This project involved developing a user-friendly mobile application for a security guard company to streamline reporting, and ensure data security, resulting in improved efficiency and client satisfaction.
PROJECT OVERVIEW
About JMS Security
JMS Security, a dedicated security service provider in Canada, specializes in safeguarding physical sites. Our mission is to eliminate perilous risks by providing well-trained security guards equipped with modern security technology and exceptional communication skills.
Problem Statement
JMS security guard company relies on outdated paper-based reporting, causing delays, errors, and privacy concerns. Clients struggle to access timely information about security activities.
Solution
Developing a user-friendly mobile app that streamlines reporting for guards and provides clients with real-time digital reports enhances transparency and efficiency.
My Roles: Wearing Different Hats
Our team consisted of four people, and it was a start-up-like environment where I had the opportunity to wear different hats. In summary, I was responsible for managing the project, leading the design process, and performing QA validation and UAT.
Empathize
Research
I analyzed 15 reports provided by JMS security guards. Due to the Non-Disclosure Agreement (NDA), I am unable to share these reports. However, I utilized these reports to identify consistent patterns in user-provided information, ensuring that these options are incorporated into the app. Notable patterns I observed include:
Guards consistently logged updates every hour
The most common observation was that the site was clear and secure with no incidents reported
One of the “Aha” findings from client interviews was that reports are only reviewed when incidents occur; otherwise, they are often left unread. This led to the identification of a need for a filtering system in the app. The system highlights reports that contain incidents, making it easier for clients to focus on relevant information when reviewing the reports.
User Interviews
Before I began working on the app, I had the opportunity to conduct informational interviews with JMS employees to understand their pain points and needs regarding the reporting processes. Below are some of the quotes they mentioned:
Personas
After talking to the users, I created three personas to represent the primary user groups for the R1 release. These personas help guide the design and development process to ensure that the app meets the needs of its users effectively.
DEFINE
User Flow
After conducting informational interviews and defining the users, I created a simple user flow to define the scope of work. This helped me understand which features and functionalities would depend on each other. We also held four work clinics with the developer to ensure that what I envisioned would be possible to implement.
IDEATE
Wireframes and Low-Fidelity Mockups
I was given a document outlining the key features and requirements for the application. Starting from wireframes, I progressed to high-fidelity designs, beginning with the Home Screen. This screen serves as the central hub, housing links to all the essential features of the app. This process also helped me to ideate the UI design for the application. Although the client initially wanted to keep the application in black and white, I proposed using blue colors instead, as they are associated with security and clarity. After presenting the UI in blue, the client agreed with my suggestion.
Design
Feature 1: Write You Report
The most critical feature was the report-writing functionality. Below, you can find the end-to-end flow of how users would fill out the report. This initial version of the report was later tested with users, and based on their feedback, several changes were implemented. Given our two-week sprints and agile process, these modifications were incorporated into the second release of the application.
Feature 2: Approve & Email Report
This introduces the second feature, where a supervisor, referred to as the "super guard," oversees the guards and their reports. The super guard reviews and approves each report before it is released to the client. We had two brainstorming sessions to discuss how the client should receive the reports. Since it was common for guards to make mistakes in their reports, having a super guard approve them was deemed a crucial step.
iterate
Report Design
Most clients prefer using desktops and printing out reports to review them when incidents occur. Therefore, after a guard fills out the report on mobile and submits it, the report will be converted into an A4 format and emailed to both the client and the supervisor guard to ensure it is suitable for printing. We faced some development limitations regarding including pictures in the reports. To overcome this, we decided to store images in a database. The viewer can click on an image in the report, which will then open in another tab.
DELIVER
R1 - User Flows
For the R1 release, I designed three distinct user flows:
Regular Guard: This user can fill out reports and submit them for the Supervisor Guard's review.
Supervisor Guard: This user reviews the reports submitted by Regular Guards and triggers the send to the client.
JMS Client: This user views the reports and monitors the guards on their site.
Developer Handoff
I lead the project from start to finish, addressing challenges like security risks and user acceptance while ensuring successful development and deployment.
RETROSPECTIVE
Reflection
I believe this project was a success, and I feel that I have improved in several areas:
Project Management Skills: I successfully led the development process from start to finish, which involved defining the project scope, setting clear milestones, and effectively allocating resources to meet deadlines and deliverables.
Communication and Collaboration: Throughout the project, I enhanced my ability to convey ideas clearly, negotiate requirements effectively, and solicit valuable feedback. I collaborated closely with team members, stakeholders, and clients to ensure alignment and satisfaction throughout the development lifecycle.
Version Control for Design: In Figma, I implemented robust version control practices for design iterations. This ensured consistency across different design stages and allowed for efficient management of changes. By maintaining a clear history of design revisions, I facilitated smoother collaboration and minimized the risk of errors or discrepancies in the final product.
Outcome
Business Impact
I believe this project was a success, and I feel that I have improved in several areas:
Two clients were successfully onboarded and switched to the JMS mobile reporting after the MVP release, resulting in saving 2 hours every week as no one had to pick up the paper reports, as well as saving space in the office.
Over 400 reports were generated in a 4-month period, resulting in streamlined operations and improved incident tracking.
Security guards filled out a satisfaction survey at the end of the year, indicating a preference for digital reporting over paper methods as it saved time and was easy to use.
