¿Which was my rol in the project?
How Did We Approach the Testing Stage?
We conducted a series of individual tests, divided into four client groups, in order to investigate clients’ needs, inconveniences arising from the design, and the expectations of the platform’s users.
Testing activity consisted of soliciting a group of users that would manipulate the self-serve kiosk prototype and complete five tasks previously defined by the client.
For this, we utilized open-interpretation slogans (for example, ‘Imagine that you need to order an affiliation certificate’) and we complemented these with closed slogans in necessary cases (for example, ‘Locate and print payment confirmation’).
Users verbalized their reasoning and decisions, following the Think Aloud protocol, which was then paired with the notes and observations of a second support consultant.
What did we learn?
The kiosk is not just one screen
During the entirety of the design process we had been preoccupied with ensuring the in-screen interface would be as usable and intuitive as possible; however, this didn’t matter if users confused the slot used to insert their ID card with the credit card tray.
The role of a human being guiding the user remained indispensable
Clients that go to the physical branches will, in the majority of cases, prefer to talk with a person who, after listening to the client’s demands, can help them use the kiosk or call on a representative for assistance.
Testing quickly and early
Some of the discoveries we made during design stage-testing allowed us to recognize key mistakes in our interface, which we were able to correct and improve before beginning construction, saving both parties time and money.