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).