Selecting the Right Lock and Access Control System for Your User Journey

At Inlet, we have extensive knowledge of various lock manufacturers, access systems, and their capabilities. However, we do not sell or recommend any specific brand. Our goal is to support as many options as possible, giving our customers the flexibility to choose the best solution for their business needs. You can always find an updated list of all supported locks and access control systems on Inlet's website.

 

In this article, we will cover how to find the right locks and access systems for specific business needs.

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When selecting a lock or access control system, it is essential to consider the Customer Journey, as not all locks support the same functions. A well-planned Customer Journey is key to ensuring your guests have a seamless and positive experience with your business. It includes every touchpoint in their interaction with your service, from booking to access and beyond. Taking the time to carefully map out this journey can make all the difference in creating a smooth and positive experience. This includes decisions such as:

• When and how a guest should receive their access code
• Whether access should extend to additional facilities connected to the booking (e.g., swimming pools, lockers, or gyms)
• How long the access should remain valid
• What happens when there's a problem: The Importance of Backup Solutions

 

Mapping out the Desired User Journey: Things to consider.

1.What sort of business do you operate? 

• • Consider how your business operates and what level of access control is needed. A hotel, co-working space, gym, or self-storage facility may have vastly different requirements.

2. How long does the access need to be valid? 

• • Determine if access should be granted for a short period (minutes or hours), a full day, recurring use (e.g., a gym membership), or indefinitely until manually revoked.

3. Will the guest use a code, or will they "pulse" the door open?

• • Decide whether access should be granted via a fixed or dynamic code, mobile another form of digital key. The choice can impact both security and convenience.

4. How many codes does the door need to support at any given time?

• • Some businesses may require multiple users to have unique codes for the same access point, while others may only need a single shared code for all users.

5. Does the access need to be spread over several doors?

• • Consider whether a single code or key should provide access to multiple locations, such as a shared entrance, private room, gym, swimming pool, or additional facilities.

6. Should doors remain unlocked for the duration of booking ?  

• • Determine whether access should be required each time a door is used or if it should remain unlocked for the duration of a guest’s stay to improve convenience.

7. Is there more than one access system/lock type used in the user journey?   

• • If multiple access systems or lock types are in use, this can affect whether a single code can be applied across all doors. In general, mapping functionality across different systems can be a challenge and may require adjusting the customer journey accordingly. 

8. How should guests receive their access codes and booking information?   

• • Decide how and when guests should receive their reservation and access details. Should they get an SMS and/or email with a code? Do you need a booking confirmation, check-out message, follow-up survey, etc? 

 

Customer Journey Example: Self-Storage

Typically, this type of business operates on a subscription model, where customers pay upfront for access to a specific storage unit size for a set period. When designing the Customer Journey, there are several factors to consider:

• Is there a main entrance or vehicle gate that requires access control for the entire facility? 
• Is there both a front door entrance lock to the physical storage building lock, as well as individual unit locks?
• Should access be granted via a static code valid for the entire subscription, or should it be renewed at specific intervals?
• Does the renewal policy apply to all locks, or just some? For example, should the gate or main entrance code change regularly, while the individual storage unit code remains the same?
• Should customers use the same code across all locks in their subscription?

 

Selecting the Right Lock and Access Control System for Your User Journey

Different User Journeys require different functionalities in a lock system. Choosing the right access control solution ensures a seamless experience for your guests while meeting your business needs. Below are key considerations when selecting a lock system that aligns with your desired customer journey.

1.Ensuring Hardware Supports Your Customer Journey

• • If you want users to open locks via a link, app, or QR code, your system must support remote opening (pulse opening).
  • If your system is code-based, you must ensure that code panels are installed on all relevant access points.
  • While most access control systems support various hardware types, not all devices may be compatible with your specific use case.

2. How Many Codes Need to Be Stored on the Lock at Any Given Time?

• • In an apartment hotel with a shared entrance, each tenant needs a unique code to access the main door.
  • The lock must support at least as many codes as there are apartments or tenants.
  • If multiple reservations require simultaneous access, the system must be capable of handling overlapping access codes.

3. How Many Doors Will Users Need Access to During Their Reservation?

• • In an apartment hotel, a guest’s code might need to unlock:
    • The main entrance
    • Their apartment door
    • Additional facilities like a gym or swimming pool
  • Your lock system must support these lock relationships, ensuring a single code grants access to all necessary areas.

4. Is Access Part of a Membership, Subscription, or a Single Booking?

• • Membership/Subscription-Based Access:
    • Gym members or co-working space users may be comfortable using an app or digital key for ongoing access.
  • Single Booking Access:
    • A motel guest may prefer receiving a one-time access code via SMS instead of downloading an app.

 

Mapping Out the Location for Access Control Implementation

Before selecting and installing a lock system, it is essential to assess the location’s infrastructure to ensure compatibility with your chosen access control method. Consider the following key factors:

1. Does the Location Have a Stable Internet Connection?

Most User Journeys depend on a reliable internet connection to manage access in real time. If the location lacks a stable connection, you will need an offline-enabled system or lock that can function without continuous network access. Offline solutions typically use:

• • Algorithmic codes – Pre-generated codes based on a time-based algorithm, allowing access without an internet connection.
  • Digital keys via NFC or Bluetooth – Mobile access keys stored on a guest’s device that work without an internet connection.

2. Does the Location Have Wired Electricity to the Locks?

Power availability is another critical factor in selecting the right lock system:

• • Wired locks require a constant power source, which must be available at all installation points. If not, electrical wiring may need to be installed.
  • Battery-powered locks are ideal for locations without wired electricity and offer flexibility in installation. However, they require regular battery maintenance and monitoring to prevent lockouts.

 

Final Thoughts

By carefully evaluating the User Journey, hardware compatibility, and location infrastructure, you can implement an access control system that aligns with your operational needs and provides a seamless, secure, and user-friendly experience. Taking the time to map out these considerations will help prevent access issues, reduce administrative workload, and enhance overall customer satisfaction.

With the right planning, your access control system will not only improve security but also streamline customer interactions, allowing your business to operate smoothly and efficiently.

 

Need assistance?

To ensure our customers receive great solutions, we can help assist you in making informed decisions when choosing a hardware system.

Questions? Email us at support@inlet.no