Kiosk

UI/UX Design

The Skinny

The Kiosk is an accessible onboarding platform for HomeSmart brokerages to get their real-estate agents into a new software system, and to minimize entry to barrier, thus lowering churn rate of agents.

Problems For The Agents

At a franchise acquisition event, agents are overwhelmed by the transition announcement along with all the new tools and systems they will be having to learn.

Roles And Responsibilities

  1. Defined requirements of the MVP
  2. Conducted User Research
  3. Lead the User Experience Design
  4. Create High Fidelity Product Experience

Who Is HomeSmart

HomeSmart is the 5th largest brokerage in the United States. They offer a software solution to real-estate agents and brokerages 

The Approach

Before designing, I like to understand what problems the business is trying to solve with the project. This is typically done in a general kick-off meeting where I gather what, who, and why.

Here is the key take aways. This is a baseline for the project requirements and  research:

The problem is clear, but the users experience is not. Why are they overwhelmed? I created a co-design meeting with Stacy and Susie Stakeholder. They both had a recent acquisition that went horribly wrong. They are the reason for the project and know the users and purpose really well. Here is goal of my co-design meeting.

1. Align purpose

2. Understand the user

3. Understand the current and ideal acquisition flow 

Here is the co-design meeting agenda with some primer questions. 

Align the Purpose

I intentionally started with the co-design of the current acquisition flow because I wanted to allow the two stakeholders to recall the event as it happened in steps. This highlighted the problems of their current process and gave shape to the projects purpose, and its requirements.

The Sketchbook

Summary of Current Acquisition Flow

The business was converting a competing brokerage into a HomeSmart brokerage and needed to transfer the current agent into their new software. Thus, why they call it an acquisition. This app was to help automate the process of getting login credentials to those new users.

Acquisition Flow Findings

This acquisition flow, among other things, gave insight into 2 major requirements that I want to highlight below: 

1. Key Data Sets

HomeSmart needed 2 data points from both the new franchise, and the users to verify their enrollment and securely find their identity. These data points are the agents last name, and the agents date of birth.

2. Automation

This flow automates the onboarding process for the users. Without identifying users

User Research

The acquisition flow also opened up conversation about the two types of people they experienced during the acquisition event.

Excited Ethan

THINKING

  • Where do I go to get signed up?
  • How do I get my credentials?
  • How do I login to their new portal?
  • Where do I go for new software portal?

DOING

  • Filling out paperwork to verify themselves. 
  • Talking to franchise representatives

FEELING

  • Confident in the new direction of his brokerage.
  • Excited to be saving money.
  • Eager to get started.
  • Unsure of where and what to do next.
  • Frustrated with current disorganization.

Cautious Kathy

THINKING

  • What is going to happen to my current sales.
  • How am I ever going to learn the new system.
  • I need to go home with this paperwork and think.

DOING

  • Networking
  • Talking to franchise representatives
  • Avoiding paperwork

FEELING

  • Hassled
  • Pressured
  • Unsettled and Unsure
  • Frustrated with current disorganization.

User Persona Findings

Together, we discovered a major flaw in the original request for the app. 

1. Accessability 

The business thought that providing an iPad at an event would fix the businesses problem. Although it does fix one issue (getting agents login information) the trouble was more related to accessibility. Excited Ethan wanted to sign up right away, but couldn’t. He had to wait in a line. Cautious Kathy was really put off by the whole event and wanted to take the “paperwork” home and think about her commitments.  

Lead Experience Design

After collecting all the requirements based on our co-design exercises, I needed to align the design team, the developers, and stakeholders. To do this, I added the requirements to a user flow for the responsive web Kiosk.  

User Flow

The Sketchbook

Summary of Discovery

The original request cannot be an app on a tablet during an event. It must be a responsive website with a unique dynamic link. So that the “Cautious Kathy’s” can go home and think, and “Excited Ethans” can get started immediately without waiting for an open iPad.

Business Requirements

  1. Needs to be a responsive website with a unique dynamic link.
  2. Data set acquired for automation: DOB and Last Name.

Quick Prototyping

The design team thought it unnecessary to create wireframes.  We had buy-in from stakeholders and developers, and the solution was simple enough to execute in full design. There are two factors for this decisions. 

Factor 1

The nature of the project. The solution was a simple online form.

Factor 2

The design team had created a design system so we were only needing to think about format and messaging.

The solution was simple but we still had to create a UI experience that captured the care and concern that we had for agents who may have felt forced into making a decision. 

Here are some ways we curbed the anxiety using some UI principles

User-Centric Design

Remember these fine people? All the designs reflect what they need to accomplish and how they need to feel listed above. 

Excited Ethan

Cautious Kathy

 Dynamic Responsive Website as agents will most likely be on a tablet, or phone.

Friendly tone used throughout all steps to reassure user that they are in good hands.

 Top Progress bar to manage user expectations and reduce uncertainty.

 Using Fitts’s law, we created a bottom navigation in close proximity to the users fingers for the pages main actions.

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about your business like you.

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