Unified Solutions: Designing a Valet Parking App for Improved Community Management

The Valet App was designed as part of a community management platform to streamline parking services for residents and guests. The app features an intuitive interface and real-time vehicle tracking, making the valet process smoother and more efficient.

Role

User Interviews, Wireframing & Prototyping, Usability Testing, UX/UI Design

Company
ONR Applications

Year
12/2022 - 08/2023

Creating the Valet App

The Valet App is an integration into the existing ONR App, which is an “all in one” platform for owners and residents to have access to all their HOA or Condo needs. The primary objective of the project is to enhance the convenience, efficiency, and community experience by extending the ONR APP's functionality to include valet services.

The initial problem is that the valet parking system within the communities that ONR existed, lacked a seamless and integrated solution for residents and valets. While residents used the community management app for various services, there was no dedicated valet feature within the app. Instead, they had to rely on third-party apps or manual requests, which led to confusion, longer wait times, and a fragmented experience. Residents often forgot to request their car ahead of time or had to use a separate platform, resulting in unnecessary delays when retrieving their vehicles. Valet staff, too, faced inefficiencies in managing requests without a unified system. This disconnect between the valet service and the existing community management app called for an integrated solution to enhance convenience and improve the overall resident experience.

The Goals are…

*Numbers are based on secondary research regarding how technology has improved valet efficiency.

Efficiency Improvement & Reduced Wait Times

Improve operational efficiency by at least 25%* through better request management and coordination while also minimizing wait times by at least 30%*.

Improve User Satisfaction

Enhance the overall satisfaction of the ONR with the new integration, aiming for positive feedback and a better user experience.

High Adoption Rate

Ensure that at least 60-75%* of residents actively use the valet app and engage with key features like real-time tracking and notifications. This will reflect strong engagement and effective integration into their daily routines

Seamless Integration

Achieve a seamless integration with the existing community management system.

User Research

I visited one of ONR’s client condominiums to see the valet staff in action, watching firsthand how they handle everything from picking up cars to returning them. I also took the opportunity to chat with the valets to learn about their daily challenges and what they focus on when checking in and out vehicles.

After the interviews, I realized that the main pain points were…

Inefficient Communication: There was difficulty in receiving and managing parking requests due to a lack of real-time updates, which caused coordination issues with other staff members and resulted in delays and miscommunication.

Integration Issues or Manual Processes: Integration issues and reliance on manual processes slowed down valet operations, as staff had to rely on outdated tools that didn’t sync with resident requests. This lack of automation led to time-consuming tasks, miscommunication, and longer wait times, especially during busy periods.

Disorganization: Valet staff had to juggle parking requests without a central system to keep things on track. Tracking and organizing multiple vehicles at a time, whether for parking or retrieval, often led to confusion and delays, especially when things got busy.

High Workload: This was a constant challenge for valet staff, especially during peak times when multiple vehicle requests came in at once. The pressure to manage parking and retrieval efficiently while maintaining quality service often led to mistakes and increased stress, ultimately affecting staff morale and service quality.

Based on the interviews, we knew we needed to prioritize…

Time Management

We aimed to ensure the valet could register a car in 30 seconds or less. To achieve this, our flow prioritized the most essential information needed from the resident, streamlining the process for efficiency.

Real Time Updates

We needed to ensure that valets had clear communication about which car was being retrieved or parked and by whom. Additionally, a record of this information needed to be kept for security and in case any issues arose with the vehicle.

Managing Multiple Vehicles

We needed to ensure the process was quick and efficient, allowing valets to manage high volumes during busy hours more effectively with the help of the app.

Create a Ticket screen Priorities

  1. Auto-Generated Ticket or Permit Number: Saves time by eliminating the need for manual ticketing, speeding up the valet process.

  2. Phone Number Recognition: Automatically fills in guest details based on previous visits, allowing quick retrieval of information and providing a direct contact method.

  3. Contact Information: Essential for emergencies, ensuring quick and direct communication with the vehicle owner.

  4. Valet Handler: Records which valet handled the vehicle for security purposes and to track responsibility in case of any issues.

  5. Car Details: Accurate vehicle information ensures the right car is managed and processed.

  6. Auto-Assigned Parking Spot: The app identifies available spaces, helping valets park cars efficiently and track their locations without confusion.

  7. Additional Notes: Allows for documentation of any existing damage, such as scratches or dents, to maintain vehicle records.

Ticket Generated screen Priorities

  1. Ticket/Permit Number and Status: For better organization and tracking, the ticket/permit number and car status are essential to keep everything logged and efficient.

  2. Key Slot & Parking Space: Valets need quick access to the location of both the key and the car. Placing these details prominently at the top ensures smooth vehicle retrieval.

  3. Car Information: Verifying the correct vehicle is crucial, so keeping this information easily accessible is important for accuracy.

  4. In Progress & Ready Buttons: Valets can easily update the car's status with a simple button press. If they forget to mark "In Progress," they can directly mark the car as "Ready."

  5. Valet Log & Communication: The car log tracks who handled the vehicle and when it was received or parked, providing a clear record for security. Valets can also message the owner or leave important notes about the vehicle if needed.

The valet will either scan the resident’s pass (from their car’s transponder) or a guest pass (a QR code given by a resident), and the app will automatically populate the resident's/guest’s details. They’ll then enter the valet handler’s name, completing the check-in process quickly and efficiently!

Check In Process

The valet will receive a notification indicating that the user has requested their car, and the app will automatically update to show the request. As the valet heads to retrieve the car, they will mark it as "In Progress" and enter their name as the handler. Once the car is parked in front, they will update the status to "Ready," which will send an SMS to the visitor or resident. After the car is picked up, the valet will mark it as "Checked Out."

Check Out Process

Finalized Designs

Final thoughts and Next Steps

After designing the valet app, we expect it to greatly improve the valet's efficiency, with the check-in process taking 30 seconds or less. The app will also facilitate clear communication, allowing valets to update the car's progress from retrieval to checkout. We anticipate a high adoption rate, positioning ONR as a true "all-in-one" solution, eliminating the need for third-party apps and creating a seamless experience for residents and valets alike.

Next steps include beta testing the app within communities where ONR already operates. This phase will allow us to gather real-world feedback from both valets and residents, ensuring the app meets user needs and operates smoothly. Insights from the testing will be used to refine the app before a broader rollout, setting the stage for enhanced efficiency and user satisfaction across ONR-managed properties.