UX/ui

Connecting your
personal info with AR

Timeline

10 days

Client

Neoke

Summary

Meet Neoke, an innovative start-up empowering travelers with a digital wallet for identification processes. With Neoke, users can conveniently manage their digital information, providing easy access to hotels, airports, and security checkpoints during their trip.

For this project, Neoke approached us to integrate a scanning form feature into their existing app. This enhancement allows users to effortlessly enter places and automates outdated paperwork processes, making travel smoother and more efficient.

Team

Nicolas, Parvin, and Martin.

Tools

Figma (+Figjam), After effects, Photoshop.

Role

User research, feature analysis, user persona and user journey, Competitive analysis, developing of MVP, information architecture, design system, low-, mid-, and high fidelity prototype, mid-fi and high-fi usability test, a/b testing, desirability testing.

Deliverables

High-fi prototype of a mobile app, presentation deck.

01
Introduction

The client

While mobile payments have become a seamless experience, managing our personal information hasn’t quite caught up. We’re still relying on IDs and passports like our great grandparents did.

Neoke, our stakeholder, aims to be the essential bridge between your identification and check-in points, so the next time you travel to an airport, hotel, or any location, all you need is your phone to verify your identity securely.

Though the concept sounds incredible, achieving it is no easy. To gain acceptance, Neoke must undertake substantial tasks such as installing scanning machines, engaging with companies, and developing new systems. In the midst of these endeavors, Neoke approached us with an eagerness to explore a fresh and innovative idea.

02
The Challenge.

& our mission.

"Neoke assigned us to create an app to speed up the process of filling out paper forms. Our goal: "modernize the outdated paper forms system by seamlessly integrating up-to-date technology.

The app allows users to snap a photo of any form and auto-fill it with securely stored info from the Neoke app.

03
competitor
analysis.

Identifying direct competitors proved challenging since no one precisely mirrors Neoke’s unique requirements. Instead, we focused on studying competitors who address various aspects of our assignment.

Digital Id's: In the realm of traveling and check-in points, Clear and Airside are prominent companies, but their services are limited to specific regions and airlines within the US.

Augmented reality: Exploring augmented reality apps like Google Lens and Google Translator, we sought to understand their potential and areas for improvement. While both apps excel at capturing real information, we noticed a lack of personalization and proactivity in delivering valuable information to users

Fill & sin apps: they are excellent tools for automation. However, they lack sufficient user knowledge to efficiently assist in quick form filling.

We were excited! No one else was doing exactly what we were asked to do. But before jumping to conclusions, we decided to hear from our users and understand their thoughts on the matter.

02
Empathize.

As part of building a solution for filling out forms in hotels, we conducted a survey to understand the pain points users face during check-in. We received responses from 75 participants.

Qualitative research

We faced a significant dilemma. Users didn’t seem to experience any pain points in the check-in process at hotels, leaving us somewhat discouraged. This situation left us pondering: How can we address a problem our stakeholder wants us to solve when users don’t seem to have a pressing need for this solution?

Qualitative research

Qualitative research revealed that hotel check-ins weren't as problematic. Realizing this, we broadened our focus, crafting questions to explore all instances of paperwork during travel. Our interviews with 7 travelers unveiled intriguing new insights

When we explored into forms for car rentals, bureaucratic situations, and international travel, a glimmer of hope emerged. Pain points began to surface, revealing numerous opportunities:

  • Users strongly dislike filling out paperwork they’ve already completed online or in the past.
  • People see feel a strong aversion in process that require a lot time and thinking.
  • Many users like to plan ahead to make their travel experience smooth, similar to receiving keys to an Airbnb apartment and starting their journey without any hiccups.
03
Define

We crafted a user persona to bring together all the insights from our interviews.

User Persona

Meet Paulina — a mother of 3 children and owner of a catering business in Oslo. Every year, she and her husband escape the cold weather to enjoy tapas by the sea in the south of Spain. Paulina thrives on having things in control and in order, but in Spain, unexpected surprises are part of the experience.

User Journey

Picture this user journey. Paulina prepares her trip from Oslo, but due to a three-hour delay, she and her hungry kids finally arrive at a hotel in Spain. However, to her dismay, she needs to fill out paperwork not only for herself but also for her husband and kids.

The next day, they face an hour and a half wait at the car rental, adding to her frustration. Paulina is presented with a stack of paperwork to fill and sign.

Later, at a restaurant, Paulina struggles with the Spanish menu, and her daughter unknowingly consumes peanuts, triggering an allergic reaction.

Problem statement

How might we..?

Using the problem statement as a reference, we formulated three foundational questions to guide our process:

How might we aid Neoke Users navigating forms & docs outside of the Ecosystem?
How might we help parents or large groups managing their group information while traveling ?
how might we guide travellers through texts and forms in languages they don’t understand?

