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For the purpose of the online portfolio, confidential information had been obfuscated. The views represented in the portfolio is not representative of the OTSAW/ActiV team.
Winner of Merlion Award in CommunicAsia 2018. Solution has been employed in different industries including campuses, PUB, SC Asset, other industrial spaces etc.
In 2018, the OTSAW team kickstarted a new AI initiative with the goal to address the manpower crunch among security guards in Singapore.
Before delving into the crux of UX research, we examine the long-term version of the product with the goal of introducing AI as assistance rather than replacement of workers.
With the nature of a complex visionary product where user research is limited, I looked into the speculative nature of design to allow participants to generate possible scenarios and re-imagine possibilities of outcomes.
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Leveraging on secondary resources and interview calls conducted, I examined the crux of the pain points of manual workflows and processes which could be reinvented as possible design opportunities for AI interventions.
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When considering design with AI technology, there lies misconception and also pre-conceived risks of its potential and possibilities. To ensure we looked into ethical designs, we conducted critical design workshops to engage the internal team in rethinking different possibilities of this implementation in our solution.
With the workshop conducted with the robotics engineer, we concluded on the following features within the fleet management control system.
Below captures a library of references to guide our design inspirations. We desire to rebrand from complex engineering and pivot towards AI innovations. This includes simplifying interface complexity and translating ambiguous AI machine outputs to digestible info to be presented to users. (3D icons credits to Iconscout)
Reduce learning curve for adoption of the web system for security guards daily operations and usage?
Facilitate in quick decision making for the security managers to effectively mitigate security risks and escalate emergency situations?
The ethical implications of AI integrations is carefully examined to ensure the functions we provide above does not disrupt users autonomy whilst simplifying their workflows.
I also examined the entire timeline of usage to identify interventions opportunities throughout the lifecycle for UX solution to assist in learning and adoption.
Before deep diving into the design ideations, I explored multiple visual mood boards inspired from gaming, tech establishments before consolidating into these key desirability segments.
Examining the intricate process of translation to share raw AI ouputs to digestible information and interfaces for users.
Some of the rough explorations during the ideations sessions with the CTO. However, these solutions present key usability issues in contextual understanding for users in our internal usability test conducted with our team members.
This ties in line with our vision 2 with UX interventions to incrementally build the learning curve towards adoption of solution.
The key aspects of a security product lies in its ability to empower secure authentication.
Note: Fingerprint authentication is an experimental concept now. However, the implementation incorporates 2FA authentication.
Prior to bringing users to the homepage, a complex product as such requires comprehensive onboarding to ensure basic features are clearly communicated to users.
The daily operation tasks of security guards constitute juggling of multiple roles encompassing surveillance of multiple areas and investigation of high-risk breaches.
Incorporating "AI as an assistance" to provide quick prompts to aid in discovery of potential issues for risk mitigation and optimisation of operational duties.
Learning from our failures in the 1st usability test, I organised co-creation sessions with our team to ideate on analogous design
Below are the finalised concepts to simulate manual driving mode deriving from familiar car racing gaming sites. Note: This is an experimental concept to be explored.
In considerations of security managers who are required to manage multiple security risks, "AI as a tool" provide effective prioritisation of issues. Drawing similarities from common workflow management tools (JIRA, Confluence etc).
Introduced the digitalisation of security protocols to ensure transparency and coherency in risk mitigation SOP. Note: We examined the ingestion of data to reduce manual efforts.
Note: This is currently not implemented as it requires additional machine learning capabilities to support this feature. However, if we are able to encourage users security guards and managers alike to contribute to the learning of AI it could help to advocate a more active engagement with the system.
Additional supplementary dashboard generated for security managers to remove the bottleneck required to manually keep track on the security risks.
The journey of design has been really challenging. However, to clearly optimise the design based on the pre-defined constraints, it's highly critical to deep dive into the technicalities and details to design alongside feasibility considerations. By employing critical design thinking, we primed the team to stretch their imagination and foresee possible risks in our product. However, this is still really new and the product will definitely require further iterations and design improvements to refine its usability.
