This case study demonstrates the successful redesign of a library self-checkout system through a user-centered design approach. By focusing on user needs and pain points, the project achieved its goals of increasing self-checkout usage, reducing wait times, and improving user satisfaction. The project also highlights the importance of ongoing evaluation and iteration to ensure the system continues to meet the needs of its users.

next steps

Continue to monitor system usage and gather user feedback.
Explore the feasibility of mobile integration for checkout.
Investigate the potential for integrating the self-checkout system with other library services, such as book reservations and account management.

conclusion

metrics

Self-Checkout Usage: Increased by 25% within three months of launch, exceeding the target goal.
Average Checkout Time: Reduced by 20%, surpassing the target goal.
User Satisfaction: Measured through post-checkout surveys, showing a significant increase in positive feedback.

lessons learned

The importance of user research in driving design decisions.
The value of iterative prototyping and usability testing.
The need for clear communication and collaboration between designers, developers, and stakeholders.

evaluation

Simplified Interface: The interface was streamlined, removing unnecessary elements and focusing on core functionalities.
Clear Instructions: Concise and visually appealing instructions were integrated into each step of the checkout process.
Improved Barcode Scanner Integration: The software was optimized to improve barcode scanning accuracy and speed. Alternative input methods, such as manual entry, were also considered.
On-Screen Help & FAQs: A readily accessible help section and FAQs were added to the interface to address common user queries.
Accessibility Considerations: The interface was redesigned with accessibility in mind, including larger font sizes, high contrast, and screen reader compatibility.
Mobile Integration (Future Consideration): Exploration began on integrating mobile devices for checkout, allowing patrons to scan items using their own phones.

key design decisions

I created a fully-functional, high-fidelity prototype of the new flows using Axure. At the same time, we started recruiting subjects for the test who fit our criteria. We did 4 usability tests in the first round and 3 after iterating on the issues that we’ve identified:

issue 01

There was no letters in the numpad when entering the Library ID (future proofing in case library ID numbers ever included letters)

solution 01

Add a whole keyboard to the bottom, complete with numpad

The redesigned prototype was tested with a new group of participants. The results were positive, with significant improvements in task completion rates and user satisfaction. Minor adjustments were made to the design based on the feedback received.

The final design was handed off to the library's IT department for implementation. The new self-checkout system was launched after a period of beta testing and staff training.

usability testing

Using Figma, I translated my first sketches into low-fidelity wireframes. Then, I improved them by adding a few relevant stock images and copies. At this stage, the wireframes were defined enough for some user testing. Based on 4 tests, I’ve made a few alternations and moved on to creating high-fidelity prototypes.

wireframes

I began the design process with low-fidelity sketches and wireframes to accelerate decision-making through visualization without losing time. My sketches were based on the initial user interviews, the business goal, and the survey answer evaluations.

They each pointed to the fact that there were too many distractions in the flow. We came back to the sketches throughout the entire design process to make sure that we don’t lose sight of our primary goals and ideas.

sketches

With the business goal in mind, we make sure that our users reach the checkout screen without any hiccups. So, we sketched a current-state user journey map, to identify opportunities for improvement. We identified 2 unnecessary steps and potential drop-off points in the flow. By eliminating these from the new design, we ended up with a much faster checkout experience that contributed to conversion rates.

user journey

To gain a more profound insight into the objectives, requirements, experiences, and actions of our users, we developed four distinct personas representing each user segment. These personas were crafted from insights gathered through user interviews and surveys, and we continuously refined them as we collected additional information throughout the project. We referred to these personas whenever we needed to shift our perspective and reevaluate our original concepts.

personas

Aug - Nov 2023 (16 weeks)

timeline

1 UX Designer, 1 Developer

team

Figma, Miro

tools

Lead UX Designer

role

The primary goal of this project was to increase self-checkout usage by 20% within three months of launch and reduce the average checkout time by 15% while also improving user satisfaction with the checkout process

goal

10 semi-structured interviews were conducted with library patrons of varying ages and tech proficiency.

Questions focused on their current checkout experience, pain points, and desired improvements.

Objectives that Influenced the Questions:

The primary objectives of the user interviews were to understand:

Current Checkout Experience: How patrons currently use the self-checkout system, their typical workflow, and any pain points they encounter.
Usability Issues: Specific problems with the interface, hardware (scanner, screen), and overall process.
User Needs and Expectations: What patrons expect from a self-checkout system, what features are important to them, and what would make the experience more convenient.
Tech Proficiency and Comfort Levels: Patrons' familiarity with technology in general, and their comfort level using self-checkout systems specifically. This helps tailor the design to different tech skill levels.
Accessibility Needs: Any specific needs related to accessibility (visual, auditory, physical, cognitive) that might affect their use of the system.
Suggestions for Improvement: Directly asking patrons for their ideas on how to improve the system.

Main Insights from the Interviews:

Confusion with Navigation: Several patrons mentioned difficulty navigating the menu options and finding the right buttons.
Scanner Unreliability: Many interviewees reported issues with the barcode scanner, requiring multiple attempts to scan items.
Lack of Clear Instructions: Patrons felt the on-screen instructions were unclear, incomplete, or too technical.
Desire for Simplicity: Most interviewees expressed a preference for a simpler, more streamlined interface with fewer options.
Need for Assistance: Some patrons, especially seniors, mentioned feeling overwhelmed and wishing there was more readily available assistance at the kiosks.
Accessibility Concerns: Patrons with visual impairments struggled with the small font size and low contrast on the screen.
Mobile Integration Interest: Several patrons suggested the possibility of using their smartphones for checkout.

How the Findings Were Used:

Confusion with Navigation: Led to a redesign of the user interface, simplifying the menu structure and using clearer labels.
Scanner Unreliability: Prompted an investigation into the scanner hardware and software, potentially leading to upgrades or software optimizations. Also, consideration of alternative input methods.
Lack of Clear Instructions: Resulted in the creation of more concise and user-friendly on-screen instructions, potentially with visual aids.
Desire for Simplicity: Reinforced the need for a minimalist design, removing unnecessary elements and focusing on core functionalities.
Need for Assistance: Led to the design of a more prominent help/FAQ section within the interface and consideration of better staff training for assisting patrons at the kiosks.
Accessibility Concerns: Informed design choices related to font size, color contrast, screen reader compatibility, and other accessibility features.
Mobile Integration Interest: Sparked further investigation into the feasibility of integrating mobile devices for checkout in the future.

interviews

This case study details the process of researching, designing, and implementing a redesigned self-checkout system for a local library. The project aimed to improve user experience, reduce wait times, and increase self-checkout adoption.

overview

This case study focuses on redesigning a local library's self-checkout system to improve user experience and efficiency. The goal is to increase self-checkout adoption, reduce wait times, and minimize frustration, creating a more efficient library environment.