MoSCow

As a team, we gathered and engaged in brainstorming sessions to explore various solutions that could address our main questions. With so many options to consider, using a MoSCoW analysis was incredibly helpful. It allowed us to see things clearly and focus on the most important elements for our prototype.

Minimum Viable Product
(MVP Statement):

We shifted our focus from check-in at hotels to helping people navigate through outdated technology, such as dealing with lengthy car rental forms in Spain, understanding information in different languages, and safeguarding sensitive data. As a result, we determined that our MVP (Minimum Viable Product) should be the following:

The goal of the Neoke navigator is to aid its users with filling out forms presented to them by service providers outside of the ecosystem.

This technology also allows them to operate, fill, edit and share other texts both in digital and paper form.

In simpler terms, while Google Maps guides you from point A to point B, Neoke navigator helps you when you are stuck in point B.

05
Ideate

We decided to structure the current app into four main sections: Wallet (home), archived files, profile section, and navigator.

Site map

a) The Wallet serves as the app’s home, providing quick access to all essential travel information:

  • Documents: Personal ID, passport, or driving license.
  • Group Documents: Personal IDs or documents associated with your travel companions.
  • Boarding Pass: Details related to your travel ticket.
  • Hotel Tickets: Identification required for accessing hotels or accommodations.

b) Navigator: In this section, you can scan documents, QR codes, or menus. The app automatically detects the document type, enabling translation, autofilling personal and group information, and warning about private data.

c) Archived Files: This section stores any past information not currently accessible from the home screen.

d) Profile: Here, you can edit and add any personal information required for your travels.

User Flow

Our primary focus was on the navigator, and for our assignment, we created three user flows:

  • Paulina logs in and updates her profile with necessary information.
  • She effortlessly scans a form, which is automatically filled out and sent.
  • When she points her phone at a menu, the app translates it in real-time and detects any potential allergies, ensuring a safe dining experience.

Lo-fi:

We conducted brainstorming sessions and developed low-fidelity wireframes to visualize our ideas.

We conducted brainstorming sessions and developed low-fidelity wireframes to visualize our ideas.

Mid-fi:

Using the valuable feedback we received, we crafted mid-fidelity wireframes, incorporating the comments and resolving any issues with the product.

Areas for improvement highlighted by users

  • Navigation at the beginning needs to be clearer to distinguish between different folders:
  • The purpose of the navigator should be apparent with an onboarding process.
  • Users feel the need for more robust login security to ensure their app is protected.
  • Differentiation between exclusive user information and Neoke-accessible data needs to be clearer.

Moodboard & Style tile:

During the branding and visual design stage, we assessed Neoke's app design, noting its simplicity and formality, which didn't align with our vision of a user-friendly navigator for all families.

To maintain brand consistency and add diversity, we introduced light and darker shades of purple while keeping the existing color scheme. We also added vibrant green, blue, and yellow as secondary accent colors for a fresh and engaging look.

We used Inter to enhance readability in interfaces with numerous functions, and Roboto was incorporated in specific sections to differentiate titles and highlight essential information, achieving a balanced and user-friendly design for the wallet navigation.

High Fidelity

Happy path 1

Pauline effortlessly logs into the Neoke app using Touch ID recognition and Neoke scans a paper document and automatically fills in the information. Later, Neoke completes forms for other family members and sends an email containing a secure link.

Happy path 2

Paulina updates her daughter Astrid’s dietary section with info about her peanut allergy. Pauline and her family enjoy a dinner out. The Spanish menu is auto-translated to English with peanut warnings. Happy ending! At the end, no one is sick.

Happy path 3:

Paulina delves into her wallet and archive folder, meticulously examining her collection of documents and paperwork.

09
Next steps
  • Expand user testing for valuable feedback, despite time limitations hindering extensive high-fidelity testing such as A/B testing, heat maps, and user interviews.
  • Strive for continuous improvement in functionality, usability, and visual appeal for global travelers. While the current focus is on three happy paths, be open to exploring new possibilities and validating assumptions through further testing.
  • Uncover Neoke app’s potential beyond traveling. Users’ inquiries about using it for bureaucratic forms and data management reveal untapped opportunities, urging us to explore alternative use cases.

Key learnings

  • Gain fresh insights by taking a step back: Initially, we struggled to identify user pain points, but by zooming out and examining different areas, we discovered valuable pain points that were previously overlooked.
  • Give priority to user feedback: We realized that the real annoyance lay in navigating long and outdated paper forms. Bridging the gap between evolving technology and outdated processes, especially for identity verification, became essential.
  • Collaborate with stakeholders for clarity: Understanding both user needs and stakeholder expectations was enlightening. Despite some conflicting requirements, open communication allowed us to adapt assumptions and pivot towards solving a genuine problem. Stakeholder adaptability proved invaluable throughout the process.

Thanks for reading! And a big thank you to my team for being a great support throughout this journey.