I'm a UX Designer
AT&T Self Service Kiosk
2012-2019
Primary UX/UI Designer
The AT&T Self Service Kiosk was in need of some love. There wasn’t scope for a full redesign, so I had to work with what was there, address known user pain-points, add support for new functionality, then give it a facelift.
The starting point
The AT&T Self Service Kiosk had not been updated for many years, and there were a bunch of known customer pain points which needed to be addressed. Our goal was to improve the user experience, modernize the aesthetic, adopt current branding, while simultaneously updating functionality to reflect new products and features.
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The tricky part was there was no scope for a back-end rebuild, so we had to work with what was already developed, add new functionality and change the front end into something new while continuing to support over a million transactions each month.
Before Redesign: AT&T Self Service Kiosk Homescreen
Researching Transactions
AT&T offers convenient payment options using the website and mobile apps, the Express Service Kiosks (ESK) are located in stores and process over a million transactions each month and take-in the majority of in-store payments.
I researched the transaction data to learn the type of transactions that were being processed by the kiosk. Bill payments, prepaid purchases, usage data, account changes, account details are all services offered by the kiosk. We drilled-into payment transactions to learn the tender types most commonly used, the services on the accounts and the average bill-payment.
Knowing how this self-service kiosk is being used helped to focus on the functionality we should address first.
Since AT&T offers easy online payment options, we needed to learn more about our users. Who are the users that want to make a payment in the store?
I went to a variety of AT&T stores and observed users making transactions. This process allowed me to identify more pain-points in the flows and also some physical challenges with the kiosk hardware.
I learned that the self-service kiosk has a loyal "customer base" and loves their familiarity with the payment flows. The majority of these customers strongly felt a preference for this method of payment.
Interviewing customers in the store revealed each customer's motivation for coming into the store to make a payment. I also learned that the self-service kiosk has a loyal customer base. These customers enjoyed the familiarity with the payment flow and were concerned about changes that would create a challenge in the ease of making their payment.
While the reasons for the in-store payments varied, these users all had created a routine and enjoyed telling me the details of this habit.
Who are the users?
Personas
This research allowed me to create a series of personas that were used to guide the priorities of our added functionality and redesign in the flows.
The UI update
As we worked on expanding the kiosk capability, we developed a set of goals for the redesign.
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Eliminate the outdated navigation bar
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Bring actionable items to the user's focus
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Leverage the user's familiarity with the existing flows
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Modernise transactions by simplifying screens and streamlining flows
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Keep account details available and non-distracting during the transaction
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Move the physical position of the actionable items higher on the screen to prevent bending to read button text.
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Increase contrast to ease legibility in locations where screen glare is an issue
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Algin UI design with AT&T branding
