Mitel 6940 IP Deskphone
Sub-Attendant Hospitality Feature Design
UX Lead 2022
Background Info:
The Mitel 6940 IP Deskphone is an executive-grade desk phone designed to meet the needs of professionals who require a feature-rich, highly customizable, and modern communication tool.
Its combination of a large high-resolution touchscreen, superior audio quality, Bluetooth connectivity, Cordless handset, mobile integration, and extensive customization options make it an ideal choice for busy executives and power users in dynamic work environments.
Here are more info about Mitel 6940 Deskphone:
As the UX owner for the hospitality feature enhancement of this product, I began by identifying the business needs and objectives for the feature. Leveraging the established design language on the hardware platform, I developed wireframes and interactive prototypes. My primary goal was to optimize the user experience, enabling power users to perform their daily tasks more efficiently and effectively.
Business Need & Requirements:
To reach feature parity with competitors, and enhance the efficiency of overall guest experience in hotel environments, Mitel 6940 IP DeskPhone need to bring in a couple of hospitality features for hotel front-desk receptionist such as manage wake-up calls, monitor wake-up call activities, Configure DND settings, and manage emergency calls.
Manage Wake-Up Calls for Guest Rooms
Provide the ability to set, change, or cancel wake-up calls for guest rooms. This functionality should be accessible either from an idle phone interface or while conversing with a guest using a room phone. (Supports both Feature Access Code (FAC) and MiXML protocols.)
Configure Do Not Disturb (DND) Settings for Guest Rooms
Allow staff to set and cancel Do Not Disturb (DND) mode for guest rooms. This can be done either from an idle phone or while talking to a guest directly via their room phone. (Supports FAC and MiXML protocols.)
Monitor Wake-Up Call Activities
Enable staff to view detailed wake-up call activity for each room. This is crucial for handling guest complaints regarding missed wake-up calls, allowing staff to quickly pull up call reports and provide accurate information.
Manage Emergency Calls
Provide an interface to handle emergency calls, such as 911 calls, using SNMP traps or leveraging existing MiVoice Business (MiVB) handling. This includes alerts, acknowledgment options, and the ability to view historical details about emergency calls.
By providing these functionalities, the Mitel 6940 IP Deskphone enhances the hospitality experience, enabling front desk staff to efficiently manage guest requests and handle issues with ease.
Use Case Example:
Handling a Guest’s Wake-Up Call Request
• Actors: Hotel Front Desk Agent, Guest
• Preconditions: The Mitel 6940 Deskphone is expected to be configured with the hospitality feature set, including the ability to manage wake-up calls.
Scenario:
1.Guest Request
A guest calls (or walks to) the front desk requesting a wake-up call for 7:00 AM.
2.Access Wake-Up Call Feature
The front desk agent uses the Mitel 6940 Deskphone to access the “Wake-Up Call” feature either from an idle phone state or while on the call with the guest.
3.Set Wake-Up Call
The agent sets the wake-up call for the requested time using the Mitel 6940 Deskphone touch screen, which supports both FAC and MiXML protocols.
4.Confirmation
The system confirms that the wake-up call has been successfully scheduled, providing a visual confirmation on the desk phone’s screen.
5.View Wake-Up Call Activity
Later, the guest approaches the front desk, claiming they did not receive their wake-up call. The agent can quickly pull up the “Wake-Up Call Activity” for the guest’s room to check the call status and provide an explanation.
6.Outcome
The agent verifies that the call was made, and if not, they reschedule the wake-up call or offer another solution. The guest is satisfied with the prompt response and accurate information.
Reference Guide for Mitel 6940 Deskphone:
Design Deliveries:
I. View Room Status
(Click on an image to view it at full size)
II. View & Manage Wakeup Calls
III. View & Configure Room DND
IV. View & Configure All Room DNDs
V. Full Set of Wireframes
