"Sheldon" COVID Kiosk

Transforming Pandemic Challenges into Innovative Solutions


SITUATION

The COVID-19 pandemic created an urgent need to screen individuals entering buildings and transportation hubs to reduce exposure risks. Many companies relied on 24/7 door guards to conduct ID and temperature checks, incurring significant costs and exposing guards to high-risk environments. Key customers were promised a solution within months by sales leaders—without consulting product teams. Compounding the challenge, our SaaS company had no prior experience with hardware, and global supply chain disruptions made sourcing components like sensors and cameras exceptionally difficult.


COMPLICATIONS

  • Unrealistic Commitments: Sales leaders assured customers of a rapid solution without involving product teams.
  • Lack of Hardware Expertise: As a SaaS company, we had no internal experience with hardware development or integration.
  • Supply Chain Disruptions: Global shortages of critical components like sensors and processors threatened timelines.
  • Time Pressure: Vendor sourcing had to begin before a Product Requirements Document (PRD) could be finalized.

APPROACH

To tackle this challenge, I focused on three key areas:

  1. Understanding Stakeholder Needs: I collaborated with leadership to clarify customer requirements and align expectations.
  2. Building a Cross-Functional Team: I identified personnel with expertise in hardware, software, operating systems, and our SaaS products to form a cohesive team.
  3. Vendor Research and Selection: I researched kiosk hardware vendors during the height of COVID-related supply chain disruptions, prioritizing those with reliable access to components.
I also formulated a detailed PRD to guide development, ensuring it addressed both customer pain points and operational feasibility.

EXECUTION

I led the team through a phased execution plan.

  1. Asset Assessment and Integration: We evaluated existing software assets for potential reuse and integration, minimizing development time.
  2. Vendor Selection and Prototyping: After selecting a hardware vendor, we built and tested prototypes in a work-from-home environment, overcoming logistical challenges.
  3. Iterative Testing and Refinement: We conducted rigorous testing to ensure seamless integration between hardware and software, addressing bugs and optimizing performance.
  4. Stakeholder Coordination: I maintained open communication with stakeholders to manage expectations, provide updates, and ensure alignment on timelines and deliverables.

RESULTS

  • Rapid Development: We built, programmed, and delivered functional prototypes within five months, meeting the aggressive timeline promised to customers.
  • Customer Evaluation: Prototypes were successfully deployed at a horse track for customer evaluation, demonstrating the solution’s viability.
  • Strategic Pivot: While the product was not commercialized due to waning demand after COVID vaccines became available, the project showcased our ability to innovate and adapt under unprecedented circumstances.

LESSONS and TAKEAWAYS

  • Cross-Functional Collaboration is Key: The lack of initial product team involvement highlighted the importance of including all relevant stakeholders from the outset.
  • Adaptability Drives Success: Pivoting quickly to address hardware challenges and supply chain disruptions was critical to meeting customer expectations.
  • Innovation Under Pressure: This project demonstrated that even in unfamiliar territory, a clear plan, strong leadership, and a committed team can deliver exceptional results.