MetLife Chile, Self-serving Kiosks Design

Cuando un enfrentamiento temprano y sin piedad con el testeo de usuarios es lo mejor que le puede pasar a tu diseño.

Client: MetLife Chile
Date: January 21, 2016
Services: Diseño Ux, Diseño de Interfaz, Testeo con usuarios

01. The Situation

MetLife Chile, one 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 common processes like payments and form printing. This would in turn free up representatives’ attentions for other matters.

¿Which was my rol 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.

02. How was the process?

Initial Research

The goal was to facilitate the customer service process, taking into account the fact 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 myself, 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.

Ejemplos de los distintos tótems que revisé antes de comenzar con el diseño

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.

Primeros wireframes que sirvieron de base para diseñar los servicios necesarios y orientar el diseño de la interfaz.

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 made sure the applied design would follow MetLife’s visual norms, then coordinated the client’s feedback with the production team. When I’d finished this stage of the project, I uploaded all of the platform’s pages to Invision and created a navigable prototype which allowed us to carry out the user-tests before moving on to constructing the physical kiosk.

Diseño de interfaz basada en el manual de marca vigente de MetLife.

User Testing
My team and I at El Buen Camino studied a self-service kiosk prototype in a branch of MetLife in Santiago, with the aim of reviewing user behavior at the kiosk and, as a result, testing its interface before putting it to use.

How Did We Approach the Testing Stage?

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

Testing activity consisted of soliciting a group of users that would manipulate the self-serve kiosk prototype and complete five tasks previously defined by the client.

For this, we utilized open-interpretation slogans (for example, ‘Imagine that you need to order an affiliation certificate’) and we complemented these with closed slogans in necessary cases (for example, ‘Locate and print payment confirmation’).

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 we 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 key mistakes in our interface, which we were able to correct and improve before beginning construction, saving both parties time and money.

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03. Team & Technical Info

Project Team:

Ux Leader: Claudio Merino

Lead Designer: Francisco David

Ux Researcher: Valeria Cerón

Integrated Business Partner: DTS Consulting

Tools Utilized:

Axure RP: For wireframes and business partner documentation

Sketch 3: For interface design

InvisionApp: For prototype construction of feedback and user-testing

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