Claudio Merino
UX design / Strategy & Research

Metlife Chile. Self-service kiosk design

Ux design / UI Design / User testing

The situation

MetLife Chile, one of the largest insurance companies in the country, wanted to improve customer service at its physical locations by promoting self-service through the use of kiosks located at the entrances to their offices.

The mission was to create a simple, easy-to-use interface that would allow users to access and engage with policy information and standard processes like payments and form printing. This would, in turn, free up representatives’ attention for other matters.

My role in the project:

Information Architecture: I created a navigable prototype in Axure containing each screen the project would be utilizing.

Interface Design: I supervised the interface design work and was an advisor for the client’s decision-making.

User Testing: I prepared, tested, and edited the screen to ensure quality.

How was the process
Self-serving e-kiosk design

Initial Research

The goal was to facilitate the customer service process, taking into account that no one wants to have to go to a branch location but that, in the cases where it’s necessary, to help make the trip short and efficient.

To prepare me, I studied the behavior of more than twenty self-service devices in Chile and Spain, spending many hours interacting with them, observing how people use them, and reading up on their capabilities and features.

Self-serving e-kiosk design

Information Architecture

To these initial steps, I added each of the client’s requirements to create a navigation map, which allowed us to define the scope of each screen and the functionalities we needed to take into consideration. Using this information, we began to construct a first navigable prototype, which we used to validate said information.

Self-serving e-kiosk design

Interface Design and Navigable Prototype

The goal at this stage was to create, as quickly as possible, a prototype that could be tested on-site with real users and that would eventually become the future kiosk. During this process, I ensured the applied design followed MetLife’s visual norms, then coordinated the client’s feedback with the production team. When I’d finished this project stage, I uploaded all of the platform’s pages to Invision. I created a navigable prototype that allowed us to carry out the user tests before constructing the physical kiosk.

Self-serving e-kiosk design

User Testing

I conducted a series of individual tests, divided into four client groups, to investigate clients’ needs, inconveniences arising from the design, and the expectations of the platform’s users.

The testing activity solicited a group of users that would manipulate the self-serve kiosk prototype and complete five tasks previously defined by the client.

Users verbalized their reasoning and decisions, following the Think Aloud protocol, which was then paired with the notes and observations of a second support consultant.

What did I learn?

The kiosk is not just one screen. During the entirety of the design process , we had been preoccupied with ensuring the in-screen interface would be as usable and intuitive as possible; however, this didn’t matter if users confused the slot used to insert their ID card with the credit card tray. The role of a human being guiding the user remained indispensable. Clients that go to the physical branches will, in the majority of cases, prefer to talk with a person who, after listening to the client’s demands, can help them use the kiosk or call on a representative for assistance—testing quickly and early. Some of the discoveries we made during design stage-testing allowed us to recognize critical mistakes in our interface, which we could correct and improve before beginning construction, saving both parties time and money.

Delivered e-kiosk in Santiago de Chile's office

Delivered e-kiosk in Santiago de Chile's office