Being customer centric was the key to our success

As the Covid-19 pandemic swept the world, the shift towards contactless biometrics started to grow. In response, Biosite began developing a mobile biometric solution with a focus on facial recognition and Biosite Mobile was born. The project gained momentum when a customer required a mobile solution to replace physical biometric access control. Following the rapid deployment of a successful alpha version, Biosite started productizing the app to gradually introduce additional functionality for both existing and new customers.

“We quickly responded to a need for a mobile biometric solution on construction sites and have been continuously refining and adding feature enhancements to Biosite Mobile working with our customers and understanding their needs.”, says Jonathan McGuckin, Product Owner Biosite Mobile.

“Learning from the previous versions of the app and engaging with a wider customer base to understand what they needed and Integrating their feedback in the development process proved to be vital in its success. This customer-centric approach both improved the app's features and usability, as well as strengthened our customer relationships”, adds Jonathan.

Customer centricity the way to success

From the initial rollout, Biosite has consistently engaged with customers to refine and enhance the app. Regular feedback sessions for information gathering on how the app was performing in real-world scenarios was conducted. The team collected feature requests and suggestions for improvements and spent a lot of time on site visits where the app could be observed in action.

Someone with first-hand experience of using the Biosite Mobile app is customer Allison Cameron, Induction & Access Lead, at SCS Railways, a Joint Venture part of the High Speed 2 project.

“We had visits from the Biosite team during the early stages of the facial recognition trial in the app. This was crucial as it provided us with the opportunity to give useful feedback to the team, which meant they could make refinements that would work better for us before rolling out the system. We had weekly meetings to be able to manage the development and implementation process. These regular meetings have been invaluable as we have been able to review and adjust according to recommendations quickly.”

The perks of having regular discussions about the app is something that customer Nicola Newman, Biosite System Manager at Eiffage Kier Ferrovial BAM Joint Venture agrees with.

“My experience with the new Biosite Mobile app has been nothing short of excellent since its launch, with remarkable stability and no incidents of crashing or freezing. We’ve only had positive feedback from our users. In this whole experience, I especially want to highlight the communication with Jonathan, which has been outstanding. All feedback provided has been promptly acknowledged, thoughtfully considered, and effectively implemented into the development process. The resulting updates have been efficiently tested and launched, which speaks volumes about the team's responsiveness.”

Jonathan reflects on how integrating customer feedback into the product development processes exponentially enhances its success.

“By integrating detailed feedback from users with quantitative data from our performance metrics, we created a continuous improvement loop that advanced the development of the product. This approach has not only enhanced the functionality of the app but has also strengthened our customer relationships, enhanced trust, and increased satisfaction with our solution - something I believe any brand or company would benefit from doing.”

This is Biosite Mobile:

The Biosite Mobile app allows supervisors or designated individuals to manage workers on construction sites, track their movement through site zones, and record their time and attendance.

The app is effective as a standalone solution or with existing Biosite software and hardware, as part of a total access control and workforce management solution for construction. The app is used by over 30 customers across more than 700 construction sites. Each day, it handles tens of thousands of access events, which include movements of operatives between construction site zones, such as clocking into or out of the site.

The main features include:

· Access control and on-site workforce management

· Secure and reliable operative identification including biometrics

· Health and safety spot checking

· Operative qualifications, training, and profile data management

· Real-time emergency fire roll call feature to ensure operative safety