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Nicky Guan

How to contact
Email: [email protected] / Cell: 415-770-3469
Tools: Sketch, InVision, Axure, Adobe Creative Suite
What I do    
I'm a full stack-designer and digital artist who uses agile user-centered methodologies in all things I do. I specialize in user experiences, visual design, content marketing, and strategies.

Western Union Kiosk Design

Western Union has over 500,000 retail agent locations around the world and its services are available at over 100,000 ATMs and kiosk machines (worldwide).

As of June 2018, Western Union completed over 350 million C2C transactions worldwide, generated 56 billion dollars of revenue.
   
Western Union's biggest kiosk partner in the US is Walgreens which had over 15,000 transactions produced by kiosks as of 2017. Each Walgreens location has 3-5 machines. And there are 8175 Walgreens stores in the US.

Overview
My Role: Design, Research, User Testing
Duration: Ongoing 
Team: 1 Designer, 1 Product Manager, 20+ Developers
Software Tools: Sketch, Axure
The Goal: redesign Western Union kiosk interaction and interface to allow users to make the money transaction as effortlessly and seamlessly as possible.

The Challenge: learn retail customer's preference and user behaviors, define environmental and technical limitations, and figure out ways to efficiently utilize screen space by eliminating unnecessary content.
Research & Discovery 

User Research & Persona

With the help of the existing research data and resources, the team decided to conduct a series of user interviews and testings among three focus groups that are targeted to Loyal Retail Customers, Hybrid Customers, and Potential Customers.

Based on the interview feedback and observations, the team discovered good findings and insights to create detailed user personas that can help identify user behavior and goals further.

Usability Testing - Focus Groups

The next step is to set up usability testings among two groups of participants (people have used Western Union product and people are new to Western Union service/product) to learn how the existing kiosk system performs among existing and new users.

Participants are randomly selected across the US, Canada, and the UK and given by different scenarios/tasks to make sure the test results are holistic.

Videos are recorded for references and discovering insights when participants were doing the test.

Usability Testing - Tasks & Questionaire

The usability testing is divided into 3 phases: pre-test, during the test, and post-test. Questionnaires along with test requirements and task scenarios were provided to participants to use as a guideline.  

The questionnaires are focused on testing one hypothesis: if the time spent on the test and task completion efficiency meets user's initial expectations.

Define & Analyze 

Organization & Prioritization

From the results of user research and testing, the team was able to identify a series of pain points users had with the existing kiosk design and put together a deck to present to the management team regarding the importance of kiosk service as well as potential areas that need to be improved.

The team received the green light from management after presenting the deck and started working on concept development based on the findings revealed in the tests. Below are the sample slides.
Ideate & Create 

User Flow (Holistic Approach)

In order to improve the user experience holistically, I created a basic user flow chart for retail experience and kiosk experience. By providing UX flow for kiosk experience, the team was able to demonstrate how to make three key functions fit in the existing ecosystem more efficiently and how they interact and connect with each other in order to provide a seamless experience to our customers.

Environment & Ergonomics Evaluation

The team also took environment and ergonomics into consideration when it comes to ideation. We decided to go with the design-for-all approach which allows us to design the product along with the environment holistically and suited to all members of the society.

In general, people don't always feel secured doing money transfer or entering personal information in public. Taking that into account, kiosk interface and interaction have to be as simple as possible to allow the quick and easy process.

As for the ergonomics aspect, there are four important dimensions that have the direct impact on the interaction between user and kiosk machine. They are the screen height, keyboard height, cash slot height (if applicable), and cash slot height (if applicable).

  • Screen Height: need to be visible and close to the eyes.
  • Keyboard Height: ideally 0-100mm above elbow height.
  • Card Slot Height: ideally 100mm above the average elbow height
  • Cash Slot Height: need to be visible and easy to reach. Ideally 50mm above the average elbow height.

Competitive Analysis

Before jumping into brainstorming sessions for solutions, the team conducted a series of comparative analysis of similar products in the market to get inspiration from. The list of products includes Chase ATM, Bank of America ATM, Safeway Self Checkout Machine, Target Self Checkout Machine, and Amazon Bookstore Kiosk.

Brainstorming & Sketches

The team gathered and performed a series of brainstorming sessions and workshops to share thoughts and feedback.

We broke down the entire kiosk experience into four main sections: Login Flow, Send Money, Pay Bill, and Pick Up Money. Then sketched out our ideas on paper and the whiteboard.
Wireframes & Prototype 

Low-fi Mockups

Based on the research findings and team brainstorming results, wireframes are created for stakeholders to review to gather further feedback which gives flexibility for the team to iterate on the design at the early stage and avoid any wastes during the development process.

The interactive prototype is also created using the wireframes to test the flow at the early stage to validate the experience design.

Check out the wireframe prototype (created on Atomic): https://app.atomic.io/d/21fjv7FXQ0Aj

Hi-fi Mockups

Since the style of the kiosk machine has already been established, the team moved forward with hi-fi mockups once the screen wireframes got approved by product and legal.
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     Test & Validate

Usability Testing

Usability testing is involved in every key stage of the development process to help the team looking for design flaws and pain points to reduce user friction and improve the experience of the product. 

The primary tool we use at Western Union for user testing is usertesting.com which allows us to get direct feedback from users in a timely manner.

Also please feel free to visit Western Union Retail Locations to try kiosk machine out.

A/B Testing

A/B testing is also used by the team when it comes to comparing two versions of the design to see which one performs better among users. Create apple-to-apple test by clearly defining fixed elements and variables is the key to a fair and constructive result.