OnGuard Case Study | Security Platform

Project Overview

Onguard was conceptualized to bridge the gap between service providers and users with limited or no internet connectivity. While most digital appointment systems require mobile apps or web portals, Onguard takes a radically inclusive approach by using SMS-based technology to make appointment booking accessible to anyone with a basic mobile phone.

In partnership with the University of North Carolina at Chapel Hill, Ontik Technology led the design and development of Onguard, building an infrastructure that allows users to book appointments simply by sending and receiving text messages. The solution was engineered to be lightweight, cost-free for end-users, and highly adaptable to various telecom environments.

By eliminating the dependency on internet-based applications, Onguard enables critical services—such as healthcare providers, government agencies, and social programs—to reach underserved populations. Whether users are in rural areas, low-income neighborhoods, or facing technological barriers, they can now book appointments with ease.

Project Scope

• Telecom-First Appointment System: Designed an SMS-only appointment booking system accessible on any mobile device without internet.
  
  
• REST API Infrastructure: Developed a RESTful API to connect Onguard’s backend with a wide range of SMS gateways, making the solution adaptable to different telecom providers globally.
  
  
• LTE Network Optimization: Engineered the platform to operate over 4G LTE networks, specifically leveraging Bands B1 and B3, ensuring optimal signal reception across supported cellular carriers.
  
  
• Toll-Free User Access: Implemented toll-free SMS access, ensuring that users incur no cost when booking or managing appointments via text message.
  
  
• Google Contacts Integration: Enhanced the system with Google Contacts syncing for organizations and service providers, allowing easy access to contact lists for appointment management.
  
  
• User Experience Testing: Conducted a structured usability survey with 20 participants, focusing on system clarity, ease of interaction, and overall user satisfaction.

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Project Workflow for Seamless Delivery

Discovery & Problem Definition
Ontik partnered with UNC Chapel Hill’s project team to understand the barriers faced by digitally excluded communities. Key insights highlighted the importance of removing internet dependency while maintaining simplicity and accessibility. Together, they outlined a product vision centered on leveraging SMS as the primary interaction medium.

Architecture and API Development
Ontik’s engineers designed a modular REST API to serve as the backbone of the Onguard system. This API acts as a bridge between the platform’s scheduling engine and any SMS gateway, enabling real-time bidirectional communication via text messages. This approach made Onguard highly flexible, capable of integrating with telecom providers in different regions without significant customization.

Telecom and Network Integration
To ensure reliable connectivity, Ontik built the system to leverage 4G LTE technologies, specifically targeting Bands B1 and B3. These bands are commonly supported by major cellular carriers, enhancing network compatibility. Additionally, Ontik coordinated with telecom partners to provision a toll-free number, removing cost barriers for users. This ensures that even financially constrained individuals could access the service without worrying about charges.

User-Centered Design and Usability Study
Recognizing that many target users might not be tech-savvy, Ontik designed simple, clear SMS interaction flows. Users receive prompts guiding them through the appointment booking process step by step. To validate this experience, a user study involving 20 participants was conducted. Participants were observed using the system, and feedback was collected on message clarity, booking accuracy, and overall experience. This real-world validation helped fine-tune the language and structure of the SMS prompts, ensuring the system was as intuitive as possible.

System Enhancements and Contact Integration
Based on stakeholder feedback, Ontik implemented Google Contacts integration for service providers. This feature allows organizations to manage their contact lists seamlessly, making it easier to notify or follow up with clients through the SMS system. This integration further enhanced the platform’s utility for service providers managing large user bases.

Testing and Deployment
Comprehensive system testing was carried out to ensure reliability under real-world telecom conditions. Ontik tested message delivery speeds, API response times, and gateway reliability across different carriers. Once validated, the system was deployed for use in partnership with UNC Chapel Hill and their pilot service providers.