transforming the kiosk experience

A Next-Gen Self-Service Story

COMPANY

WONGDOODY, INfosys

ROLE

UX Designer

YEAR

2022

awards & recognition

Received the Design Ninja, Best Project, and Insta Award

recognized for High-impact information system improving user experience

TL;DR

Why?

The old bag drop kiosk was slow, confusing, and inaccessible.

How?

We redesigned it to be faster, clearer, and more inclusive.

Impact?

Reducing task time by 30% and improving satisfcation by 20%.

The Problem

Check-in shouldn't feel like a chore. Travelers were stuck with a system that was

😔

Slow to load

😔

Hard to navigate

😔

Unfriendly to diverse user groups

Who was affected?

🧍🏻‍♂️

International travelers

🧍🏻‍♂️

Military passengers

🧍🏻‍♂️

People with non-standard check-in needs

Key Issues Identified

Heuristic evaluation revealed

👉

Inconsistent status indicators

👉

Excessive steps for simple tasks

👉

Overcrowded UI and poor information hierarchy

Design Strategy

Simplify, then streamline

Condense flight info

From 75% of the screen to a collapsible module

Grouped key actions

Related tasks placed together to reduce screen-switching

Surface critical attributes early

No more surprises at the end of a flow

What Changed?

before
Flight information occupies 3/4th of the screen.
Attributes added previously are missing in order to make an informed change.
Repeat of overrides without information grouping having redundant clicks and steps in order to verify the details.
after
Flight information is condensed and can be viewed or expanded at any time.
Attributes added previously are shown upfront in order to make an informed change, if necessary.
Proper information grouping of overrides with minimum number of clicks on the same page to complete verification easily.
before
Flight information occupies 3/4th of the screen.
Attributes added previously are missing in order to make an informed change.
Repeat of overrides without information grouping having redundant clicks and steps in order to verify the details.
after
Flight information is condensed and can be viewed or expanded at any time.
Attributes added previously are shown upfront in order to make an informed change, if necessary.
Proper information grouping of overrides with minimum number of clicks on the same page to complete verification easily.
before
Flight information occupies 3/4th of the screen.
Attributes added previously are missing in order to make an informed change.
Repeat of overrides without information grouping having redundant clicks and steps in order to verify the details.
after
Flight information is condensed and can be viewed or expanded at any time.
Attributes added previously are shown upfront in order to make an informed change, if necessary.
Proper information grouping of overrides with minimum number of clicks on the same page to complete verification easily.
before
Flight information occupies 3/4th of the screen.
Attributes added previously are missing in order to make an informed change.
Repeat of overrides without information grouping having redundant clicks and steps in order to verify the details.
after
Flight information is condensed and can be viewed or expanded at any time.
Attributes added previously are shown upfront in order to make an informed change, if necessary.
Proper information grouping of overrides with minimum number of clicks on the same page to complete verification easily.

Results

Increased Efficiency

30% faster task completion

Positive User Feedback

20% increase in user satisfaction

TL;DR

The Problem

Key Issues Identified

Design Strategy

What Changed?

before

after

Results