SY Exp 2: Kiosk Interface Observation and Affinity Mapping of User Requirements
Title: Kiosk Interface Observation and Affinity Mapping of User Requirements
1. Introduction to Kiosk Interfaces
A kiosk-based application is a self-service digital system designed to perform specific tasks without human assistance. These systems are usually touch-based and are installed in public places for quick and efficient user interaction.
Common use cases of kiosks include:
ATM machines for banking transactions
Railway or metro ticket booking kiosks
Airport self-check-in kiosks
Hospital registration and appointment kiosks
Mall information kiosks
Food ordering kiosks
Importance of good UI/UX in kiosks:
Kiosks are used by people of all age groups and technical backgrounds
Poor design can cause confusion, delays, and user frustration
Clear navigation, readable screens, and simple interactions are critical for usability
2. List of Observed Kiosk Interfaces
| No. | Type of Kiosk | Location / Context | Primary Purpose |
|---|---|---|---|
| 1 | ATM Machine | Bank / Public area | Cash withdrawal, balance inquiry |
| 2 | Railway Ticket Kiosk | Railway station | Ticket booking and printing |
| 3 | Airport Self Check-in Kiosk | Airport terminal | Boarding pass generation |
| 4 | Hospital Registration Kiosk | Hospital reception area | Patient registration and appointment |
| 5 | Food Ordering Kiosk | Fast food restaurant | Order placement and payment |
3. Interface Observation and Problem Identification
1. ATM Machine
Navigation: Multi-step process; not intuitive for first-time users
Look and Feel: Outdated interface with limited visual hierarchy
Information Issues: Instructions are text-heavy and unclear
Usability Challenges: Small buttons and limited language options
2. Railway Ticket Kiosk
Navigation: Too many options on the home screen
Layout: Crowded interface with insufficient spacing
Readability: Low contrast text affects visibility
Information Relevance: Excessive information shown at once
3. Airport Self Check-in Kiosk
Navigation: Generally smooth but lengthy process
Visual Design: Professional but complex for elderly users
Accessibility: Touch targets sometimes too small
Information Issues: Instructions are not always clear
4. Hospital Registration Kiosk
Navigation: Linear flow but slow response time
Look and Feel: Plain and unengaging interface
Content Clarity: Medical terms not user-friendly
Usability Challenges: Limited guidance for first-time users
5. Food Ordering Kiosk
Navigation: Easy and intuitive
Visual Design: Attractive images but cluttered screens
Information Issues: Customization options cause confusion
Usability Challenges: Overloaded screens during peak hours
4. User Requirement Collection Method
Selected Design Tool: Google Forms
Reason for Selection:
Easy to design and distribute
Suitable for collecting structured feedback
Automatically organizes responses for analysis
Ideal for academic and usability research
User Types Identified
Elderly users
First-time kiosk users
Frequent users
Users with limited technical knowledge
Key User Needs and Expectations
Simple and clear navigation
Large buttons and readable text
Quick task completion
Clear instructions and feedback
5. Affinity Mapping of User Requirements
Using a design tool (conceptually represented), user requirements were grouped into affinity clusters.
Affinity Group 1: Navigation & Flow
Simple step-by-step process
Minimal number of screens
Clear back and home options
Affinity Group 2: Visual Design & Readability
High contrast text
Large fonts
Clean and uncluttered screens
Affinity Group 3: Accessibility & Inclusivity
Multiple language options
Large touch targets
Audio or visual guidance
Affinity Group 4: Error Handling & Feedback
Clear error messages
Confirmation before critical actions
Visual feedback after each step
Affinity Group 5: Performance & Responsiveness
Fast system response
Minimal loading delays
Smooth screen transitions
6. Recorded Findings and Design Insights
Key Usability Problems
Complex navigation in public kiosks
Small buttons and low readability
Excessive information on single screens
User Pain Points
Confusion during multi-step processes
Difficulty in understanding instructions
Stress during time-sensitive usage
Critical Design Gaps
Lack of accessibility features
Poor visual hierarchy
Inconsistent feedback mechanisms
Suggested Improvements
Simplify navigation and reduce steps
Improve text size, contrast, and spacing
Add multilingual and accessibility support
Provide clear instructions and confirmations
Conclusion
This practical study analyzed five different kiosk-based interfaces to understand usability, navigation, and design challenges. User requirements were collected and organized using affinity mapping, highlighting key usability issues and improvement areas. The activity successfully fulfills learning outcomes by applying user-centered UI/UX design principles to real-world kiosk interfaces.