INTEGRATING WITH OCCUPANCY SENSORS TO CHANGE THE USER EXPERIENCE

Transcription

1 INTEGRATING WITH OCCUPANCY SENSORS TO CHANGE THE USER EXPERIENCE Verizon Cynthia Hedlind Verizon, Global Real Estate Systems Support October 17

2 What I m going to talk about How we used occupancy sensor integration with EMS to solve an issue with room availability at our administrative headquarters. Make more rooms available Make it easier to find a room Change the booking behavior of the occupants 2

3 Background of EMS at Verizon Had first meetings with EMS in mid-dec, 2014 Went globally live in EMS on March 1, 2015 One global administrator of system data Primarily self-service 13 locations with Concierge to assist with reservations, plus virtual phone number Simple (no chargebacks, very few services) 3

4 Setting the Stage for our Issue to Solve BIG PICTURE 3,682 Rooms 156 Locations 48,000 Active Users NARROW SCOPE OF ISSUE TO 2016 AT LARGEST LOCATION: Administrative HQ 135 rooms and 5000 occupants in this office Half of the EAs in the company (at locations using EMS) sit here visitors per day 4

5 Issues to Solve No rooms available when you search on the web Complaints of rooms booked all day with nobody in them Often had to go across campus for the only available rooms Concierge had a wait list of people wanting to know if any rooms opened up 5

6 What the data said A snapshot of a typical day in the Book verifies that the complaints were valid. This is AFTER check-in cancellations. Can you imagine what it would have been like to find a room before check-in cancellations released some rooms? 6

7 Behaviors Book a room for your group, just in case someone will need it Executive Assistants are exempt from Booking level check-in Book a room all day for visitors Make a long-term reservation for a project room Book as far in advance as possible to find a room 7

8 Solution EMS+ Occupancy Sensors + Room Device No more manual check-in Nobody exempt from check-in Monitor when the room is no longer in use Easier to find a room Easier to book a room = A Better User Experience 8

9 Concept More available rooms Transition from manual check-in or exempt from check-in to occupancy sensor check-in, to ensure that rooms are being used. Communication to end booking early if occupancy sensors indicate that room is exited before end of reservation time. Easier to find and easier to book a room Make the occupancy status of the room clearly visible on room devices. Make it available to simply book by walk-in, for short use of a room, in addition to submitting a reservation from the room device. Give the option to find and book available nearby rooms from the room device. 9

10 High Level Sensor Platform Occupancy Status Bookings made from Device or Walk-in Middleware: Processes daily room booking data and current occupancy status data to produce real-time display on the room device. EMS Reservation System Room Schedule Room Details Room Device 10

11 Sensor Platform Sensor, Access Point (Host), Sensor Configuration Software, Sensor Server, Sensor Database, Reporting Platform Internally Hosted Sensor (battery power) RF Host Manufacturer software to configure sensors and hosts before deployment Internal Network Sensor Server Sends file to external manufacturer reporting platform Sensor Database Middleware API call to get sensor event data every 30 seconds MW 11

12 Middleware API Integrations with Sensor and EMS databases Sensor heartbeat and occupancy status (pulls every 30 seconds) EMS room detail, schedule, reservation creation, and cancellation (pulls every minute) Logic Engine to execute actions per parameter settings on sensor activity Communications Confirmation Late Notice Cancellation End Early Updates room device (every 30 seconds) Administration: Campus, Room, Sensor, Device Configuration Monitoring - Current sensor and device status, room device simulator 12

13 Middleware Parameters Parameter Type Setting Sends late notice warning Host reservation 10 minutes after booking start if vacant Auto-cancels booking and sends cancellation notice Auto-cancels booking Host reservation Walk-in 20 minutes after booking start if vacant 7 minutes after booking start if vacant for 5 minutes (they walked out in first 2 minutes) Sends end early courtesy Host reservation After 20 minutes vacant with at least 30 minutes remaining on booking End early auto-cancel Host reservation Post occupancy cancellation not currently activated 13

14 Room Device ipad Powered over Ethernet Enclosure Internally developed App Managed through MDM Uses internal Wi-fi 14

15 Support Concierge - Make updates to bookings based on replies to notifications Concierge or local end user support - monitor room devices for issues, change batteries or reset sensors when needed Systems Support - Change settings as room use changes, issue troubleshooting, sensor/device monitoring IT Support - Infrastructure and application support, issue troubleshooting, sensor/device monitoring 15

16 What it looks like Sensors Sensor talks to host. Can you find the sensors in these rooms? 16

17 What it looks like Room Device Room device shows occupancy status. 17

18 Transitioning the Customer Alert on rooms in EMS, to notify the host that they have to show up to the room to avoid cancellation. Reminder sent if nobody has shown up after 10 minutes Seeing the occupancy status on the room devices around the campus is a visual reminder of the new process. 18

19 Initial Results: More Rooms Available No more just in case holding of rooms. Users have to show up to the room to prevent it from being released for others to use. 14% Before 23% After Manual Check In 86% Released Checked In 77% Occupancy Check In Released Occupied 19

20 Initial Results: Easy to Book Users are taking advantage of the Walk-In booking functionality. Number of Bookings Percentage Booked On the Web In Outlook By Concierge Duration of Bookings At SmartHub Walk-in (1/2 hr slots)

21 Tweaks we made along the way Cancel Walk-in if they leave the room in first two minutes Use EMS Room Code for flexibility in room device display Only allow bookings from device on current day for restricted access rooms (web template allows future booking) Do not allow booking on device, just display web reservations Sensor Override status to turn off sensor logic Add sensor to Wellness Rooms to make availability visible on unauthorized user template V1 V2 V3 V4 21

22 Scope Initially deployed in 97 rooms in HQ from Feb-Aug Workplace Transformation project began in Fall Activity Based Workplace (ABW) Unassigned workstations Add more conference room space Add more collaboration space Currently deployed in 308 rooms in HQ. 15 out of 21 floors are now ABW environment. Also deployed in 6 other new ABW locations. 449 total rooms in all locations. Continuing deployment as standard for ABW projects. 22

23 Challenges Support and monitoring of sensors and room devices Many endpoints and points of failure Determining when there is an actual issue or just a delay in communications in the system No automation on responses to s, so it is dependent on Concierge to make manual changes in EMS, within short time frames Limitations on sensor position in room may not be ideal for picking up movements 23

24 Is it working? Yellow = Walk-in Booking Before Sensors After Sensors After ABW with Sensors Changing the user experience changed the user behavior. 24

25 Questions?