As the senior design manager and design lead, I worked on redesigning and rethinking the Telmate Kiosk project for several months. It was a visual and technical problem that required extensive usability studies, subsequent testing, and evaluation at various steps of development.
The Telmate kiosk was the primary product where users scheduled video visits or deposited funds into the accounts of their incarcerated loved ones or friends.
I was sensitive to the difficulties many users faced when using the device at a correctional facility. The nervousness of the jail environment and the frustration of dealing with an unfamiliar user interface were all considered in redesigning the experience.
I simplified the number of steps required to complete a financial transaction, improved the visual iconography, and created a color palette to make it more approachable for the majority of users.
After an initial soft launch, my team and I conducted usability studies on the new kiosk design. After collecting and evaluating the data, we delivered a report to the executive management team with positive results.