To Miami, If We Must
Before we could start to solve we needed to fully understand and respect the problem. We needed details on the desires and frustrations of both passengers and pier agents. And to do this effectively, we needed to be on the ground. So we bravely left New York City in the dead of winter to do a few weeks of field research in Miami, FL. Our team spent time in ports, interviewing customers and internal stakeholders, defining use cases and technology restrictions. We mapped backend logistics and 3rd party dependencies, took a deep-dive into the ideal UX, and went through a LOT of sticky notes.
“This was a complex problem — we explored a lot of avenues before finding the right one.”
Prototype Early And Often
Early on in our process we decided we needed to employ rapid prototyping to help familiarize stakeholders and end-users with the product, reduce training time and increase adoption. We pushed ourselves to make sure our own thinking remained flexible throughout the entire project. Initially, we planned to build in iOS, but working with our partners at Aspirent quickly realized a Microsoft Surface Tablet was a better technology choice due to the need for extremely long battery times and ability to connect multiple peripherals (scanners, printers etc.)