OUT SOURCER — SWEDISH WARDROBE

A nightclub’s entry and exit can be chaotic with over-refreshed people trying to locate their cloakroom ticket. If you have not lost one yourself, you probably know someone who has, and the wait can be long! Usually the guest has to stay until closing to obtain their jacket. Swedish Wardrobe has an idea about digitalizing this process and a beta-app is already in place. Research of the current cloakroom process was conducted, both from a guest and staff point of view. I s a digital solution desired?

Time frame: 2 weeks 
My role: UX and logo design

PROCESS —

1. RESEARCH and gather the present state
2. STRUCTURE setup and content of the project
3. CONCEPT AND STRATEGY
4. CREATE, evaluate and iterate deliverables like
Personas
Site maps
Use cases and scenarios
User flow
Sketches and Infographics
Wireframes

To map out behavior of the guests we sent out a questionnaire where 89 responses were received. We also conducted 10 in-person interviews.

- Many feel worried to lose the cloakroom ticket and it is common to take a photo just in case

- All either know someone or have lost a cloakroom ticket themselves

- A digital cloakroom ticket solution is desired

In addition, we visited 10 nightclubs to better understand the working environment and to identify potential improvements.

Some reflections and learnings from the site visits: 

- Swish, credit card and cash are the most commonly used payment methods

- There is frustration around queuing and evidently a strong desire for an improved cloakroom system

- 5-8 persons lose their ticket per night and at least one jacket is left at closing

An early prototype was used to learn how testers felt about downloading an app and their preferred payment method. We also tested a non-app flow wh ere the tester scanned a QR-code to receive the cloakroom ticket via SMS.

Key findings

All testers thought the credit card payment option had too many steps

All testers preferred Swish as payment method (regardless of the solution)

All testers wanted a digital cloakroom ticket

3 testers out of 5 were positive towards downloading an app