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UX Audit
Heuristics Evaluation for an Aviation Kiosk
I was the UX Auditor, I conducted an evaluation of the Aviation Kiosk Application that is commonly employed in airports.
Project
Kiosk Heuristic Evaluation
What I did
User Interview
UX Evaluation
Documenting and Reporting
My Role
Lead UX Designer
What is UX Audit?
UX audits are health checks for your website or app that measure how well they're performing. Audits ensure that users have an easy time accessing content, completing tasks, and finding information. Heuristics evaluation is one of the tool to conduct UX audit
Context
Based on the results of a user survey, it was found that despite the fact that the client's primary and mobile products are the main drivers of their business, customers have provided poor feedback on the products.
Project Goal
The objective at hand is to conduct a heuristic evaluation of the kiosk flows, with a focus on user experience, and subsequently provide recommendations for enhancing the design of the 'New-Kiosk'.
Evaluation Methodology
Current kiosk screens were reviewed by experts and its compliance to heuristics (generally accepted standards of a good user experience) was assessed
We deviated from the standard scoring method for heuristics evaluation at the client's request and instead created a comprehensive report that included screenshots and categorized issues as showstopper, major, or minor, along with the relevant heuristic(s).
- Showstopper: Problems that completely block people from achieving their objectives.
- Major Issue: Problems that lead to time waste, higher learning curves, and error rates.
- Irritant: Minor issues related to aesthetics or consistency that slightly slow down users or represent a minimal breach of usability standards.
Key Insight (As-is)
The user base has been segmented into two distinct categories, namely Domestic Travelers and International Travelers. The latter group comprises individuals who have not checked in baggage or PNR.
Major Issues
Information Architecture
- The application's Information Architecture was not user-friendly, lacking simplicity, clarity, and logical organization.
- Both primary and secondary menus were not action-oriented, leading to confusion in information flow.
- It was difficult to determine the starting and ending points for each workflow, and there was no clear separation between them.
- The grouping of information was weak, resulting in users spending more time searching for the necessary information.
Navigation and Structure
- The kiosk faced significant problems with screen layout and navigation was not user-friendly, with unclear levels and poor adherence to usability principles.
- Additionally, there were too many clicks, redundant controls, and inconsistent use of action buttons.
- The application failed to inform users about upcoming steps, leaving them surprised and without control.
- The model should align with user expectations and not force them to go through unnecessary steps.
Content and Labels
- The task completion process was hindered by the excessive number of sections, subsections, and fields that required completion, leading to a lack of clarity and focus for the user.
- The content was not well-organized, making it difficult for the user to understand.
- The verbiage in the body text and buttons needed improvement to clearly communicate the necessary steps.
- The landing screen should have provided information on the available activities that the user could accomplish using the kiosk.
User Flow
We studied user flow for domestic international passengers with and without luggage. For our portfolio, we'll only focus on one scenario: International ORD to LHR, no checked bag, not checked in PNR.
Usability Report
A) Landing Screen
Issues:
Recognition rather than recall - Irritant
The title "No Boarding Pass?" is followed by two check-in options: a "Tap to Check-In" button and a suggestion to "scan your..." However, the second option may not be as noticeable as the first, potentially causing users to overlook it.
Help and documentation - Major Issue
The lack of specificity in the placement of the question mark may cause confusion for users. It is unclear whether the question mark pertains only to the Airline card and MileagePlus card or if it is intended to assist with the entire card insertion process.
Recognition rather than recall - Showstopper
The homepage focuses primarily on the scanning process and fails to showcase the range of services available, such as baggage check and flight upgrades.
B) Data Input Screen
Issues
Recognition rather than recall - Showstopper
It is worth noting that the information presented below, including the option to scan boarding documents, passports, MilePlus cards, or swipe credit cards, may not be immediately apparent to the user due to the multiple actions available at this stage.
C) Selecting Bid
Issues:
Inconsistency of icon followed by text - Irritant
Icons are placed to the left of the text in the case of language and terms & conditions, while the icon comes after the text for `Exit'.
Inconsistency of time format used - Irritant
The header does not include spacing between time and AM/PM, but this spacing is present in the body.
User control and freedom- Showstopper
The absence of a back button limits the user's ability to navigate. Users may accidentally perform actions and require a clearly labeled "exit" option to quickly undo the action without going through a lengthy process.
Match between system and real world - Showstopper
The process of bidding can be unclear. While in most cases bidding refers to offering a price for something, particularly at an auction, in this context it refers to the compensation that the user can receive. It is important to note and emphasize that the lowest bids will be given priority.
Visibility of system status - Showstopper
This page does not provide any information about the current flight.
C) Selecting Seat
Issues:
Visibility of system status - Showstopper
These cards could be confused as interactive cards for choosing the correct seat option.
Flexibility and efficiency of use - Irritant
To select a seat, the user needs to click on the seat map. However, there is a loading screen in between that disrupts the flow.
Consistency and standards - Major Issue
The marking designating the assigned seats is not easily discernible to the user, as it appears to be too small in size. Consequently, the user is required to exert additional effort to view the marking leading to visual strain.
Recommendation for better usability
Boarding a flight can be a nerve-wracking for some. That's why it's crucial to design the process in a way that reassures users every step of the way and alerts them if anything needs attention. Let's make sure every passenger feels confident and excited about their journey.
User Control and freedom
The current design follows a linear flow, but users may need to modify their previous selections. Therefore, there should be an option to cross-check or change data at any stage of the check-in process. If users get confused, they should be able to start over or go back a step. Additionally, users should be able to switch between services and view their progress.
Visibility of system status
To enhance the customer experience at the kiosk, it is important to clearly the progress of the process, such as completed and pending tasks, usinglists or steppers. As airline tickets involve multiple components, updated information should be easily accessible at key points. Displaying important details upfront, such as seat assignments and departure times, can alleviate traveler anxiety. Improved kiosk hardware responsiveness can also provide immediate feedback for a smoother experience.
Recognition rather than recall
To entice individuals who are unfamiliar with kiosks, it's important to clearly display the services offered. This can be achieved by having a list of services such as check-in, bag tag printing, upgrades, and promotions displayed on the kiosk's home screen. Additionally, changing the screen savers to include the services offered may also be helpful.
Efficiency of use
There are various payment options available. Opting for a single payment, such as in online shopping, can save time for user. Additionally, it provides a transparent view of the airline's offers to the users.
Help and documentation
A kiosk aims to aid travelers by providing assistance such as answering frequently asked questions, addressing concerns, and explaining procedures.
Final Design
**Final design details are under NDA (Non-disclosure agreement)
Images Courtesy: unitedairlines.com
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