Central Access Request Tool (CART)
Project overview
- Company
- Comcast
- Product Owner
- Central Division Facilities Team
- Date
- 2021
Introduction
CART is a centralized access and security management tool for the Central Division. The benefits include a single source of records to increase visibility on security related data. It will also provide audit and report features.
The tool’s design will provide a better user experience for employees making badge and parking requests. It will also support management’s security audit processes.
Design Problem
Design a consistent user experience and simple workflow for employees ranging from VPs to managers and customer support agents.
Design Solution
An iterative, design thinking approach that involved all stakeholders including product owners and software developers. Business and technical requirements were met while fulfilling user needs.
Design Process
User Research
The design process starts with understanding the user. In this project the product owners would also be using the tool, so it was important to differentiate the various user roles. The following roles were identified:
- Employee
- Manager
- Contractor
- Point of Contact
- Security Auditor
- Badge Admin
- Area Owner
My research included surveys and user interviews with employees in HR and Facilities/Security departments. A total of 5 employees were interviewed. Interviews were conducted via video calls and the surveys by sending a questionnaire via email.
Research Findings
- Users were often frustrated with the inability to track the current status of badge or parking requests
- Badge requests were often sent with photos that don’t comply with regulations or without photos at all
- Request sometimes included incorrect shipping or access request location addresses
- Existing process (using email) is unreliable and inefficient
Personas
CART Persona: Security Auditor
CART Persona: VP Finance
User Flows
Information Architecture
Based on the business requirements and user feedback, high level content categorization and taxonomies were identified.
Low Fidelity Wireframes & Prototype
After the information architecture was finalized, the next step involved translating the diagrams into low fidelity wireframes.
High Fidelity UI Mockup
The wireframing step required several iterations due to user feedback. After the wireframes were accepted by the team, high fidelity UI mockups were designed
My Role
UX Researcher
Product Designer
UI Developer
Design Tools
Axure RP
Adobe Photoshop
Visual Studio Code
CSS
HTML
UX Activities/Deliverables
User Interviews
Information Architecture
Site Map design
Low fidelity Interactive Prototype/Wireframe
UI and UX design
High Fidelity Mockup Design and Asset Management
Design concept presentations to project team and management
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