Transforming the Kiosk Experience:
A Next-Gen Self-Service Story
Skills
Heuristic Evaluation
User Research Synthesis
Usability Test
Information Architecture
High-Fidelity Mocks
Tools
Results & Impact
✨ Reduced task completion time by 30% by minimizing unnecessary clicks and simplifying the navigation.
✨ Improved user satisfaction by 20%, thanks to a more intuitive layout and faster task completion.
Enhanced accessibility for users with different needs by reducing steps in key user flows.
Overview
The Context
Traveling can be stressful, and the last thing passengers need is a slow, complicated check-in process.
When we were tasked with redesigning the self-service bag drop kiosks for a major airline,
the mission was clear:
Research
Understanding the Pain Points
The legacy system had its share of problems. International passengers, military personnel, and those with special check-in requirements were often frustrated by slow load times, excessive clicks, and confusing navigation. People needed to get to their gates, but the system was holding them up. It was time to rethink the whole experience and make it as smooth as possible.
Interview Synthesis
Confusing Navigation
Too many steps for basic tasks.
Redundant Actions
Users had to repeat steps unnecessarily.
Slow Processing
Long load times added frustration to an already stressful experience.
Understanding the Pain Points
Research
We also performed a heuristic evaluation of the old system, which confirmed multiple usability issues: inconsistent status indicators, excessive steps to complete simple actions, and a poorly structured information hierarchy.
Cutting the Clutter
Designing the Solution
We started by simplifying the layout. The first task was to condense flight information. Previously, flight data took up three-fourths of the screen, crowding out more actionable elements. Now, users could easily expand or collapse this information based on their needs, reducing cognitive overload.
We also focused on reducing the number of clicks. By grouping related actions together and showing key attributes upfront, we allowed users to make informed decisions quickly. No more jumping between screens or re-entering information—everything they needed was right in front of them.
For example, in the old system, if a traveler needed to update their bag details, they would have to navigate through multiple screens, only to find missing attributes at the end. Our solution made those attributes readily accessible, grouped logically, and easy to verify or modify on the same page.
Legacy System
Solution
Results that matter
The impact of the redesign was immediate and measurable:
✨ Reduced Task Time:
We cut task completion time by 30%, allowing users to complete their check-in and bag drop with minimal hassle.
✨ Improved User Satisfaction:
User feedback indicated a 20% improvement in overall satisfaction, thanks to faster task completion and a more intuitive layout.
✨ Enhanced Accessibility:
We streamlined key user flows, making the system accessible to a wider range of travelers, including those with special requirements.
New System
What’s Different?
The New Kiosk Experience
Condensed Information
Easily viewable / expand information, giving travelers the option to see detailed data only when they need it.
Quick Attribute Changes
Key flight or bag attributes are upfront, making it easier to make updates without navigating through multiple screens.
Streamlined User Flow
Fewer clicks, fewer steps—an overall smoother experience.
What I Learned
The Power of Simplicity in Complex Systems
This project taught me the importance of simplifying complex processes. Travelers are often under pressure, and the more streamlined and intuitive the system, the better their experience will be. We focused on cutting unnecessary steps, providing clear information, and optimizing navigation—all key elements in creating an efficient and satisfying user experience.
Looking Forward
Future Improvements
While the results were impactful, there's always room to innovate. In the future, I’d love to explore:
✨ Voice-Activated Kiosks: To make the system even more accessible, especially for those with disabilities.
✨ Biometric Check-In: Integrating biometric verification to reduce touch-points and speed up the check-in process further.
✨ Predictive Assistance: Using AI to predict and offer relevant suggestions based on traveler behavior, like automatically flagging overweight bags or alerting users about gate changes.
Revamping the self-service kiosk system wasn’t just about technology; it was about understanding the people using it. With every click we removed and every screen we simplified, we brought travelers closer to what they really wanted—a seamless, stress-free journey.
Arathi Pallath
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Let's join forces!
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