Kjosk

Design process

I focus the entire design process on the user, so as to understand their conscious and unconscious needs. I try to validate the results of the design process as often as possible by experimenting on prototypes and frequently testing hypotheses during discussions with users, so that at each step I can return to the stage of generating ideas or even defining the problem and, if the situation requires it, start the process from the beginning.

1. Discovery

User studies

I wanted to find out what people do when their phone disconnects while they are away from home: how they deal with the problem, whether their use of the phone changes, and whether they feel discomfort about not being connected to the world. I was also interested in what their experience is like with sharing services (scooters, city bikes, cars for minutes). I conducted personal interviews with representatives of generations X, Y and Z.

From the quantitative survey, I learned that the focus should be primarily on generation Z and to a lesser extent on generation Y. Only single individuals from generation X showed interest in the service.

The survey was great for quickly gathering information from a sample of my target audience, and the in-depth interviews allowed me to gain a deeper understanding of user behaviour. One of the things I learned from the interviews was:

• Users are afraid that their phone will go flat and they will lose contact with their friends;
• are concerned that they will not be able to use navigation in a foreign place;
• will not have access to tickets;
• carry their own powerbank with them or ask them to charge their phone in a bar, for example;
• users are able to change plans and return home to recharge their phone;
• do not like to carry a heavy powerbank around with them permanently, or forget to charge it;
• often use other sharing services (scooters, city bikes), but feel stressed about whether the rented vehicle was returned correctly.
  

Meet Michael

I used the results of the research and interviews to create a fictional character, Michael. This helped me to better understand how I could help him achieve his goal of having a charged phone and freedom from sockets.

Meet Michal Kowalski, a 17-year-old lover of games, scooters and social media who values his independence and wants to stay in touch with his friends.

2. Defining

Purpose of brainstorming

To develop a brainstorming plan for the product development roadmap I developed Point of View and How Might We based on Michael's empathy map and persona.

How will Michael be able to borrow a powerbank for the first time without having an account with us?

1. Registration at Kjosk station
2. Add credit card at the Kjosku station
3. Onboarding a new user
   

How will Michael be able to check where the nearest Kjosk station is and find out if there are free powerbanks?

1. Map of Kjosk stations in the mobile app
2. Number of charged and free powerbanks
3. Reservation of a powerbank for 15 min
   

How do you guarantee Michael a free slot to donate a powerbank?

1. Possibility to reserve a free slot to donate a powerbank
2. Current rental status in the app
3. Slot opening via NFC
4. Feedback after handing over the powerbank
   

How do I enable Michal to send an invitation to Kjosk? How do I enable Kamil to register on his phone?

1. Sending an invitation to Kjosk via social media
2. New user registration in the mobile application
3. Onboarding in the mobile app
4. Adding credit card in the mobile app
5. Quick rental of a powerbank from the mobile app

Information architecture

Having identified a robust set of core functions, I mapped the information architecture for both the desktop Kjosk and the mobile app. This allowed me to visualise the hierarchy of major and minor elements.

User flow

I developed a User Flow that allows for a seamless and consistent user experience through the entire process, from registering, plugging in the card, borrowing the powerbank, navigating to the next Kjosk, returning the powerbank, and collecting feedback. I developed the user flow for both the action starting in the mobile app and at the Kjosk station. I prepared each flow for both new and returning users.

Below is a small section of my work:

3. Ideation

By now I had gathered enough information to move on to sketching wireframes. The large and completely empty wall of our office proved to be the perfect place to lay out sketches and connect them with woollen threads. It was an activity that brought me a lot of fun and at the same time allowed me to catch any flaws in the flow I had developed in time. During this process, I tested all possible scenarios for the use of our service and, most importantly, the interaction between the mobile app and the Kjosk station.

4. Prototyping

At this stage, I have prepared clickable prototypes at a medium level of accuracy. Below are preliminary designs of several screens.

Registration

Payments

Return of the powerbank

5. Validation

User testing

I conducted user testing of a mid-fidelity prototype on a mobile phone. I wanted to see how users would perform certain tasks when given a specific task to perform. I was curious to see which screen elements they would try to click on and how long it would take them to complete the action. The aim of this step was to identify points that could be improved in future iterations.

I tested, among others:

1. Registration
2. PIN reset
3. Hire of a powerbank
4. Return of the powerbank

Similarity diagram

The user tests were extremely valuable. During them, I highlighted several shortcomings. I organised my findings in a similarity diagram to identify problems and potential solutions to be addressed in future iterations.

6. User interface

Styleguide

After making changes to the sketches, it was time for the visual design. I wanted to keep a clean design and contrasting colours in line with the brand book.

Makiety high-fidelity

App Motion

7. Feedback

The design process has no beginning and no end. It involves constantly adapting the product to new user needs and changing realities. In order for the product to develop harmoniously, it is necessary to be in constant contact with the user. It is important to record user sessions with tools such as FullStory, observe feedback in the shops, and create a space for free discussion with users, where they can share their ideas for the development of Kjosk.

Measuring success

In addition to the profitability indicator, indicators such as:

• number of new accounts
• number of loans
• refer friends inside the application
• average rental time

Summary

Developing a comprehensive mobile app and Kjosk station app was certainly a large and challenging project. I had to develop an app that would meet the high expectations of generation Z and at the same time take care of the harmonious flow between the mobile app and the Kjosk station. Through surveys and interviews, I was able to discover that most people were concerned about problems with the system when using other sharing services. Adapting the existing aesthetics in line with the brand book while keeping freedom with the visual elements was also challenging, as I was free to give the app a more distinct character, but I could not deviate too much from the original aesthetic. I am happy with the end result. It was one of the most developmental projects I have been involved in.

Team

Product Owner: Krzysztof Adamski

UX Design: Jakub Nowak

UI Design: Jakub Nowak, Bartłomiej Balicki

illustration: Anna Kusz

Marketing: Agata Zborowska, Filip Styczyński, Jakub Goleniewski, Konrad Kocowski, Weronika Kwiatkowska, Grzegorz Żarnecki

Developers: Software Interactive, Paweł Karczewski, Ania Zavodian, Ewa Chwastek, Artur Śpiewak, Paula Śpiewak