Beko
Making a fridge explain itself to the person standing in front of it.
product
Repsol
A self-service payment kiosk at a petrol station: a transaction with a queue behind you.
Energy — retail forecourt
The situation
Repsol wanted to make paying for fuel quicker and easier at its service stations. The moment of payment is short, public, and unforgiving — there is a queue, and there is no second attempt.
This is an experience problem disguised as a hardware one. A kiosk that is unclear is a kiosk nobody uses, and the staff absorb the cost.
What we did
- Deep UX research into the needs and expectations of forecourt customers, including personas, desk research, analytics and competitive benchmarking.
- Defined goals and measures before designing, so the kiosk could be judged against the transaction it was meant to serve.
- Designed the self-service flow so payment completes without instruction.
What changed
A customer experience that supports the exchange at the till — fewer assisted transactions, and a forecourt that moves.
Selected work
Screens from the project
Design and build delivered by e-ux.pro. Process artefacts (wireframes, flows, lo-fi) are shown where they explain the work.
Similar problem?
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More work
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