Zoox Pass

overview

The objective of this project was to redesign the solution, keeping some key features and functionalities that was essential to the product.

company

Zoox Smart Data

Role

UX Designer

Contributions

I was responsible for developing the new layout, make the usability testing and all the adjustments needed and also keep up with the development team.

Background

Zoox Smart Data is a technology and innovation company focused on applying integrated solutions on Big Data, Machine Learning, AI and Analytics for Customer Experience, Business Intelligence and hypersegmented media monetization.

I joined the company in September 2021. During my time there, I contributed to the development of all three company products, created various components, and assisted the team in maintaining the design system.

As UX Designer in this project, I worked closely to the PM and development team, from the design strategy, research, prototyping and usability testing.

Understanding the project

Context

Zoox Pass is a contactless web checkin, that allows you access your data. The identification is automatic and the release is immediate. Our API for biometric authentication and facial recognition already operates integrated to the main management systems in the Hospitality and Healthcare segments with Zoox Pass Hospitality and Zoox Pass Health.

Due to information confidentiality of the product, the project description below will be brief and without data that compromises the integrity of the product.

The objective

The objective of this project was to redesign the solution from scratch, keeping some key features and functionalities that was essential to the product. Some of the points we'd kept in mind during the process of redesign:

The product's use in mobile and desktop devices is 50/50. So for this project we needed to create very similar experiences.
The product count with some important rules and regulations related to data protection that we should keep in mind. So in this case It must be very didactic since audiences of different age groups will be able to use it.
We should encourage the user to provide their information in Zoox Pass, as their first option for the not otherwise.

Solution Desing

We developed a new interface, focusing on key features and introducing additional functionalities. A significant challenge in designing the user flow was gathering extensive user information across multiple steps and inputs while ensuring the process remained engaging and clear, avoiding boredom or confusion.

During this process we had some insights of making the user's flow flexible. In other words, the company could choose which questions and features would provide for its customers.

Because of that, we also created a administrator panel, which allows the company not only customize the optional questions in the form, but also customize elements of the layout, providing a visual recognition in the part of the user and a better experience.

Usability Testing

After designing the solution, we conducted the first two usability testing rounds: one with hotel managers and staff, and the other with real users. We tested with 8 staff members and 47 users.

The overall result was very satisfying. We received good feedback, along with improvement points, and we also noticed some red flags in certain features and layout. This led us to make some corrections and conduct another round of usability testing using the same model: staff members of hotels and real users. This time, with a smaller sample, only 5 staff and 15 users. During this round, we didn't identify any important corrections after the test.

TakeAways

Working with my initial large-scale team offered invaluable insights. Interacting closely with an extensive development team granted me a comprehensive perspective on our product, facilitating early error detection and corrective actions.
Engaging in testing sessions with hotel stakeholders proved enlightening. Gaining insight into their perspectives allowed us to grasp their needs and challenges, while also receiving crucial feedback.
Adapting to accommodate the substantial number of developers involved necessitated significant enhancements to my documentation practices. Ensuring clarity and comprehensiveness was imperative to streamline development processes without disruptions.