- This digital property has seen countless variations, user testing, data driven enhancements to the user experience and design over the years but this update was geared around user data and a “simple” statement, “Why can’t I take my project with me?”
The ask:
Simplify the experience, focus on finding color and allow the customer to take what they have done on the in-store kiosk with them. As well as improving the user experience by eliminating lag and unresponsive screens.
The response:
Bridge the gap between the offline kiosk to the users mobile device connecting the experiences of the instore kiosk to our updated mobile color experience, all with a simple click. With over 40 million sessions of user data we simplified the experience by eliminating what wasn’t being used and amplified the priority use case.
The first response was to the hardware. Normally this would go through our IT department but being a bit of a tech nerd and having experience with small format cpu’s such as Arduino, Raspberry Pi, and Odroid for personal projects I proposed a test with a single unit. I had recently set up a hub Kiosk in our home using an Intel NUC, which was quite impressive. The test NUC performed flawlessly resulting in a zero lag experience. We were able to retrofit it into the current solution utilizing the current monitor. As a bonus we were able to move from an HTML 5 coded animation for the attract loop to a traditional HD video format freeing up the technical overhead on coded animation.
In-Store Kiosk Visualize Color Screen
This view shows the visualize color feature and procedural qr code allowing the user to send their progress to their mobile device.
Behr Mobile Visualize Color
This view shows the mobile landing page from the scanned qr code on the users kiosk session.
Take your project with you.
By scanning the procedural qr code the user is able to scan their current state which is then translated to a url on the Behr equivalent mobile site. The customers colors and visualization painting progress are all sustained and the user can continue work, send or share their project with another person.
In-Store Kiosk Locate Color Screen
This view details the user experience of locating your selected color swatches on the color wall.
Behr Mobile Visualize Color
This view shows the mobile landing page from the scanned qr code on the users kiosk session.
Locating color swatches with a snap!
Standing in front of the color wall is a bit overwhelming coupled with a time-out feature on the kiosk it was discovered that there was frustration in trying to find the selected color swatches. To improve the user experience a qr code was added which directs the users mobile device to the color location web tool. The selected color swatches and zoomable color wall map from the kiosk session are now in the users hand and can be used to more clearly locate the selected chips.
Armed with user research, shop alongs, and analytics we identified areas of improvement within the customer journey. I was tasked with simplifying the experience and aligning the kiosk closer to the current Behr.com ColorSmart UI. What is outlined below are areas of research I could visually express solutions to the team. As well as visually walking through the current implementation and it’s user experience problems that were supported by the data and feedback which I typically reiterate with notes. During this presentation I walk through the wireframes showing how we can address these problems and enhance the user experience. I leave notes from the research and key data touchpoints that support the data driven enhancements that I present. Using Figma in this format of presentation allows me to zoom in and out quickly as questions and comments come up where I can reference data as well as the visual solutions quickly.
Final designs are presented inside of Figma. I typically have a branch that is for Development and QA where any updates that are made during the development process ensure that the QA team is looking at the most up to date design files.
This Kiosk test was run in a 50 store pilot and won unanamously month over month against 2 non Kiosk Color Fixture solutions over the course of 6 months driving paint sales and enhanced user experience to the color fixture. Consequently the Kiosk test pilot version has been greenlighted to be placed in all 2400+ stores in North America as the current gen Kiosks fail.