Remote Guarding
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Our client focuses on video-based remote guarding of commercial residential properties (like apartment complexes) as well as the homes of high net-worth individuals. They are the modern version of the security guard sitting at the bottom of the long, winding driveway who’s job is to keep an eye on a grid of security cameras.
The Challenge
Streamline monitoring operations and video workflows for remote guarding.
Our client’s previous video monitoring, alerting, and reaction system was cobbled together from a selection of pre-existing technologies. While it allowed the client to achieve product-market fit, this mish-mash of technical solutions slowed down operations and hindered their ability to scale without increasing manpower.
Our challenge was two-fold: 1- Design and build a new software platform specifically around the operational needs of a remote guarding effort. 2- Evaluate the existing technology stack and update it to eliminate as much latency as possible.
The Plan
Take a first-principle approach to streamlining remote guarding operations.
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After an initial assessment of the core capabilities and pain points of the existing system, our team executed a Design Sprint to clearly articulate the desired outcomes and improvements necessary to achieve the client’s KPIs. The goal articulated during our Sprint was "To reduce agent response time to as close to one second as possible for Tier 1 customers" from the current response time of ~12 seconds.
Following the Design Sprint, we created a prototype that mirrored the existing software UX and visual design, allowing for both qualitative and quantitative testing. We conducted user testing with agents to determine the efficacy of proposed features/solutions and ascertain whether they provided tangible results toward our goal. User testing results were resoundingly positive, both quantitatively and qualitatively. Our prototype utilized new video infrastructure and introduced a series of UX improvements to the old software to streamline the alerting workflow. Our testing achieved a decrease in average alarm response time (for Gold customer alarms) from 12 seconds to just over 2 seconds.
The Solution
A built-from-the-ground-up remote guarding platform that streamlined operational efficiency and reduced camera load times.
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Following the previously described User Testing and validation, we progressed into a Build Phase focused heavily on the design of the new operations platform from both a UX/UI and architectural perspective. The software was built starting from the first principle of viewing and addressing alarms from properties and working outward to encompass further features over time.
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This nimble, feature-driven approach allowed our team to maintain regular user testing and feedback cycles, often before implementing new features in code to ensure that our designs aligned with the needs of agents. We did not hesitate to show the client early sketches, wireframes, and pixel designs, which dramatically reduced development time.
The Results
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Over the course of approximately 1 year of work, our team achieved the following: 📈 Reduced the load time of remote camera feeds from an average of 5 seconds to 0.5 seconds. Decreased agent event response time from an average of 12+ seconds to approximately 2 seconds. Created a foundational platform that prioritized alerting, workflows, and task automation. Established a robust data stream to enhance ML/AI training, automation, and future capabilities. Empowered key stakeholders with focused, data-driven decision-making abilities.
In Their Own Words
"Close and go to next event is great for efficiency. The quicker you get in, the quicker you get out." "My biggest issue with our old software was the voice down functionality. It's too hard." "Our software is really simple, but once you start getting into the flow of going through alarms, it becomes apparent how inefficient it is." "Keep it basic and simple so you're not overwhelming the agent. I don't want to have more information to remember." "Integrated TPI is good. It allows for TPI to be captured in the audit trail, which doesn't happen today." "I have to tell agents all the time not to cherry-pick alarms. Close and go to next helps keep them focused."
