NCR: Designing for self-checkout

Article by Hannah Wilcox
3 minutes 12 seconds read

We’ve been creating user experiences for quite some time, and we always welcome a challenge, so when NCR approached us to help them create a self-checkout experience that used their back end POS software, we were ready.

The goal was to design a touch-friendly experience that allowed users to easily order and pay for food and beverage items on a touch screen kiosk with no human assistance. With this goal in mind, we created an interface that was scalable and customizable for multiple customer brands.

The first step in designing an experience was understanding the market through field research which entailed conducting due diligence on the key competitors in the market, the current quick convenience process, and user testing of the POS systems. Given limited time and location options, we narrowed down the list of competitors to user test their POS systems.

Based on our research, we found the competition lacked the combination of comprehensive service offerings and a quality UI experience within a POS system. This research gave us the strategic advantage of designing something that addressed key weaknesses across the POS market.

The second step of the process involved prototyping our vision. To do so, we used Axure to create a user flow, using one of NCR’s clients for our MVP design. When the prototype was complete, we tested the design with multiple individuals. The resulting information allowed us to fully understand what our limitations were in terms of user flow, functionality (takeout vs. dine in), and adding features without additional customization overhead (e.g., add to cart without order modifiers and variations built on the same order page).

With any MVP design, issues arise and problem-solving is important for a successful end product. In this case, our MVP design was not compatible with the NCR’s backend systems, which caused us to go back to the drawing board to provide their team with a compatible option. NCR appreciated all the thought, determination, and ambition that our team put into solving this issue.

After going back to the drawing board, we were able to complete a prototype that was fully compatible with NCR’s backend. Using the prototype, we continued to write use and edge cases that a user would encounter when interacting with a quick convenient POS kiosk within a restaurant setting. Simultaneously, our creative team started to work on designing the visual comps including multiple background color displays, fonts and font colors, and more. One of the primary benefits of our design was that it could be 100% customizable for any company.

NCR really enjoyed seeing the experience come to life, and so did our team! The final kiosk POS system included a customizable and clickable prototype, visual designs, and a build guide. We also provided UX and visual support during the entire process.This kiosk will be available in stores near you, and we hope it makes your experience with quick convenience easier and more satisfying!