People behind magnifying glass

Kiosk Experience Redesign

UX Design

Project Overview

The Kiosk user experience was outdated and the design system wasn’t able to scale for the growing business needs, and wasn’t agile enough to evolve (as startups do) when needs changed. The company needed a kiosk experience that allowed users to go beyond static biometric tests.

I worked as the user experience designer to reimagine what our kiosk could be and incorporate flexibility what we did not know. The design team worked hand in hand with product, business and development to design, implement and deploy the largest redesign in the companies history.


Defining the Problem

Outdated Kiosk User Interface

As the company grew, it needed a user experience that grew with it. The kiosk stations, all 10, 000 of them spread throughout the U.S. and Canada, did a great job of guiding users through biometric readings, but the customer journey was linear and finite: once the customer had finished a reading, the session ended. We needed a way to keep the user engaged for longer, and have the possibility of not only taking a biometric reading, but also connect with their doctor, take a risk assessment or sign up for a recommended program.

Linear user flow that ended once a customer had completed a task.

Design iteration

We needed a way  to allow customer to come back to the dashboard so they could further engage with kiosk, so the design team led a 5 day sprint that resulted in a testable mid-fidelity prototype. The big questions we wanted to know is: do users know how to complete a biometric test and return back to the dashboard? Do they understand their biometric readings? Did they understand how to create an account?

The major findings of the user study revealed that users found the updated interface delightful, and had very little usability issues. We were onto something!

New user flow that encouraged user to return back to the dashboard

I worked with product and engineering to redesign existing pages based on the updated requirements. Through previous user testing we knew that certain flows worked really well for our customers, so we kept what we knew worked and only updated screens and flows that we knew our users had difficulty navigating.

I created multiple user flows to communicate how a user would move through the experience.

Final Designs

I worked hand in hand with the visual designer to create hi-fidelity comps.

Impact

  • Increased user consumer engagement on the higi kiosk.
    • Increased amount of users taking 2+ biometric tests per session by 38%.
    • Increased consumer program signup by 53%
  • More flexibility in feature additions.