kiosk

TL;DR

So that Western Union users can send and receive money around the clock, Western Union services are available in kiosks and ATMs in more than 500,000 agent locations in over 200 countries and territories.

Outcomes

Time on task

2.0

Minutes for repeat customers instead of 10 minute

Completion rate

61%

From 38%

Rolled out to

600

locations and 580 by
end of 2020

My role

I was a senior designer working on this
project partnering with another designer.

What I did

Built a self-service experience for
600 ATMs in LBP bank in France.
Re-designed Kiosk machines in
Walgreens and Safeway in the United
State.

Problem

While doing four rounds of usability tests and gathering data from Amblitute, we narrowed our focus on to the following key points.

38% completion rate for money transfer service on kiosk machines

Self-checkout takes almost the same amount of time (15min) compared to a regular retail experience

Touch screens feedback in the majority of Kiosk screens have slow feedback

Evaluating the current experience

I created a workshop with designers to help identify all components by printing all our major flows. We started identifying all components and how many times we use them so we could sort them from global to specific components.

Fonts are small and very difficult to read, especially with a screen glare.
Asking users to provide their ID and KYC information, even if the amount is less than $300.

Most drop downs are hard to interact with because of the touch screen’s slow feedback.
Everything is cramped up to the top of the screen to preserve space for the keyboard.

Dropdown alternative

Testing two alternative patterns to dropdowns to help move away from scrolling long list of choices

Idea 1: Auto-complete search

Pros:

Users expected an auto-complete search, and this experience was familiar to them.

Cons:

Not enough space to list all countries.
Hight interaction cost for number of clicks, moving elements, and loading to filter countries.
This solution only solves country drop-downs.
The user needs to know how to type the country name.

Idea 2: Overlay selection

Pros:

Enough space to list all options.
Three clicks to get the job done.
This solution can be used to replace any dropdown in the system (date of birth, city, state, and country of birth).
Carousel helps breakdown lists in case of a large one.

Cons:

User expected an auto-complete search.

Creating an offcanvas keyboard

Old kiosk screens preserved space for the on-screen keyboard. I wanted to implement an off-canvas keyboard to help free up space to avoid compromising on space and impact touch target sizes.

Self-checkout - payment

The kiosk has two experiences, self-checkout using a debit card or pay at the cashier.
Considering the pressure of people behind, it took users to get their card and insert into the machine the following:

From a bag

15~20

Seconds

From a wallet

8~12