a business process transformation that resulted in a 39% reduction in manual steps and the global expansion of the tool.
I was awarded the 2023 Culture Catalyst Award for my work on this team. Our design team was also recognized with the Q1 2023 Design Hero Award for our efforts in user experience design, collaboration, and design thinking.
I began discovery with an analysis of artifacts from the company’s legacy visitor registration tool. Equipped with survey results and a heuristic review, I started to identify opportunities for improvement.
Once I outlined user flows for each of the six user types, I held interviews to gauge pain points and priorities for a new tool. These feedback sessions helped me understand where to expand functionality, where to streamline, and a few key problems I had to solve:
Receptionists depend on the visitor registration tool to do their job, but they have no visibility beyond the current week’s events. That means on a given Friday, they’ll have no idea how many guests to expect on the following Monday.
The booking process allows hosts to select a date, but no time. Hosts, receptionists, and guests are often not on the same page about when they’ll arrive.
Email communications are inconsistent and confusing.
Using the insights I gained in my discovery phase, I designed a user experience with several key features:
The calendar landing page reduces friction and offers improved visibility for hosts and receptionists. The legacy tool contained a long list of upcoming visits, several clicks into the application. In the new tool, users can immediately see all past and future visits. They can easily jump to a specific date, adjust their view with various calendar layouts or a list view, and filter by site or check-in status.
The “upcoming visits” page in the legacy app compared to the new customizable calendar/list view layout
The new “book a visit” and “check-in” flows solve major pain points in regard to aligning hosts, receptionists, and guests. I simplified the user experience of both into more logical flows that capture only the information necessary for coordinating a visit and security reporting. The new experience also allows users to register and check-in multiple guests at a time–a highly anticipated timesaver.
I divided the “book a visit” flow into logical, digestible sections.
The communication strategy offers a comprehensive schedule of notifications across different channels. Users can set their preferences to receive visit information via email, SMS, or Slack. Hosts and guests will receive personalized emails when the visit is confirmed, when the visit is one day away, and when the guest arrives to the check-in location.
Example email/SMS notifications for a guest when a visit is booked
Usability testing informed various user experience improvements. Based on feedback and goal completion rates, I refined the UI and further streamlined email communications. Testing revealed our notifications were conflicting with automated messages from the guest wi-fi provisioning tool, so I provided their team with design support. We reworked their communication strategy to ensure a cohesive user experience across these integrated tools.
The new visitor registration application launched globally in July 2024, just in time for a series of executive events at the grand opening of a global company’s flagship NYC office.
Our usability test showed high satisfaction ratings across user groups:
satisfaction rating of hosts booking a visit
satisfaction rating of receptionists checking visitors in
Design systems contribution
As I designed the visitor registration application, I led a workgroup to contribute a calendar component to the Carbon Design System.
I conducted discovery research, created a roadmap, and facilitated weekly meetings with a global team of designers and developers to create a fully documented and accessible component.
Find more details about the process and outcomes on the Design systems page
The final designs I contributed to the Carbon Design System
