Year
2022
Team
Product Manager x 1
UI Designer x 1
UX Designer x 1
Engineers x 4
My Contribution
User Experience
User Interface
Kiosk UI Redesign / Rebrand
01 Project Brief
I was assigned to redesign and rebrand Eurostar’s self-service kiosk interface to improve the overall user experience, reduce the time taken for common tasks, and ensure consistency across all customer touchpoints.
02 Challenges
• Maintaining the brand’s visual identity in a way that enhanced, rather than hindered, the user experience.
• Catering to a diverse range of users, including international travelers, those unfamiliar with the kiosks, and users with varying levels of tech-savviness. The interface needed to be intuitive and accessible to all.
03 Process Overview
1. Data Analysis
Analysed customer interaction data from kiosks to identify areas for user experience improvement.
2. Wireframing
Developed high-fidelity wireframes that incorporated new brand elements while enhancing usability.
3. Design Iterations
Conducted multiple design iterations, experimenting with various layouts, button sizes, and navigation flows.
4. Optimisation
Achieved an optimal balance between brand aesthetics and functionality through iterative testing and refinement.
04 Process
Data-Driven Design
I analysed data from customer interactions with kiosks to identify areas where the user experience could be improved. I then developed high fidelity wireframes that incorporated the new brand elements, while focusing on enhancing usability.
After multiple design iterations, experimenting with different layouts, button sizes, and navigation flows I found the optimal balance between brand aesthetics and functionality.
Original
Final
Selected Screens
05 Results
I managed to successfully modernise Eurostar’s self-service kiosk experience, aligning it with the brand’s new identity while making it more accessible, user-friendly, and efficient for travelers.
→ The redesigned interface received positive feedback from users, who reported a more intuitive and streamlined experience. The new design reduced the time required for common tasks, such as ticket purchasing and seat selection.
→ Improved usability led to higher user engagement with the kiosks, as evidenced by an increase in the number of users opting to use self-service kiosks rather than seeking assistance from staff.
→ The clearer, more user-friendly interface contributed to a decrease in customer support requests related to kiosk use, indicating that users were able to complete tasks more independently.