Where Smart Lockers Meet Smart Workplaces
Integrating the Vecos system into the GemEx to create a secure, connected, and effortless storage experience for EY employees.
Time range
November 2023 - September 2024
Team
Product Designer
Product Owner
2 Developers
Tools
Figma + FigJam
Lucid
Client
EY
Context
As hybrid working became the norm, enterprise employees stopped having a fixed desk and with it, a fixed place to store their belongings. Clients like EY, operating across tens of thousands of employees and thousands of physical lockers, needed a smarter solution. EY had already adopted the Vecos smart locker system at scale: 5,640 lockers across their New York headquarters alone, but employees were managing them through a separate app, entirely outside the GemEx ecosystem.
The goal was clear: bring locker management into the GemEx platform so employees could find, claim, unlock, and release lockers without switching context.
For clients like EY, where GemEx is deployed as a white-labelled workplace app, this meant the entire locker experience had to live natively within their environment: seamless, familiar, and trusted.
Challenge
The challenge wasn't simply adding a locker booking feature. It was designing a unified experience that bridged two separate cloud systems - GemEx and Vecos's Releezme platform - without exposing that complexity to the user.
The hardware configuration, locker setup, and admin management all remained on the Vecos side. GemEx handled the employee-facing experience and stored booking data. My design had to make that split-system architecture completely invisible — while handling everything it introduced.
Complexity
Complex asset states
Lockers are never just free or occupied. At any given moment, a locker might be assigned to a team, blocked by an admin, jammed, or offline. Each state required a clear, unambiguous treatment in the UI one that guided users toward the right action without surfacing technical detail they didn't need.
Split-system governance
Admins configured lockers in Releezme; employees interacted through GemEx. Any change on either side had to stay in sync. Designing across that boundary, ensuring what users saw always reflected reality - was a core constraint throughout.
Real-time physical interaction
Unlike room bookings, locker interactions are immediate and physical. Tapping "unlock" opens a door in seconds. That tight feedback loop demanded an interface with zero ambiguity - clear countdowns, unambiguous states, and no room for user error.
Goal
The goal was to give employees a single, trusted place to manage their locker, from before they arrive at the office to the moment they leave.
By integrating Vecos into GemEx natively, we removed the need for a separate app, reduced friction in the daily office experience, and gave organisations like EY the consistency of a fully unified workplace platform. Before a single screen was designed, I needed to fully understand how the Vecos system worked - its states, its rules, its failure modes - because earning user trust in a physical interaction starts with getting the logic exactly right.
Design process
The core challenge wasn't technical, but it was behavioural. Locker interactions are physical, immediate, and unforgiving. A confusing interface doesn't just frustrate a user; it leaves them standing in a corridor with their belongings and a locker they can't open. The experience had to be effortless under pressure.
01/ Research & Discovery
Before designing anything, I needed to understand Vecos from the inside out - how the hardware works, how Releezme manages locker states, and how admins configure the system. Working closely with developers and product owners, I mapped what was possible within the integration and surfaced the constraints that would shape every decision that followed.
03/ Wireframes
Low-fidelity wireframes to pressure-test structure and navigation early - creating a shared, testable reference before any visual design investment was made.
05/ Iteration
Test findings fed directly back into the designs. I prioritised flows that created hesitation, refining until the experience felt natural, not learned.
07/ Delivery
Close collaboration with the development team throughout, backed by detailed documentation and user stories to ensure design intent survived the handoff.
02/ UX Flow
I mapped the key user journeys across both platforms -identifying where data crossed between Releezme and GemEx, and where the split-system model could break the experience. This was about designing around failure points before a single wireframe existed.
04/ Validating Concepts
A focused prototype testing the core journeys: finding, claiming, unlocking, and releasing a locker. Validate the logic, surface the gaps, move forward with confidence.
06/ Final Designs
Every locker state - available, claimed, unlocking, blocked, was given clear, unambiguous visual treatment. Immediate, trustworthy, and physically intuitive.
Research & Discovery
My first step was to understand Vecos - how their lockers are built, how they think, and how people interact with them through the system’s architecture and features. Exploring the Releezme platform and app helped me see how administrators configure lockers and how users engage with them in real life.
I worked closely with developers and product owners to analyse possibilities. These early explorations revealed key opportunities to integrate lockers seamlessly while keeping the experience consistent with existing user patterns.
User needs
Secure a locker before arriving to the office for work
User needs
Keep the process quick and intuitive
User needs
If I don’t need the locker anymore I want to release it.
