Overview

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I was approached by Fermax Asia Pacific to revamp their iPLUS Living mobile app designed for condominium security and residents. During initial discussions, two primary concerns were identified: outdated visuals and a confusing navigation structure, increasing the number of clicks. My strategic approach involved breaking the project into three phases, starting with a focused feature set for the security guards. This allowed for quicker product releases, facilitating user feedback and iterative improvements.

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Phase 1 Objectives

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The primary goal of Phase 1 was to modernize the user interfaces and enhance the overall user experience of the registration app used at guard posts. This revamp aimed to boost productivity for security guards and focused on three core functions:
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1. Vehicle Registration

Streamlining the process for registering pre-authorized vehicles for residents and guests, as well as managing entries for new vehicles, including pickups, drop-offs, deliveries, and service workers.
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2. Visitor Registration

Simplifying the registration of pre-authorized condo guests and managing walk-in guests and service workers efficiently.
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3. Amenities

Providing an easy-to-use interface for viewing and searching booking information for condominium amenities.

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Qualitative Research: Focus Group Discussion

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I initiated the research process by conducting a focus group discussion with 8 participants from various functions and departments within Fermax. Topics delved into understanding the tech infrastructure, cross-team communication, and work expectations for the security team. Key insights from this investigation pointed to several critical challenges:
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Ease of Use
The mobile app must accommodate elderly, less-educated guards who work in dimly lit environments, posing usability challenges.
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Task Completion
Swift task completion is crucial for vehicle registration and checks, preventing visitor frustration and operational disruptions.
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Data Accuracy
Precise data documentation is essential for security and platform functionality, requiring error-free inputs.

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Ethnographic Field Studies

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Next, I conducted an ethnographic UX research to observe and interview users (security guards) in their natural environments to gain a holistic, contextual understanding of their needs. To be specific, I seek to understand the application usage and experiences between our competitor and ours at different condominiums.
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1. Leedon Residence (Competitor App)

• Residential Units: The property comprises a total of 381 residential units, which is a larger scale than the previous scenario. There are two guard posts, each equipped with two entry lanes (one for residents and one for guests) and one exit lane.
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• Guard Team: One on-duty Chinese guard, aged 60, was stationed outside to facilitate the registration process using a tablet.
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• Registration Process: The registration process is notably more efficient, taking between 2 to 4 minutes per vehicle. This efficiency may be attributed to the design of a competitor's app, which is described as intuitive.
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• Repeated Vehicles: For vehicles that frequently enter the property, their details are already stored in the database. This significantly reduces the time required for re-entries. Additionally, the security guard cross-verifies the particulars as an added layer of security.
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• Vehicle Registration Flow: The vehicle registration flow begins with the new driver's purpose (1st screen), followed by driver particulars (2nd screen). Notably, the vehicle license plate is auto-populated by a smart camera scan, and sometimes residents provide imagery proof. This streamlined approach enhances the efficiency of the registration process.
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• Least Used App Feature: The 'Past Vehicles Log' appears to be the least used feature of the app, suggesting that users prioritize the primary functions related to vehicle registration.
  
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2. Cavendish Park (iPLUS Living App)

• Residential Units: The property comprises a total of 254 residential units. There is one guard post with a single shared entry lane and exit lane.
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• Guard Team: The security team at the guard post consists of two guards, both Malaysian Indians, aged 26 and 30. They've expressed concerns about the shared login credentials, which may pose security risks.
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• Registration Process: The vehicle registration process varies in duration, taking between 3 to 10 minutes per vehicle. The Fermax app currently requires a significant number of taps and manual data entry, leading to operational inefficiencies.
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• Traffic Congestion: During peak hours, vehicle queues form easily, resulting in traffic jams along the road leading to the property.
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• Technical Limitations: The gantry camera experiences delays in reactivation for the next vehicle, causing some vehicles to go unregistered, particularly when multiple vehicles enter simultaneously.
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• Security Concerns: For security reasons, one of the guards (Guard A) scrutinizes every entry, including those of residents whose vehicles trigger the gantry to open automatically. This results in a lack of records in the system.
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• App Legibility: The legibility of the app's typography poses difficulties, particularly for elderly colleagues, as reported by one of the guards.

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Information Architecture

A robust information architecture is the foundation that empowers users to swiftly and instinctively navigate the digital environment, locate the information they seek, and efficiently accomplish their tasks. Therefore, it is imperative that we prioritize a user-centric approach by reevaluating and understanding the perspectives and requirements of the actual users—our security guards—before embarking on the interface design phase.

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Lo-fi Wireframes

The new user interfaces have been crafted with a focus on core functionality. This design approach aims to streamline and expedite the registration process, minimizing the number of taps required to access additional features for the security guards.

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Design Audit and Guidelines

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1. Adaptation to Guard Environment

Dark Mode to White Mode: The shift from a dark mode to a white mode in the new design is motivated by the specific needs of security guards. Unlike videographers and engineers who use large monitor screens for extended periods, guards work in various environments, often with lower light conditions. The white mode ensures better visibility and usability in these diverse settings.
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2. Enhanced Legibility and Data Accuracy

Brighter Colors: While staying true to the original iPLUS branding, the use of green tones in the design serves to enhance legibility and improve data accuracy. These colors not only make the interface visually appealing but also make information more accessible and easier to read.

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3. Improved User Experience for Tablets

Tablet-Focused Design: The new layout is tailored for tablet devices and optimized for gesture interactions. This approach is in contrast to a traditional web app, which relies on a mouse and keyboard for navigation. Tablet-centric design improves the user experience for guards who rely on touch-based interactions, making the app more intuitive and efficient.

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4. Integration of Security Module

Centralized Ecosystem: By integrating the security module into the residential mobile application, we centralize the ecosystem and data management. This consolidation has the potential to reduce maintenance costs and save time. Guards can access all necessary security features within a single, cohesive platform, streamlining their workflow.

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Final Designs

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I proactively developed animated prototypes using Figma, offering key stakeholders a tangible representation of potential scenarios. These user scenarios included:

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1. Pre-registered Guest Vehicle
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2. Drop Off by Private Hire
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3. Food Delivery
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4. Walk-in Guests & Service Workers

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Upon receiving sign-off from stakeholders, I engaged in a collaborative effort with a remote team of engineers, spanning several sprints. Our collaboration encompassed activities such as grooming, quality assurance on staging environments, and iterative design refinements. This cooperative approach ensured that the envisioned design solutions were not only well-received but also effectively translated into a functional and user-friendly product.

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