1.3 billion people are estimated to live with some form of visual impairment. They are often unable to perform simple tasks due to the lack of accessibility features. I helped redesign market kiosks made by NCR to make them universally accessible to all.

My Role    

  • UX Research: conducted observations, and led the affinity mapping and journey mapping  process.

  • UX Design: prototyping experiences at low and high fidelity through concept sketches, wireframes, and interactive prototypes. 

  • Industry Partner Communication: represented the team by communicating weekly with industry partners on project updates, scheduling weekly meetings, and shared resources. Presented project updates utilizing purposeful slide decks. 

Timeline    

August 2019 - December 2019 

 

*Project is currently in progress 

Primary Prototyping Tool

Adobe XD

Team​ Members

Anjali, Yujin, and Nektar

Primary Prototyping Tool

Adobe XD

Results​

  • This project is still in progress! Please check back for results in December.

Background

NCR Corporation, previously known as National Cash Register, is mentioned as “The # 1 global POS software provider for retail and hospitality, and the #1 provider of multi-vendor ATM software.”

They offer self-service kiosks, point-of-sale terminals, automated teller machines, check processing systems, barcode scanners, and business consumables. In this project, our group focused on the XR7 kiosk typically used in grocery stores.

 The Problem

Currently, the NCR Corporation kiosks do not have many accessibility features for visually impaired users. Users can turn up the volume of the kiosk and utilize an on screen navigation pad. However, there is currently no way to adjust text size or hear all the options presented on every screen.

Our job was to work to add accessibility features to the XR7 kiosk for users that are visually impaired. 

Competitive Analysis

We studied self-service checkout kiosks at Walmart, Target, and Publix. 

We wanted to understand what accessibility feature were already available to users in self-service kiosks that were made by competitors. 

I created a chart to compare the features offered by each kiosk.

From this chart, we could clearly see that all kiosks were missing true accessibility features. Many of the kiosks did not actually read all options presented on the screen to the user.

From this competitive analysis, we know that the new XR7 kiosk should:

1.

2.

3.

The kiosks aren't really something I use. I get frustrated, because sometimes the voice works and sometimes it doesn't. I'd love to be able to use it one day though.

User 1

 Observations, Interviews, & Surveys

To better understand users with visual impairments, we observed them using their assistive technology. We also observed people using the XK7 kiosks at NCR. Next, we interviewed users to get insights into how individuals with visual impairments used assistive and regular technology, shopped for groceries, and how they received assistance for technology when in stores.

 Finally a survey was created to in order to 

 find out users' likes and dislikes in regards to self-service kiosks in grocery stores. We also asked preliminary questions to uncover the specific details of their preferences in regards to assistive technologies.

Process

Results

Below are the findings from our observations, interviews, and survey.

Affinity Map

Next, we chose to complete an Affinity Maps in order to organize the information we learned from our users. 

They were currently unable to use self-service kiosks in their current stat, but we wondered if there was a solution in the assistive technologies they already used.

Understanding The Users

Based on the data obtained, we created Empathy Maps and User Personas to help to better empathize with the users and their story. 

There are two main user groups represented by Sam and Lina.

Next, we mapped out the User Journey to identify points of frustration in the self-service kiosk check-out process.

We also used the Journey Map to identify touch points and potential opportunities.

Sam's Journey: Legally Blind

Lina's Journey: Fully Blind

Finally, we created storyboards of a user's current journey.

This creates additional context to help really understand the current road blocks in regards to using a self-service kiosk when you have a visual impairment.

 User Pain Points

From the research conducted, we identified many challenges with using a self-service kiosk if when having a visual impairment.

Below we identified a few of the major pain points experienced by the users that were prioritized for the first iterations. Priority was chosen based on feedback from users.

Lesson planning takes too much time due to the need to recreate templates.

01

 Problems to Solve

Pain point identification let us to the following problems to solve:

How might I leverage templates to make the lesson planning process more efficient?

How might I help teachers find resources quickly?

How might I help teachers be able to view all their lessons easily? 

Brainstorm 

The "How Might We" questions helped guide me to specific problems to solve.

We began to brainstorm different ways to solve the problems that were identified.

We got feedback on all our ideas from the users. 

The users liked______

Sketches

Next, based on user feedback we created detailed sketches of potential screens. 

We referred back to all of my user research, user pain points, and "How Might We" questions in order to make sure we stayed focused on user needs.

This idea solves the following problem

This idea solves the following problem

Information Architecture

Information Architecture diagram was created to help me understand how teachers would navigate the site. 

We also explored the Information Architecture of competitors' digital plan books in order to understand how teachers are already navigating digital plan books.

Wireframes

Wireframes were created and tested with users in order to get feedback to inform design iterations.

Users really liked the features _______

Iterations 

The first iteration was completed back in January 2019 when I was first working on this project. I did not know much about design, but I worked hard to solve the problems the users were having.

We put our prototype in front of our users to get their feedback on the first iteration 

We put our prototype in front of our users to get their feedback on the first iteration 

We put our prototype in front of our users to get their feedback on the first iteration 

The second iteration was completed in September after receiving feedback from the users on Iteration 1. Below you will see the changes made.

We put our prototype in front of our users to get their feedback on the first iteration 

We put our prototype in front of our users to get their feedback on the first iteration 

We put our prototype in front of our users to get their feedback on the first iteration 

Final Design

The final design created from all the research generated and user feedback is presented below.

Specific features were added to address the "How Might We" questions identified.

Feature

 

We put our prototype in front of our users to get their feedback on the first iteration 

Feature

 

We put our prototype in front of our users to get their feedback on the first iteration 

User Flow

 User Testing

The final design was placed in front of users for testing to inform future iterations of the design.

Users were given tasks to complete and were asked to think aloud while completing these tasks. Users were also asked questions about individual screens.

After completing user testing, I received the following user feedback:

01

Tools were combined from Magellan and Tandem Web Tools to ensure that our users had access to all of the functionality needed to efficiently do their jobs. Users were also given the ability to see different views within the same page in order to reduce the need to navigate to different pages.

An information icon with a pop up help card was added to help our users make sense of reports and codes that appeared on the page.

02

03

We wanted to ensure our application was available to all of our users by making it a web based application that could be accessed through a URL. 

Next Steps

Design, Feedback, Iterate

I need to utilize feedback from the user testing session to complete iteration three. Then, I would test iteration three with our users and get feedback. We would try to repeat this as many times as we could in to get as much feedback from our users as possible. This helps us to make sure we are truly meeting our user's needs.

You are not the user

Data was pulled by our software engineers to show that a few of the search tools had not been used at all this year. More research needs to be done in order to find out if there are truly any users of those tools. Tools that are no longer in use will be pulled from the application. 

Lessons Learned

You are not the user

Due to the fact that I am also a teacher, it was tempting at times to want to design for what I would want or need. TO

Consider other stakeholders' perspective

School principals and school coaches are an integral part of the lesson planning process. They review teachers' plans in order to give feedback and ensure they align to school and district goals and state standards. Moving forward, I plan to consider how to utilize this system to  help principal's and coaches meet their needs.

Utilize Familiarity

Many teachers mentioned that they do not have much time to complete all of their required tasks. It is important for technology for teachers to utilize structures and language that teachers are already familiar with in order to reduce the time they would need to spend to learn a new platform.