ARIZONA MVD
CHECK-IN KIOSK
Product Design / User Observation
Objective:
Following the launch of Arizona MVD check-in kiosks, designed by myself and the lead product designer, I visited an MVD location to conduct user observation and identify any pain points.
Deliverable:
User observation report
Iteration to the check-in kiosk design
Observations & Recommendations:
Upon Arrival to MVD:
Observations:
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Kiosks are contained in an “aisle” to direct customers to check-in
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Requests were made for larger check-in signs
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Observed customers confused on where to start/if they needed to check in/looking
around for more direction
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Due to confusion/frustration customers sometimes skip this and just walk straight to a line
Recommendations:
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Create larger check-in signage
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Signs should include instructions to prepare customers for what to expect before arriving to kiosks (i.e. “Have I.D. or QR Code ready to scan”)
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Signs should focus on clear, concise, scannable information to not overwhelm the customer
Initial Check-In Screen:
Observations:
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Customers are not reading the text or watching the video-- they immediately go to the action buttons
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The video is too long-- takes too long to get to the action graphics
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Observed customer confusion on where to start/what to do
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It is not clear enough that scanning ID or QR code is an option, customers are immediately clicking “New Check In” or “I have an Appointment” where they are directed to input information manually
Recommendations:
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Display a stand-still or short loop instructional graphic rather than a video
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Provide larger action buttons, with less stand-alone text
Keyboard:
Observations:
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When a customer taps to type, a very small keyboard opens. The size of the keyboard creates visibility and usability problems
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Customers can enlarge the keyboard, however this button is not intuitive
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Once the larger keyboard is opened, it blocks the “Continue” button. It is not intuitive to customers to close the keyboard or scroll down to see the button. This is creating a stopping point for customers
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On the larger keyboard, the close button is very small and close to the screen edge making it difficult to tap.
Recommendations:
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On screens where typing is required, provide an integrated keyboard, with all content of the screen visible above the keyboard
Final “You’re checked in.” Screen:
Observations:
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Customers are confused on where to go after this screen
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Customers click “Finish” before reading the instructional text
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The session times out (30 secs) before customer understands what to do next. (Ideally a re-design will eliminate this problem by making the next step more clear, quicker)
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The imagery/colors on the instructions do not match the line option sign
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This screen is not scannable enough for customers-- overwhelmed
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Have received complaints on the verbiage of “I have a disability and cannot stand in line.” Requested to simplify to “Join the ADA Line.” with ADA icon
Recommendations:
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Use matching visual illustrations for the Walk-In, Appointment, and ADA line signs. (When designing we were under the impression that signs could look different depending on the office. It was confirmed that these signs will look the same in all offices)
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Remove “I have a disability and cannot stand in line.” and simplify to “Join the ADA Line.” with ADA icon.
Error Message:
Observations:
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Error message appears small, and in the top right corner
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Error message disappears very quickly
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Customers did not have enough time to read and process the information before the message disappeared
Recommendations:
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Display a larger error message, avoiding accessibility issues for vision impairments
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Provide a longer display time, keeping the close out option for customers to exit the error message sooner if wanted
Design Iteration:
After presenting my observation report to stakeholders, I implemented my recommendations into a new iteration of the kiosk design. The iteration was approved and passed off to the developers.
Follow Up:
Following the implementation of the new design, management from the MVD locations have reported that the check-in process has been smoother and more successful for customers.
