Self Service Kiosk with Virtual Assistant
Unilever
Role
UX lead in a multidisciplinary in-agency team. Designing the virtual assistant narrative, user flows and interactions for the twin-screens
Context
Developing an engaging retail experience for Unilever Business Support Centres, through an interactive tablet and large display screen.
Duration
November - December 2016
Challenge
Unilever Business Support Centres (BSCs) are a drop-in IT service where Unilever employees come to renew their devices. The brief was to simplify and digitise the process of renewing a device to reduce downtime and enhance the experience. We designed a twin-screen self-service ‘kiosk’ installation involving a Virtual Assistant.
User journey and
data requirements
I worked with the Business Analyst to define the user journey and the related data requirements across the journey.
The user journey illustrates the complete process for the user to log in, view their eligible devices, request a device and give feedback. This provided the base for designing the key steps and screens including alternative scenarios and error screens.
Creating the data flow helped me to understand when user details can be stored and retrieved for a personalised journey that adheres to data security regulations.
User flow showing when personal data is recalled for a personalised experience
Sketching and interactions
The small screen is an interactive tablet for users to complete the task and the large non-interactive display screen acts as the helpful guide. Audio was not included so clarity in visual communication and was important for the virtual assistant (the Guru).
Iterating designs
Open collaboration was vital for this time-restraint project. The team reviewed the sketches and I refined and iterated them based on feedback, particularly new information from the business analyst or developers. Feedback was recorded on post-it notes on the sketches.
Final product installation
The project was a great success and won a Bronze Digital Impact award.
Video showing a sample of the interactions here
