Case Study: Telmate Kiosk Redesign

In 2014, one of the main projects for Telmate was to improve the lagging cash and credit card deposit amounts for their kiosk product. By identifying problem areas within the user workflow, we wanted to improve the deposit amounts and success rates of the users. Over time, we delivered an enhanced and stable product, thus achieving the goals of increasing financial contributions while also improving the overall experience of the Kiosk users. 

Wireframes and Initial Concepts

Worked on laying out various user workflows with wireframes while engaging internal stakeholders (e.g, CEO, engineering, marketing, customer support, and QA members) in identifying potential issues with the new kiosk design. Reviewed all the collected data to determine what existing components would be necessary and what workflows would still need to be updated via basic wireframes.

Color Schemes

Researched colors to identify which ones would be the most beneficial to Telmate users. In our analysis, many users made mistakes due to nervousness with being in a prison or jail lobby. Chose select colors to assist users in navigating through the kiosk experience while reducing their emotional stress.

Icon Design

Designed iconography to reflect simple and understandable concepts for the users that had literacy issues and for non-native English speakers. Identified icons that resonated best with users to help improve the overall success rates with depositing on the kiosks.

Designing Product Elements

Responsible for designing all elements of the kiosk project from the layouts, workflow, iconography, typography, to animations and behavior of various functionality.

Specifications

Provided design specifications for the engineering and QA teams for maintaining a consistent workflow throughout the whole design. The overall design provided enough latitude for engineers to be able to change things during the development process if needed.

User Experience Research and Data

Once a stable beta version of the kiosk was available, we tested it at several facilities where we gathered data on users via surveys, observations, and then through monitoring the code itself. After analyzing the collected quantitative and qualitative data, we presented a report to members of the executive and managerial teams on our findings and recommended changes for future releases.

MVP Product

A Minimal Viable Product (MVP) with an updated experience and workflow was completed within several months and available for beta testing in facilities. The initial sample size reflected a threefold increase in users both deposit amounts and overall success rates.