Observations/Interviews:
- Student desk worker:
- observations
- works only in one dorm
- typical hours are evening 4-10pm
- mainly checks out items
- many clicks to do simple tasks
- things she wishes she could do with the current system
- perform repetitive tasks faster
- find all desk related information in one place
- have a "digest" of all info relating to a student in one place (personal info, packages, items, keys, mailbox #)
- things she dislikes about the current system
- very inefficient workflow for tasks she does often
- no batch operations
- slow performance
- no auto-correct or auto-suggest for text box search
- no online key audits/check-in/check-out
- things she likes about the current system
- is fully featured - most tasks are possible with system, no need for paperwork
- observations
- non-MIT affiliated desk worker:
- observations
- writes sticky notes to pass on non-standard info to other workers
- text fields don't auto populate
- lots of clicks to find the status of an item (checked in/out)
- things she wishes she could do with the current system
- leave virtual sticky notes
- allow residents to view the status of an item (checked in/out) without visiting desk
- look up guests on a guest list
- look at a calendar of when different desk workers are working
- view a list of items that have been checked out
- things she dislikes about the current system
- no timestamp for when residents pick up packages
- checking a separate website to determine whether a room is reserved
- package scanner isn't wireless--she has to move all the packages after scanning them
- items are not categorized--spare room keys are mixed in with other items
- it's difficult to find frequently loaned items in database (ex: media room key)
- all 4 pool sticks are listed together as one item but people check out one at a time
- things she likes about the current system
- ability to look up the date/time a package is registered and by whom
- the database of keys includes each key's ID number
- ability to look up a resident's history--what and when they got things from desk
- item pages display the name of the person who last checked out the item
- observations
- night watch security guard:
- does not check out packages
- does not check out spare keys, or movies, or anything else
- mostly in charge of keeping suspicious people out
- procedure to make it past the desk:
- if they (student) can get into the building with their id at the front door, then they live there
- if they can't get into the building, then residency is confirmed with a Rolodex and some form of identification
- if not identification, the worker has their home address on file and asks the student to state it
- if they don't live in the buidling, they must have a resident get them at desk (guest lists are not used after midnight)
- procedure to make it past the desk:
- if a student locks themselves out of their room
- using the rolodex, a form of a identification, or a security question like the one above
- if they are all clear, then security uses a master key to open their room
User Classes:
- student desk workers
- MIT students that are typically looking for a chill job to earn some money while working on homework
- manage packages, items, and guests
- frequently check out items
- want resident profiles with all the information regarding a user in one place
- independently hired desk workers
- not affiliated with MIT
- manage packages, items, and guests
- work daytime and evenings
- frequently check out items
- use post-it notes for communication
- security guards
- work as from midnight until 8 am
- don't handle packages, items, or guest lists
- handle guests without using the guest list
- only need to use the system to look up residents
- work in multiple dorms
User Needs/Goals:
- register packages easily
- easily mark packages as picked up
- check out games, movies, and spare room keys
- verify guests
- leave messages for other desk workers
- view log of actions