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At the time this project began, customers who wished to pick up an order could push a physical button mounted beneath a large sign at the front of the store. Customers who wanted to look up a gift registry could do so from a touchscreen kiosk right next to the Pickup area. The new design called for a single kiosk to accommodate both Registry and Pickup needs.
The Container Store team had already formulated an initial map of how they envisioned the screens chaining together. As I came onto the project, I was able to help make small adjustments to the flow and fill in some gaps. For the most part, however, my role was mainly concerned with UI styling and interaction.
The Pickup activity was given more emphasis on the Home screen because it is the more commonly used service. Customers could scan the barcode on their printed order, key in the order number, or call a salesperson for help.
One of the cooler features is the queue. As the customer’s pickup request is logged, a tray appears at the bottom of the screen. The customer’s order appears as a card in the tray, along with a status message. As the order is located in the stockroom and brought to the front of the store, the status message changes. This not only keeps the customer informed of their progress, but keeps the progress persistently visible, even as other customers step up to use the kiosk.
The Registry functionality remained the same, though the usability was enhanced by the updated styling and acknowledgement of various error scenarios.
This was a really fun project because it was my first time to work on a kiosk interface. With a mobile app, I would have a device to mirror to and ensure that font and touch target sizes were OK. With this project, I had the chance to put my designs up on the actual kiosk screen once or twice, but for the most part I had to make careful observations of the screen dimensions and design accordingly. It helped to refer to the current kiosk screenshots to get a good sense of scale.
The fact that there was a scanner that users could interact with was also a challenge. Not having any control over what kinds of visual cues would be given external to the kiosk (e.g. signage or a stand for the scanner light to shine on to for customers to see), I had to find a good balance when it came to indicating the location/existence of the scanner beneath the touchscreen.