What is Touchless Check-in?

Description of Touchless check-in

Equinox is a luxury fitness club with a front desk service tailored to meet high net worth members. I was tasked with updating the check-in experience so it is touchless (pre-pandemic), rather than the clunky barcode scanner.

Principles I wanted to adhere to

• increase hospitality service capability of front desk

• improve security so unwanted guests do not enter (the old process is secure due to the close interactions required)

• decrease the amount of time a member uses to check-in (ex. fumbling with app, access fobs, stopping at the desk)

My role

• Product manager owning user research, conducting experiments, service design, engineering management, and cross functional team management (stakeholders, designers, testers).

Screen shots of final solution

User App to check-in

Staff - Front Desk View of a check-in