COATCHEX MOBILE APP
The CoatChex App seamlessly captures customer and product data, unlike the paper claim ticket. The app is designed to cater various users: the patron, the attendant and venue managers. All touch-points are focused on the different users with multiple functionalities on each screen to support the different needs.
ARRIVAL AND DEPARTURE PROCESS
Arrival: During the arrival process, the attendant would initiate the transaction by touching the home screen, the patron would then enter their phone number, which would be used as their “claim ticket’. Simultaneously, the attendant would scan in the item tag to enter the item in the system using Chexology’s NFC reader, once all items had been tagged, a swipe across the top portion of the screen would complete the transaction and send a confirmation message to the user.
To handle different edge case scenarios, additional features were implemented for this flow, such as international phone number picker, manual tag entry with tag color picker, deleting an item before processing, a receipt screen for rental exchanges.
Departure: During the departure process, the attendant had the choice to search an item by tag number, phone number or simply scanning the associated tag to the NFC reader.
The seamless process of arrival and departure of items, was the most visible aspect of the app to our patron user. To satisfy the need of our attendant and venue manager users, we built an in-app dashboard that allowed them have better insights of their stations.
The initial dashboard was broken down into three sections: An overview screen with basic diagnostics, device settings, kiosk number and device ID. A settings tab, that allowed attendants to edit some of the app features, such as additional equipment and features. As well the sessions tab to handle end of shift items.
The vision goal was to enable our attendant and manager users to have most of the features available on the desktop app as part of the mobile app, including managing employees, viewing reports, submitting support tickets, and allowing for in-app training.
MANAGING END OF SHIFT
One of the main pain points our customers encountered was at the end of their work, managing cash revenue from employees and potential claims of items. It was a long process that involved many different people and sometimes also involved a monetary cost to handle unresolved disputes.
The diagram below explains the phases in which some of our customers were dealing with this issue. Starting with attendants filling in a paper form with information about money collected and leftover or lost items, a manager would then have to digitally transfer that information into a google form, the following day a support representative would gather all the information and do a revenue and time reconciliation, submit any support tickets about missing/unresolved items, finance would approve the revenue, and the operations team would handle item disputes.
To help with this process, Chexology introduced the feature of Sessions. As a first iteration the feature allowed attendants and managers to easily manage items at the end of their work shift. That would ensure all information was reported and allow attendants to accurately report leftover items, as well as clear the system of items still marked as “open.”
HOW IT WORKED
Open/Close Kiosk: It was important at the beginning of each shift every kiosk was opened, and at the end of the shift closed.
When all kiosks have been closed the attendant or manager will close the session, which will send all data to the report.
Open/Close Session: Opening a session began with opening a kiosk. Closing a session allows attendants to manage items still open in the system, as well as outstanding/leftover items. Closing a session also generates a web report with all the information within that open session time frame.
Manage Open Items: Once all kiosks were closed, an attendant would able to view open items and close them, or mark them as leftover, right from the tablet.
FULL APP OVERVIEW
The below diagram gives an full overview of the mobile application vision, from creating an account, to setting up the application, doing the arrival/departure process, using additional features such as a monitor, and managing claims from an end-user and attendant side.