Given the existing Parkeon kiosk in one of Georgia Tech's visitor parking lots, we were tasked with completely redesigning it from the physical form to the digital interface. To discover the problems users were experiencing, we were only allowed to observe the kiosk from a distance without interacting with any of its users, and attempt to use it ourselves.
People who used the kiosk:
Common problems that users struggled with:
After identifying user problems from our observation, we took a closer look at the machine itself as well as Parkeon's back-end software.
We found the current kiosk to be visually cluttered and follow no logical sequence, with printed information taking up the bulk of the machine's front, and the low-contrast LED screen particularly difficult to read in sunlight despite the shelter built around the kiosk.
GOAL 1 // Reduce time spent at kiosk - improve on average of 60 seconds.
GOAL 2 // Simplify the physical and digital interface with visual cues and a clear flow.
GOAL 3 // Reduce or eliminate the hassle of using the kiosk with multiple items in hand.
We narrowed it down to a couple of concepts: a "P for parking" kiosk and a more organic form. The P-shaped kiosk didn't hold up when seen in 3D, so we adjusted the second form to have a slightly wider base for balance as well as a shelf, and created a full-scale model from there.
This full-scale model provided a good starting point but made several issues clear. It was still too complex, and the shelf didn't look fully integrated into the form. The narrow base was still too narrow for the kiosk to stand securely. We wanted to keep the narrow base moving forward, since it allowed people in wheelchairs to approach the kiosk more closely, but like the rest of the form it needed some adjustments.
Our final kiosk is a significant improvement over the original. The visual overload of the current model is replaced with a clear sequential flow of components, and the digital interface is clear and simple. The inset shelf allows users to securely rest coffee cups or wallets while using the machine, and the receipt prints just above it to remind users to pick up whatever they've put down. The kiosk also lights up for added visibility and security at night.
You can view the full interface here.
