Palmer Retail Solutions Blog

Does Your Kiosk Pass the "Usability" Test?

Posted by Kathy Heil on Jun 5, 2014 10:19:01 AM

How to test the usability of your kiosk.

Like the Field of Dreams, if you build an interactive kiosk, people will come. Kiosks automatically attract attention, but how do you know if your kiosk will pass the "usability" test?. One way you will know is if people actually use it, and feel good about the experience. If interactive kiosks are not easy and intuitive to use, people will shy away from them. Worse, they’ll associate your brand with their frustration.

As excited as you may be to get your kiosk into position and operating, you should allot extra time before launch to be certain it will perform as intended– from your user’s standpoint.
Testing the usability of interactive kiosks before deploying them is essential. The point of installing a kiosk is to enhance your customer’s experience with your business. Therefore, the goal of usability testing isn’t to see if the kiosk functions properly from a mechanical or electronic standpoint, it’s to see how – and how well – your intended audience is able to interact with the equipment to accomplish their desired objectives.
interactive kiosk tips.

 

That requires asking the right questions.

You can test usability by observing subjects using the kiosk in a controlled setting and by employing more sophisticated techniques such as tracking eye movement or heat mapping to understand and perfect the user experience. But testing is only worthwhile if the test itself is properly constructed. You have to ask the right questions to get helpful answers.

Where will your kiosk be used?

Different settings such as a lobby, retail store or waiting room will affect the design and placement of the kiosk. An information kiosk that looks like an out of place ATM might be ignored in a waiting room.

Who are your projected users?

It’s crucial that your test users accurately reflect the makeup of your intended audience. Think about demographics such as age that could affect design and usability. Also, remember that interactive kiosks are essentially computers. Even in this high-tech age people possess a wide range of technical skill and experience with computers. Where do your expected users fall in this continuum?

How will your expected users interact with the kiosk?

  • Sign in for an appointment.
  • Look up information.
  • View a video.
  • Make their way through a check-out process.
  • Purchase gift cards or some other take-away product.

Use the answers to these questions to develop the scope of your usability testing. Even more important, use these answers to drive every aspect of kiosk design, from the physical configuration to the language used and the on screen navigation processes. That’s important because your computer designers aren’t the end user. How they expect people to interpret and respond to on-screen instructions isn’t necessarily how your audience will see and do things.

Don’t assume your audience is more knowledgeable than they might be. Use unbiased, non-technical language, to reduce the possibility of misinterpretation or confusion. Keeping things simple will greatly enhance usability and experience. Asking the right questions will ensure your design and your testing process are user-oriented first and foremost.

Will interactive kiosks perform “in person” as they’ve been designed to work? You cannot know unless you test. Testing enables you to uncover and fix problems before putting your kiosk in front of your audience.

User-friendly interactive kiosks can be a real boon for your brand and your business. Ensuring you have a well-crafted testing plan in place ensures your kiosks will offer a superior user experience. It all starts with asking the right questions.

If you have additional questions about retail solutions, connect with us on our website at www.palmerretailsolutions.com. Keep current with industry discussions and product information on Twitter: @PalmerPRS. Palmer derives great satisfaction from designing unique interactive kiosks that incorporate maximum functionality, ergonomics and offer long-lasting service. Click here to receive a USB FLASH DRIVE containing great examples of retail store design, display fixtures and mall kiosks.
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Palmer Retail Solutions strives to offer our clients the absolute best combination of innovation, quality, service, and value for our diversified custom store fixtures and merchandising displays. For more information about our designs, retail fixtures, cash wraps, kiosks, or point of purchase displays, visit our website at http://www.palmerretailsolutions.com.

Topics: Kiosks

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