Together with Post NL, I've worked on improving the interaction for the Post and Letter Machine (the PBA). In this project, the target audience were elderly. The PBA is a machine with which users can send and pick up packages and letters on any moment during the day.
The project started with testing the current solution. Based on the findings of these test, the following design challenge was stated:
The target audience is an elderly person (65+) who picks up a package at the PBA. He/she has very basic online experience. The pickup process should be divided into small steps, that should always be easy to follow. The user should also be able to get help in every step, if they feel the need to do so.
Based on this design challenge, the first wireframes were sketched. These were tested in different ways. After an iterative process, the following focus points were stated:
1. Recognisability of the interface elements is important.
2. Feedback on the user's input should always be present.
3. The user should be able to get help when (s)he has the need to do so.
One of the ways of testing the designs has been a usability eye-tracking test. With this eye-tracking test, I was able to test where the attention of the user would go to first and how long that attention stays on a specific point.
All the findings were eventually used as guidelines for creating an interactive prototype. The design has a character that helps the user guide them during the flow of the pickup or send process. The keyboard was also changed to meet the user's expectations and illustration were added to the starting screen.
This project showed me how important testing is within an iterative process. That a design is better than the previous one, can only be proved when this is actually the case in the context, tested with the target audience. I also paid a lot of attention to the micro-interactions in the screens. It's clear to me that this can really help improve the user experience a great deal.