In this project, I undertook a comprehensive redesign of the user experience, flow, and user interface for Shopbox, a Danish POS and technology company, focusing specifically on their self-service kiosk [link]. The initiative was driven by specific customer requests aimed at enhancing the system's intuitiveness and ease of use, particularly for the target demographic of Baby Boomers. The client sought improvements such as larger text and images, accompanied by corresponding text for icon buttons.

After conducting a thorough analysis of the existing solution, it became evident that a complete redesign and reevaluation of the overall user experience and flow were imperative. The outcome was an intuitive and user-friendly self-service system that enables customers to seamlessly navigate from product selection to payment, eliminating the necessity for employee assistance.

What is self-service software?

Self-service software provides users with the autonomy to access solutions, information, or support independently, obviating the need for direct interaction with your team. Essentially, it is a software application enabling users to acquire information or execute business transactions on a computer autonomously, tasks that conventionally necessitate assistance from a human representative.

In the context of Shopbox, the company's self-service solution empowers users to finalize a purchase without the physical presence of an employee. This versatile solution finds application in various settings, including retail shops and restaurants.

User Experience

Throughout the course of this project, the flow underwent several iterations. The primary objective was to establish a streamlined and efficient process, incorporating only essential elements for users. This approach aimed to guarantee a swift and user-friendly experience. The overarching goal was to minimize the number of interactions required before the food order is placed.

Main flow:

• Start screen

• Product catalogue

• Checkout

• Fulfillment

Start screen

The site's menu serves as the platform where users search for and select products to populate their shopping cart. In the majority of instances, products are systematically categorized. Within the back-office program, companies have the flexibility to opt for a fixed, anchored scroll menu on the left-hand side or, alternatively, present users with a curated amalgamation of products and categories, facilitating seamless navigation. In cases of extensive product assortments, the employment of an anchored left menu is advisable.

To include a product in the shopping cart, users simply click on the desired item. This action triggers a pop-up, affording customers the opportunity to confirm the selection's accuracy and choose from available variants and modifiers. Only upon explicit confirmation, achieved by clicking the 'Add to Cart' button, is the product seamlessly added to the cart.

Product catalogue

The site's menu serves as the platform where users search for and select products to populate their shopping cart. In the majority of instances, products are systematically categorized. Within the back-office program, companies have the flexibility to opt for a fixed, anchored scroll menu on the left-hand side or, alternatively, present users with a curated amalgamation of products and categories, facilitating seamless navigation. In cases of extensive product assortments, the employment of an anchored left menu is advisable.

To include a product in the shopping cart, users simply click on the desired item. This action triggers a pop-up, affording customers the opportunity to confirm the selection's accuracy and choose from available variants and modifiers. Only upon explicit confirmation, achieved by clicking the 'Add to Cart' button, is the product seamlessly added to the cart.

Checkout page

The checkout page is where the user ensures one final time that the correct products and quantities have been added to the cart. It is also at this stage that the payment method is selected.

Fulfillment page

The fulfillment page appears after the payment and purchase have been completed. At this point, users have the option to choose whether they would like to receive the receipt via their mobile number or email.

User Interface

Prior to enhancing the current self-service solution, the platform's interface lacked alignment with the overarching design and associated guidelines of the company. A pivotal goal in the optimization process was to establish coherence across the company's SaaS platforms, emphasizing that the new and improved version of the platform adheres closely to the company's identity and design system. This encompassed meticulous considerations such as the appropriate application of colors based on their functions, refinement of buttons (including shapes, radius, and functionality), adherence to grid and layout standards, optimization of icons, product cards, input fields, and various other design elements.

Specific UI tweaks

As previously highlighted, the impetus behind optimizing the Self-service platform originated from valuable feedback provided by one of Shopbox's B2B clients. However, in the optimization endeavor, due consideration was extended to the end-users of the platform, predominantly B2C customers, necessitating a heightened emphasis on user-friendliness. In my approach to designing and optimizing platforms, I adhere to a fundamental principle wherein even the least experienced IT users should navigate and utilize the platform autonomously, devoid of external assistance.

Moreover, a pivotal aspect of the optimization strategy involved the creation of a comprehensive set of user scenarios. These scenarios were meticulously tailored to encompass the perspectives of the client offering feedback, the broader customer base, and potential users at large.

A quick and easy experience

At the juncture in the user journey where a B2C customer engages with the self-service platform, their attention is frequently directed elsewhere. The interaction should mirror the speed and seamlessness of traditional transactions, akin to those executed at a physical cashier's point. Following the formulation of diverse user scenarios, a consistent imperative emerged across all scenarios, irrespective of the point in the user journey. The platform necessitated swift usability, prompting the aforementioned adjustments to the user flow. Furthermore, it was paramount that the platform facilitated expeditious and uncomplicated processes, enabling users to efficiently add products to their cart and seamlessly locate the desired items.

Larger text

One of the most impactful enhancements involved a comprehensive increase in text size and headers. This modification significantly aids customers in swiftly identifying their desired products with a quick glance at the screen. Additionally, it streamlines the process of choosing between various product variants and modifiers more effectively. The optimization efforts yielded tangible benefits, notably reducing the overall operating time for customers.

Rounding

Development challenges

Throughout the project's development, the central challenge revolved around simplifying the flow creation process. The endeavor proved to be both fruitful and instructive, emphasizing the necessity of minimizing the flow's length and content to only the essential components required for users to successfully place an order.

Tasks/roles

Through the project I have acted and worked as:

• User Experience (UX) Designer

• User Interface (UI) Designer

• Prioritizing features & aligned with business goals

• Analyzed user behavior and feedback

• Documentation for users, support team and developers