Category
B2C
What I worked on
UI/UX, User Interviews, User Testing, Wireframes, Interactive prototypes, High-fidelity
Team
Project Manager, Sales, Marketing, Developers, Testers
Tools
Figma, FigJam, Usertesting.com
Challenge
Overcoming Barriers to Adoption: A Kiosk Redesign
Low adoption rates plagued the kiosk system, as users preferred front desk assistance. Navigation difficulties, accessibility issues, and mandatory login requirements discouraged self-service use, creating inefficiencies.
Complex Navigation:
Users struggled to locate campsites, causing frustration.
Poor Accessibility:
ADA non-compliance excluded users with disabilities.
Mandatory Login:
Password dependency slowed the booking process.
Unclear Filters:
Ineffective filtering options made campsite selection difficult.
Confusing Visual Hierarchy:
Poor design led to user errors and inefficiencies.
High Front Desk Dependence:
Low kiosk adoption overwhelmed staff with manual bookings.
Research and Discovery
Understanding Users: Insights that Shaped the Redesign
We conducted surveys, interviews, and usability testing to uncover why users avoided the kiosks. Competitor analysis revealed opportunities for simplifying the user flow and improving accessibility.
How Personas Guided Decisions
We created personas like Lisa (First-Time Camper), who needed a guided experience, and Jim (Frequent Camper), who valued efficiency. These personas helped balance simplicity for new users with speed for experienced ones.
How Might We
Ideation & Strategy
Bridging Needs with Solutions: Strategic Ideation
We used Brainwriting and SCAMPER techniques to address user pain points. Ideas prioritized reducing friction in bookings, improving accessibility, and simplifying navigation.
Proposed Features
Design
Crafting an Accessible, Intuitive Interface
I led the design process, creating wireframes, prototypes, and a scalable design system. Rigorous user testing refined the platform for accessibility, usability, and consistency across devices.
Wireframing and Prototyping
Using Figma, I iteratively developed:
Low-Fidelity Wireframes:
Outlined core user flows, emphasizing ease of navigation.
Interactive Prototypes:
Allowed users to test features like filters and guest checkout early.
Evaluation
Measuring Success: The Impact of the Redesign
The redesigned kiosk application boosted adoption and efficiency. Simplified navigation, accessibility enhancements, and faster checkouts empowered users, reducing dependency on front desk staff.
The Takeaway
This project highlighted the importance of designing for diverse users. I learned that combining accessibility with intuitive workflows creates scalable, user-friendly solutions. Future iterations could leverage AI for personalized recommendations.