SELF-SERVICE TECHNOLOGY
Considering the usability of self-service machines, kiosks and checkouts
M
odern vending machines, order kiosks and self-checkouts that we deploy and see every day in airports, stations, fast food outlets and supermarkets, are highly developed
devices. Designed to dispense, deliver, get orders and take payment as efficiently as possible, but how much thought really goes into the person-to-machine interface? NMI’s Peter Alcock asks how usable are they actually, and are there any areas for possible improvements?
Big-name developers of kiosk hardware particularly, spend thousands on customising the on-screen displays to the client’s brand and product list, but I am constantly surprised at how many of these are still tricky to use and navigate. The payment methods provided on fast food order kiosks and supermarket self-checkouts are also often implemented in a way that is neither ergonomic, secure or hygienic. User Interface. Let’s look at some strategies to make this
user-friendly: Intuitive design: • Clear navigation: Use a straightforward menu structure with easily identifiable categories. Users should quickly understand where to find what they need.
• Simple icons: Provide obvious graphics or images of products to be dispensed or ordered, to help no-native language users. Universally recognised symbols and icons to represent actions or items can reduce the reliance on text.
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Minimalist layout: • Streamlined screens: Present only essential information on each screen to avoid overwhelming users with unnecessary details.
• Focused options: Display a limited number of options per screen, guiding users through a step-by-step process.
Large and legible text: • Readable fonts: Choose clean and easily readable fonts. Ensure that the text is large enough to be seen from a comfortable viewing distance.
• Contrasting colours: Use high-contrast colour schemes for text and background to improve readability, even though this may require a departure from brand-standard colours of the operator.
Touch-friendly controls: • Large buttons: Design interactive elements, such as buttons, to be large enough for easy tapping or pressing.
• Avoid the need for users to scroll. The touch capability of impact- resistant touchscreens is never as sensitive as a tablet or phone, and scrolling can be unpredictable and frustrating.
• Adequate spacing: Ensure sufficient space between interactive elements to prevent accidental taps or selections.
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