Self Serve Kiosk

Interactive kiosk for buying tickets, checking in and signing waivers at entertainment venues.

Self Serve Kiosk in situ at a Circus Trix trampoline park in Irvine, California.

Project summary

The client

ROLLER Software is a market-leading, SaaS product for the leisure industry, specialising in ticketing, guest management and sales.

What I did

The reception area of an entertainment venue can be a busy place. Guests need to buy tickets, check-in and sign waivers. During busy periods there may be hundreds of guests in these spaces. To help speed things up and reduce stress—for both staff and guests—I lead a project to develop a Self Serve Kiosk capable of ticket purchase, check-in and waiver signing.

Key results

  • 46% reduction in check-in time
  • 50% reduction in POS staff
services
Product design
UX Design
Role

Lead Designer & Reseacher

Duration

6 months

Project milestone #1

Product design

Significant discovery research was undertaken to ascertain market fit and how beneficial a self serve kiosk would be to venues. I conducted generative research to shed light on how guests purchased tickets at the venue compared to online, how POS operators checked guests in; and how parents thought about signing waivers.

On the home screen, guests are triaged into two distinct flows depending on whether or not they already have tickets. The next step is to capture a phone number which is a unique identifier for bookings and waivers. If no waiver was found against the phone number, then we need to capture more details.
The kiosk was designed for both portrait and landscape to allow venues to install it on a variety of hardware, either freestanding units, tablets or even desktop PCs.
A lot of venues supported by Roller require waivers to be signed for minors. This meant pre-booked tickets need to be assigned to guests. A lot of time was spent iterating and testing concepts to arrive at an intuitive simple interface.
By undertaking multiple rounds of wireframes and user testing, we were able to iron out pain points and optimise the user flows for all key use cases.
During user testing we discovered that when users were presented with too many choices on a single screen it was overwhelming. To force users to make a single decision at a time, we increased the number of steps required to select tickets.
Testimonial

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Adding friction to avoid decision fatigue

During user testing we discovered users were having trouble selecting session tickets. There were multiple choices to be made: product type, ticket type (adult, child, etc) and duration. When presented with all these options on a single screen, the complexity was overwhelming.

One of the metrics we were interested in was reducing the clicks to conversion. But in the case of ticket selection, this was having a negative impact. To improve usability we extruded the decision making to multiple screens so that users only had to make one decision at each step.

Project milestone #2
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Project milestone #3
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Results

Venues that adopted the Self Serve Kiosk saw a marked reduction in queues at reception during busy times. Some venues employed multiple kiosks for different purposes, some for checking in and others for just signing waivers—an outcome we didn't envisage during development.

46% reduction in check-in time

The Self Serve Kiosk allowed guests that had purchased tickets online to jump the queues which had the effect of reducing check-in time for all guests.

50% reduction in POS staff

Venues that installed the kiosk required fewer POS operators to perform tasks that guests could now do for themselves.