System Capability
Users can claim locker in advance - ensuring a personal storage is ready when they will arrive to the office.
System Capability
Integration with the app flow that user is currently using, so there is no need to learn new process.
System Capability
Automatic releasing lockers after the booked day ends to ensure the fair access for others
Other option
Users can use locker that is associated with the team they are belonging, when needed.
Other option
User can release locker anytime when no longer is using it.
Analysis
I mapped a high-level UX flow connecting the Releezme platform, which manages configuration and setup, with the GemEx ecosystem - including the mobile app for employees and the web platform for Booking Administrators.
I explored two main approaches: keeping lockers in a separate module or integrating them into the existing “Book” module.
This exercise helped me understand how users would move through the system, uncovering opportunities to design a smoother, more intuitive journey that aligns with real user behaviours.
Wireframing
I always start with hand-drawn, low-fidelity wireframes - sketching helps me explore ideas freely and define the core concept before any constraints appear. Once the direction feels right, I move into Figma to refine the design, align it with the system, and bring the concept to life in high fidelity.
I created an intuitive screen that clearly guides users through the unlocking process - showing a 20-second countdown before the locker locks automatically, or sooner if the door is closed.
Reviewing card styles with the team and selecting the most usable option.
Contraints
If I had followed our existing standards, we would have had to stack multiple points on top of each other, making it impossible for users to select individual lockers. With limited time, I proposed a new visual logic focused on clarity and interaction - allowing users to explore lockers more intuitively while staying consistent with the GemEx interface.
Validating concepts
Key findings
I explored several design directions to tackle the challenges we faced and shared them with internal stakeholders and users to gather feedback. During usability testing with an interactive prototype, I watched how people interacted with the flow - what confused them, what felt natural. It helped me realise where my assumptions didn’t work and where small details made a big difference. Each session helped me to shape the design into something more intuitive and meaningful.
Confusing entry point
Almost every user first went to the Book module instead of the Locker module, which is hidden in the menu. The unfamiliar wording “Claim” (instead of the more common “Book”) added to the initial confusion.
Unclear locker status
Users weren’t always sure if a locker was locked, unlocked, or needed manual locking after claiming it. This caused uncertainty, especially when the digital and physical statuses didn’t sync immediately.
Accessibility challenges
Users with mobility or other accessibility needs could struggle if the app doesn’t allow them to filter or request lockers in locations that suit their requirements.
Iteration
I focused on delivering a solution for the concept of “Team Lockers” -a group of lockers that can be opened by anyone belonging to the team. It was important to ensure they were easily distinguishable from lockers claimed individually. I explored three slightly different approaches, and based on discussions with the development team and user feedback, we decided on the final implementation.
Final designs
During this process, I presented all the findings from research and usability testing, and together we made decisions that defined the MVP for the project. One of the key decisions was to keep lockers in a separate Locker module, allowing clients with physical lockers to integrate them without requiring use of the Book module.
To help users navigate, I integrated locker banks into the existing Find module, designing a map view and details panel so users could easily locate their assigned lockers.
Usability testing revealed concerns about automatically released lockers and belongings left inside, so I designed a Past Lockers feature to ensure users could always find their items if needed. Finally, recurring questions from participants - such as, “What if I miss the locker release?” - led me to design clear pop-up notifications and in-module reminders, creating a system that supports users and reduces stress rather than adding friction to their day in the office.
I designed the final designs focused on creating a seamless and intuitive experience, defined by clear interactions and effortless navigation. Every element was thoughtfully refined to enhance engagement and make the locker claiming journey simple, satisfying, and enjoyable for users.
Business value
Short-term value
By streamlining how users claim lockers, this feature reduces support tickets and operational effort - delivering a smoother experience and measurable impact from day one.
Long-term value
Drives adoption across locations, strengthens client trust, and positions GemEx to scale its integrated workplace solutions globally.
Learnings
Balancing technical constraints with user needs
Integrating Vecos lockers into the GemEx platform taught me how to navigate technical constraints while keeping the experience seamless. I learned that creativity and flexibility are key when adapting complex systems to real user needs.
The power of observation and iteration
Watching users interact with prototypes revealed unexpected pain points - confusing terminology, unclear locker statuses, and workflow gaps. Each observation became an opportunity to iterate, refine, and create a solution that felt intuitive and reliable.
Designing for trust, clarity, and inclusivity
Small details can make a big difference. From Team Lockers and Past Lockers to timely notifications, I learned that clear communication and accessibility are crucial for building trust and creating a truly user-centred experience.