Kiosks
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Kiosk Industries
Because they offer convenience and efficiency for users, it’s no surprise self-service kiosks have become a common sight everywhere from airports to healthcare offices.
And while design and function play a role in user adoption, much of a kiosk’s success can be attributed to a key element: the user interface (UI).
A kiosk’s user interface is the part of the kiosk people interact with. This includes everything from the screen and buttons to the icons and menus. A well-designed kiosk UI can mean the difference between a smooth, user-friendly experience and a frustrating one.
Ben Snider, Vice President of Kiosk Sales at Frank Mayer expands on this.
“The most common complaint about kiosks is they can actually complicate the end-user’s transaction,” he says. “Kiosks should enhance the user experience, making interactions simple. The end users should be able to complete their transactions without any confusion or the need for additional assistance.”
In this article, we talk with Snider as well as Design Manager Tom Satchwell from industry-leading software provider and Frank Mayer partner Acquire Digital to explore what main principles are important when designing UI for kiosks and discuss how accessibility and usability play a role in the end results.
There are certain guidelines to follow when planning the user interface for a kiosk. Satchwell details the top five.
Simplicity and Clarity
Keep the interface clean and intuitive, as users should be able to understand and navigate it easily and autonomously.
“Kiosks tend to provide function services, and the UI should reflect that,” Satchwell explains. “That means interactive elements should be obvious, and it should be clear to the user that the screen is touch-enabled.”
Snider agrees. “At the beginning of each ‘kiosk page,’ the end user is asking themselves what they need to do next to proceed… so tell them!” he says. “With each next step, there should be concise instructions on how to proceed.”
Good examples of these instructions include wording like “touch screen to begin” or “please make a selection” as well as including “next” and “back” buttons.
Touch-Friendly Elements
During the design process, ensure buttons and other interactive elements are large enough for easy touch interaction. In addition, these touch-friendly elements should be accessible to all user types, including individuals of different heights and varying fine motor ability.
Visual Hierarchy
“Use size, color, and placement to guide users’ attention to important elements,” Satchwell says. “Key features should be advertised and visible from considerable distances, and accessibility options and toggles should be visible and at accessible locations within the UI.”
Feedback
Providing immediate and clear feedback when users act can confirm successful interactions or indicate errors. Because sound is frequently not an option, visual clues are important to relay whether an action was completed correctly.
“End users seek confirmation they are performing actions correctly,” Snider mentions. “This can be achieved through visual cues, such as green buttons, icons, or check marks, and supportive text like ‘Thank you for making your selection! Now, (insert next step).’”
Consistency
Often, multiple systems, including third-party ones, must be brought together on a user interface. Maintaining consistency in design elements and terminology can ensure the experience is cohesive and on-brand.
In addition to best practices for the overall user interface layout, being mindful of specific elements that make up the design is important, as well.
Colors should be used to create contrast on-screen and draw attention, while keeping accessibility like color blindness in mind. To aid in comprehension, especially in multi-language areas like airports, icons can also be helpful.
For typography, choose legible fonts and appropriate sizes that allow for readability at a distance. Acquire Digital uses the popular Lexend font in their standard UIs, which is proven to improve screen readability.
Because most modern kiosk installations are more than 60 inches in size, two-thirds of the screen is uncomfortable to use when a user is standing in front of it. Therefore, interactive elements should be kept to the middle third as much as possible.
Lastly, the overall layout to the design is critical. Satchwell states, “Optimize layout for easy navigation, with primary actions prominently placed.”
He expands, “Ninety percent of the world is right-handed, which is why [Acquire Digital’s] standard UI has the most important navigation on the right side of the screen.”
Above all, when being mindful of design elements, it’s crucial to stay consistent. Ensuring uniformity in the use of colors, fonts, and layouts will avoid any user confusion.
Accessibility is an important consideration when creating for a kiosk’s user interface. There are many ways to ensure software is accessible to all users, including those with visual, hearing, or physical impairments.
To stay up to date on the latest regulations, software providers follow guidelines from resources like the Web Content Accessibility Guidelines (WCAG) and the Americans with Disabilities Act (ADA).
In addition, providers continuously gather and act on feedback from users as well as use hotspot data and telemetry from kiosks in the field to determine patterns and make intelligent adjustments to the user experience.
Satchwell lists some common accessibility features incorporated into the UI for kiosks:
The design and accessibility of a kiosk’s interface both influence the ultimate usability of the machine.
In general, there are specific strategies that software providers identify to simplify the user journey. As examples, Satchwell lists providing clear instructions at every step, including a flat sitemap that gives users immediate access to a main menu of features, utilizing breadcrumbs and progress indicators, and ensuring there are minimal steps to complete tasks.
Snider also lists speed as another important feature that influences usability.
“Software should be optimized for speed,” he asserts. “Consider how long it takes the end user to complete a transaction. If this takes too long, it could result in a frustrating experience or an uncompleted transaction.”
To optimize for speed, he suggests minimizing the use of large graphics and animations and ensuring code is streamlined and efficient. Using proper hardware, ensuring your kiosk PC has enough RAM and a strong processer, and securing a strong network connection can all positively influence the overall speed, too.
On the other hand, different factors can pose challenges when designing for usability.
Catering to a diverse user base with varying technical skills and physical abilities can present an obstacle that requires balancing the needs of the userbase with the brand’s requirements.
Additionally, environmental constraints like lighting or weather conditions, network connectivity, and physical space can also add to the challenge of ensuring a kiosk’s UI offers the best usability.
Lastly, variable hardware setups like different-sized screens, orientations, touch overlays, mounting heights, and more can also add extra factors into designing a universally responsive UI.
Working with a reputable software provider will minimize these challenges as their experience means they’re well-versed in solutions to address these obstacles.
By focusing on key design principles, kiosk interfaces can provide a seamless user experience. Additionally, incorporating accessibility features and considering usability guarantees kiosks are effective for a diverse audience.
As technology continues to make new features possible, Satchwell sees a future for kiosk UI that includes everything from AI and data-responsive design to contactless interactions. Staying ahead of these trends will ensure kiosks remain user-friendly and accessible for all.
