This project was a two week long endeavor to design a user friendly self checkout system. The journey map is a representation of how the service could be. This shows the flow of our design.

Here is a glimpse of how problematic the current self checkouts are.

We used in context observations, shadowing and personal experience to create a territory map. The major need identified from the data gathered was of making the user feel in control of the process.

The entire team brainstormed on the way this problem could be addressed. Iteration was the key word in design process.

Service blueprint helped us model the way things are and understand the gaps in the service. The words above represent the areas of improvement which we identified in this blueprint.

We designed our service based on our user research. We created storyboards showing use of our system in particular scenarios. Detailed storyboard may be viewed in the presentation below.

Designing a service did not mean just making a user friendly interface. We also designed the physical structure of our kiosk to address the needs of our users.

This instruction card was designed keeping in mind the needs of first time users of the kiosk.