Sole UI/UX designer l Singtel l Nov 2022 - Apr 2023
iVisit
iVisit is a mobile-first visitor registration and gantries access system covering all 24 Singtel premises.
PROJECT OVERVIEW
Redesigned Singtel’s outdated visitor system to serve 10,000 monthly guests across high-security and commercial sites, aligning with its scale as a leading telco with 25,000+ employees.
Timeline
l
5 months
My Role
l
Product Designer, Research, Service Designer
OUTCOME
The redesigned iVisit system delivered significant improvements across security, efficiency, data accuracy, and overall user satisfaction:
100%
Digital Audit Trail across ALL entries (VS. Manual tracking previously)
~45%
faster check-in process (From avg 8 mins to <4 mins)
3x
Faster bulk event registration (From manual to excel upload)
90%+
of users found the interface easy or very easy to use
NATIVE MOBILE APP
For host to manage and register visitor
Persona: Including regular staff and personal assistants
INTERNET RESPONSIVE WEB APP
For visitors to register and obtain digital qr codes
INTRANET WEB APP ADMINSTRATIVE PORTAL
For admin users to manage and handle reporting functionalities
THE CHALLENGE
Before iVisit, the experience was inconsistent:
Office buildings relied on standalone kiosk machines — often slow, glitchy, or overcrowded during peak hours.
Critical sites like data centers used manual, physical logbooks for registration — a major pain point for staff and visitors, and a growing security and compliance risk.
SOLUTION OVERVIEW
The lack of a unified system created friction for hosts, frustration for visitors, and inefficiencies for backend staff. Singtel needed a modern, flexible, and secure visitor management system that could:
✨ Adapt to different security levels
✨ Work across multiple touchpoints
✨ Be reliable even when digital systems fail
✨ Handle both daily registrations and large-scale events
MY ROLE
As the sole designer on this project, I was responsible for leading the end-to-end design of iVisit, a mobile-first, scalable visitor registration system that brought together the needs of multiple personas across two distinct premises:
🧑💻 Personas & Use Cases
Hosts (Singtel employees and personal assistants)
Visitors (clients, vendors, contractors)
Receptionists and backend admins
🏢 Across 2 Premise Types:
Critical Locations (e.g., Data Centers – high security, strict compliance)
Commercial Buildings (Office premises – high foot traffic, diverse visit reasons)
Host Registration /Visitor Self Registration Use Cases
1.
Email registration
Host can send an event invitation to the visitor, which iVisit can retrieve the event information to speed up registration process.
2.
Mobile app Registration
The host can use iVisit app to register the visitor, where they can input the visitor’s details.
3.
Self-Registration
The visitor can pre-register themselves and provide their details in advance, which can help speed up the process on arrival.
4.
Bulk-Registration
The admin can upload an excel file with visitor’s information filled.
Sync from Outlook - Streamlined process (dark mode)
5.
Receptionist registration
The host can register the visitor through a receptionist or security personnel at the entrance when the digital solutions are down.
6.
Mobile app Registration
The host can register the visitor on-site using their mobile app for last minute notice.
Add Visitor on last minute notice (light mode)
USER RESEARCH & INSIGHTS
Key Design Challenges
How might we balance security requirements with a seamless user experience?
Security Requirements
🔖 Host must physically escort visitors
🔖 Verification of visitor identity
🔖 Different security levels for different premises
🔖 Complete visitor data capture
🔖 Prevent unauthorized access
User Experience Needs
☀️ Quick and efficient check-in
☀️ Minimal steps for registration
☀️ Easy process for hosts to manage visitors
☀️ Flexibility for different registration scenarios
☀️ Intuitive interface for all user types
Initial Design Challenges
Singtel's policy mandated that hosts must accompany visitors into the premises. The initial design required hosts to provide each visitor with a unique verification code in addition to the OTP sent to their mobile phones. This code had to be entered within a 30-second timeframe to ensure the host's presence with their visitors upon entry.
Low fidelity design for quick user testing
USER TESTING INSIGHT
Generating and providing each visitor with their unique verification code was found to be time-consuming and cumbersome, 😤 frustrating visitors due to numerous steps and verifications.
Additionally, unregistered visitors could not join an event, requiring hosts to register them on the spot, further complicating the process.
SOLUTION OVERVIEW
After numerous discussions with management and Singtel's security team, we developed tailored solutions
Commercial Site Registration Process
For commercial sites, the registration process was streamlined by eliminating the 2FA verification code step. Instead, a one-time password (OTP) is sent directly to visitors upon entering their mobile number or email for verification, making the process more efficient.
Visitor enters mobile/email
Quick input on responsive web app
OTP verification
Single verification step
QR code generated
Immediate access for visitor
iVisit (visitor web) - visitor registration for commercial site
Critical Site Registration
For critical sites requiring higher security, the process remained unchanged, but we increased the verification time to 5 minutes and enabled hosts to send the verification directly to visitors, reducing wait times.
Visitor enters mobile/email
Initial identification
OTP verification
First security layer
Host verification code
Increased to 5-minute validity period
QR code generated
Enhanced security access
Streamlined verification code process
Device-Specific Security Measures for QR Code Access
We have also implemented specific security measures for QR code access, as Singtel's policy mandates that hosts physically escort visitors into the premises.
↪ For iOS, the security team will be notified when the host takes a screenshot of the QR code, and the host will receive a warning to physically escort the visitor into the premises.
↪ For Android, the screenshot function will be disabled altogether. These measures add an extra layer of security to prevent unauthorized access to the event.
ADMIN MANAGEMENT PLATFORM
Following the app improvements, we added additional features that would be helpful for admin users managing a large number of visitors like bulk registration via excel as well as a dashboard to manage ongoing, past and completed appointments.
CONCLUSION
This project presented a unique set of challenges, balancing user experience with security requirements. I learned that close collaboration with stakeholders, including management and the security team, during user testing is crucial for understanding and addressing user frustrations. This approach allowed us to identify opportunities to streamline the registration process while maintaining robust security.