CAE Check-in
The primary issue we faced was significant wait times at the training centre kiosks, leading to a backlog of users and increasing pressure on customer service staff. To address this challenge, our goal was to streamline the check-in process, reducing both the time required for interaction and the reliance on user input.
Challenges
The existing training check-in process involved cumbersome user interactions, resulting in long wait times and congestion at the kiosks.
Users were spending an excessive amount of time navigating through screens and inputting information, leading to frustration and inefficiency.
The high volume of users compounded the problem, creating bottlenecks and hindering the overall training operation.
Strategy
To tackle this challenge, our team embarked on a comprehensive redesign of the training check-in experience.
I focused on simplifying the user interface and minimizing the steps required for check-in.
Implementation
Streamlined Interface - We redesigned the user interface to prioritize essential information and actions, reducing clutter and visual noise. Clear and intuitive navigation paths were established to guide users through the check-in process seamlessly.
Reduced User Input - Recognizing the burden of extensive user input, we optimized the system to minimize the amount of information required from users. Leveraging data intelligence and predictive algorithms, we pre-populated fields wherever possible, eliminating the need for manual input and expediting the check-in process and worked with the business to capture information at other touchpoints.
Efficiency Enhancements - Technical optimizations were implemented to enhance system responsiveness and speed. This included optimizing backend processes and leveraging caching mechanisms to deliver real-time updates and information retrieval, ensuring a swift and fluid user experience.
Results
Time Savings: By streamlining the interface and reducing user input requirements, we achieved substantial time savings for each check-in interaction. On average, users saved up to 35 seconds per check-in, resulting in a significant reduction in overall wait times.
Reduced Line-up: The combination of interface enhancements and efficiency improvements led to a 35% decrease in the length of queues at the kiosks. This alleviated congestion and reduced the strain on customer service staff, resulting in a smoother and more efficient check-in process.
Enhanced Customer Satisfaction: With shorter wait times and a more streamlined check-in experience, user satisfaction scores improved noticeably. Users reported greater ease of use and convenience, leading to a positive perception of our training programs and services.