Self-service Kiosk
A redesign of one of our sales platform with a pleasant and improved purchase experience for Ingresso's users.
The Challenge
Being the largest company selling movie tickets in Brazil, every year, Ingresso would participate and bring something new to Expocine, Latin America's biggest film industry event. Our challenge was to redesign, in 3 months, the entire flow and interface of our self-service kiosk to match the new hardware that Ingresso had purchased. This new sales platform had to offer a better experience than the old kiosks we had, not only to the users but also to exhibitors - we needed to convince them to invest in this new expensive equipment. Since we had recently learned that the old kiosks were one of the platforms causing problems in Ingresso sales environment, we had a lot to prove.
The team & my role
The team was made of 4 designers, our lead designer Bianca, Livia the intern, myself and another core designer, Eric (the lead designer on this project).
👍 What did I do?
- the usual scrum master duties;
- keep track of the progress of the design process for this project;
- plan and conduct user research alongside the team members;
- contribute to some design exercises like sketches and journey maps;
- give feedback to peers;
- involving stakeholders when necessary;
- facilitating meetings.
👎 What I didn't do?
- document our findings;
- translate our sketches to wireframes;
- create the prototypes for user testing;
- share the final results with stakeholders.
The process
🔍 Discovery
Our goal in this phase was to uncover users main pain points, find inconsistencies with the current flow and understand what were our hardware limitations. We did the following design exercises:
- Heuristic evaluation
- User interview and shadowing
- Hardware investigation
- Competitor analysis
One of our main findings was that even with the usability issues on the old kiosk, users still prefer to use the kiosk instead of going on the queue and buying their ticket with the clerk. 🤔
📝 Define
Based on our learning we defined some design principles, such as keeping all the controls on the bottom of the screen, so short people could reach the controls (I and a colleague were the guinea pigs for this one). We then started the ideation process with the following exercises:
- Sketching sessions;
- Wireframing on Sketch app;
- Remote usability test.
🛠 Develop
After quickly validating the concept with the wireframe, we started our next round of design exercises
- develop a prototype that catered to the main use cases.
- develop a research plan
- usability tests with real users both in-person (our colleagues at Ingresso) and online with random users.
🎁 Deliver
After making the necessary adjustments to the prototype we delivered the designs to our amazing dev team!
The product was delivered on time and the launch on ExpoCine was a success! Our CEO reported to us that five clients demonstrated interest in buying the new kiosk and one bought in the spot! 😎
Watch the video of us testing the kiosk below!