Experientia

The kiosk experience

Experientia conducted ethnographic observations and created a range of design ideas to help inform the development of prototypes for new printing kiosks. The resulting design concepts showcased interfaces for use in public and semi-public spaces, to be used by individuals or friends jointly in creating and manipulating digital images.

Understanding
Experientia was asked to research user needs, usage patterns, pain points and desires around creative crafting and digital printing habits in retail environments and to conceptualise experience paradigms and design ideas for future opportunity spaces.

We began with three key questions: Why do people use printing kiosks, what are critical issues in kiosk usage and how can we improve the printing experience at a kiosk?

To find the answers, we carried out ethnographic user research in Germany, Italy and the USA; heuristic evaluation of people’s interaction with digital printing kiosks and related touchpoints; and contextual interviews and shadowing of selected kiosk users.

A specially constructed blog shared our understandings and insights with the client throughout the project.

Design
During the design phase, Experientia applied the user-research insights to detailed concept development, and created an opportunity map and a series of experience paradigms.

We then developed a series of concepts and interaction design ideas, looking at diverse areas such as kiosk shape and location and public / semi-public space; product ideas, craft tools, and support platforms; and ways to add value beyond the simple taking and printing of photographs.

Prototyping
The design ideas were developed into a number of concept prototypes that detailed the creative process, right from taking the photo, through choosing the craft tools and purchasing the product to the final production.

Final deliverables
The client received a report on the original ethnographic research, including detailed information on the cultural differences between the USA and Europe with regards to the kiosk experience, with user research insights and key opportunity areas outlined. The selected concepts were showcased in the report, including a series of recommendations for the design of next generation people-centred products.