The Challenge
Nekter stores have a sole menu board that hangs over the service station. Customers who have trouble making a quick decision about their order may experience anxiety as they browse the menu. They also may feel rushed if there are other customers in queue.
Duration:
Responsibilities:
- UI Designer
The Result
In-store Kiosk
Interface
Kiosk's Device
The Process
The Research
Understanding the Brand
Visiting the Facilities
Crafting a User Story
After visiting multiple stores and observing the customers’ behavior, patterns started to emerge, which led us to the story board shown below.
Once the evaluation our personal insights and storyboard was completed, we decided who that our primary user is a mother, looking to spend quality time with her child, while teaching him/her about healthy drinks and snacks.
Ideation
As a team we had a couple of rounds of rapid ideation sessions (“quick 6” exercise), which led us to the following potential solutions:
- The in-store kiosk allows a customer to browse Nekter’s extensive product inventory at their own pace and customize her order.
- It reduces or eliminates bottleneck at the cashier counter.
- It introduces an element of fun/gamification to the Nekter in-store experience.
Iterations
The Take Aways
- When designing for a kiosk, the prototype and testing should include the physical platform too. In this case, the kiosk was changed from a standing platform to a tablet mounted on the wall with an adjustable arm. That change would accommodate users with some form of physical constraints such as someone with a broken arm, or a mother holding a baby or a person of shorter stature.
- We also learned about how to strike a better balance between user’s objectives and sale’s objectives. By adding a point of friction prior to the toppings, we hindered the company’s prospects of making more profit on the purchase.