First things first. Examine the current implementation. A number of issues arose as the kiosk itself was a complex hardware/software kit that can take cash, card or cheque payments, as well as scan your ID and issue products or receipts. While many of the hardware components had their own problems, the first task would be to redesign the UI to solve many of the on-screen problems and allow for user-friendly end-to-end journeys.
A more heuristic analysis explored the purpose and possibilities of this product. Can we present advertising during an ‘idle state’? How can we introduce the kiosk’s capabilities to new customers? How do we better welcome users to use the kiosk? How can we use animation to improve the experience? To build support and investment in the renovation, some wow-moments were presented to, and approved by, stakeholders.
A framework for scalable design had to be quickly assembled and this included a rules-based page template, re-usable component library and documentation. This allows development teams to rely on a standard screen layout system and default settings for fonts, colours and other assets.
Once all the existing journeys were converted to the updated design system and templates, the 14 user journeys were set up as clickable prototypes. These were used for troubleshooting the journeys and for testing the UX with customers. New helper animations were produced to show customers where to interact with the kiosk’s various hardware devices, including card readers, printers, etc.
The final design shows a more integrated, engaging design language complete with product advertising and instructional language during the idle state, accessibility features and animation to improve the experience. With a target of 221 operational kiosks by the end of 2024 and 1.2 million kiosk transactions at the time of publishing, the du Quick Kiosk is off to a healthy start.