Case Study: Mobile Check-In
This case study outlines a feature found in the Attender app.
Every weekend and sometimes mid-week, tens of thousands of people check-in to the 27 Life.Church locations via terminals in the lobbies at each campus. These check-ins allow parents to drop off their kids at daycare, students to check-in to events, volunteers to check-in to serve, and more.
A LifeChurch attender wants to quickly check-in their family without having to sign-in to a kiosk or rely on staff to help them.
Decrease the friction of the current check-in process, increase adoption of the Attender app to check-in.
Timeline 3 Months
Tools Sketch, InVision, Principle
The User (Attender):
Through previous testing of the app we knew that more than 80% of LC attenders carry a smartphone and of those checking-in on the weekends for various events, ~85% carry a smartphone.
→ locate the check-in kiosk
→ check themselves in to serve and/or check-in their family to drop off for various events or classes
→ have a simple & efficient way to check-in
→ sign-in to current kiosk is slow and sometimes attenders forget their account info, requiring staff to assist
→ this is a slow process, relying on the kiosk, thus creating a queue in the lobby and delaying attendance
The Current Process:
→ An attender would walk up to a kiosk in the lobby
→ type in their email
→ select the members on their account to check-in
→ tap print and the printer associated with the kiosk would print out sticky name tags with a unique number
→ If serving, the Attender would stick their name tag with number on their shirt
→ If a parent, the Attender would stick those name tags on their kids shirts and then keep a part of that sticky tag showing the unique number* for each kid for reference
*This unique number would be displayed on the bottom corner of the big screen in the auditorium signaling to a parent that their child needed attention. Parents would also show this number when they came to pick up their kid at the end of service.
Problems with this process:
→ slow, created a queue of people in the lobbies
→ costly in that the terminals require IT maintenance, monitoring
→ costly to supply printer ink and sticky labels
→ costly for the environment as it created one-off labels for every member that checked-in, and those labels generated trash
→ Attender is familiar with the current check-in process
→ Attender already has an account
→ Attender has the Attender app installed
→ Attender has access to cellular data or the free WiFi in the lobby
→ Attender has Notifications turned on for the Attender app
→ App had to work with the current barcode scanners in the lobbies
→ Attender can only check-in people associated with their account
03. Gain Confidence
Exploring New Paths
A few of us opted to spend our upcoming Ship It Week (a week long department wide hackathon event) to explore a better experience that could allow our attenders to check-in from the Life.Church app.
Path 1: We first explored assigning barcodes to every visitor profile and making them available in the app for scanning at the already implemented terminals at each campus. While this wouldn't solve the costly issues of the terminals, it could increase the speed of flow of traffic in the lobbies by allowing visitors to skip the sign in process at the kiosk and just scan to print their labels.
Path 2: We explored placing beacons at various campus locations to ping the app once a user entered a building and allow them to check-in without visiting a terminal. We would then send the unique numbers of any children they checked-in to the front of house computer that displayed the numbers to parents as well as display those numbers as notifications to attenders on their smartphones when appropriate.
Path 3: We explored this same approach above but instead of investing in beacons to place at every campus, we would include all the latitude/longitude of each campus into the app to ping the app once a user was on the property of a campus and allow them to check-in without visiting a terminal.
Given that we had a week to explore and present this idea during Ship It Week we focused on the simplest path to achieve; Path 1.
→ We would onboard new and returning users to the Check-In feature via a card in the home feed of the app.
→ Once signed-in and onboarded, the app would send a notification whenever they entered a campus lobby, showing their barcode for check-in.
→ The card on the home feed of the app would always allow attenders to tap and open their barcode for scanning when at a campus.
→ iOS users could add the check-in to their Apple Wallet.
→ iOS users would also have quick access to their barcode from an Apple Watch.
All of these features in the app meant that every time a user visited a campus they could skip the sign-in process at the kiosks and go straight to the barcode scanner to print their labels.
Ship It Success
Our Ship It Week project was a success! We proved the validity of a check-in feature in the app and we were off to further develop the idea for release.
What We Accomplished:
→ enabled a faster check-in experience thus alleviating the queue in the campus lobbies
→ increased Attender app adoption and usage
→ laid the groundwork to improve upon the check-in experience in the future
In the month that followed:
Through subsequent marketing on the weekends and mentions from stage at each Life.Church campus - the new check-in feature brought thousands of new app installs and tens of thousands of check-ins via the Life.Church app.
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