UX Researcher
An IA Heuristic of the Self Service Kiosk
A full usability and interface audit of the kiosk
The Self Service Kiosk was introduced to replace internet stations within branch and help service clients who didn’t have a computer or smart device. These devices catered to the archetype of branch-goers as whole.
My role
UX Designer
Year
2020
Project Objective
The SSK devices were introduced as a mainly staff-assisted device. To make the kiosk more user friendly and encourage more self-service, the entire IA and user flows needed an audit.
Documenting a high-level IA
The project hit the ground running consuming from web and adapting for kiosk, but no documentation was created for the existing landscape. An exercise was done to document the existing IA in a rudimental format.
Creating Task & User Flows
From the high-level IA, I went through the entire system and plotted out the task and user flows. The user flows included alternative flows, user interactions and system responses.
Plotting the site map
While mapping the task and user flows, I plotted the site map. This helped to see the state of the kiosk ‘as is’.
Highlighting improvements in the IA
I marked out things that needed a redesign, new features and relocations. This also helped highlight that some most-used features were buried 7 levels deep.
Auditing inconsistencies in flows
The task and user flow document was printed out so that there was a full view of the kiosk landscaped. This made it easier to review every single flow and component for inconsistencies and improvements.
Compiling a heuristic list
All the highlighted points from the audit and site map were compiled and then sorted into a ‘design debt list’. This was added as stories and prioritised on to sprint the backlog.
Applying the heuristic audit to design
First on the list of improvements was the idle screen. Due to the most-used features being buried - they needed to highlighted here. The idle screen was workshopped - focusing on the hierarchy and layout of features.
Redesigning the interface
To allow the user to know exactly what they can do on the kiosk, cards were added instead of the previous moving carousel. The middle three cards have a contextual exposure which works as a short-cut into the most-used features. After user testing, we also simplified the log in buttons and added biometrics for a faster onboarding.
