Kiosco Claro

Introduction

Claro Dominicana's Canales Presenciales department, overloaded by the high demand of users in customer service centers, approached me to explain their need to streamline payment and recharge processes. For this process, I carried out research studies to thoroughly understand the needs of users and provide the appropriate solution, and later the visual design of the application.

Challenge

Find a satisfactory solution for both the company and the users, maintaining an interactive and collaborative environment.

Outcome

A Kiosk platform, easy to use by people not so agile in digital equipment. Relying on the good visibility of the elements and using simple design patterns, ensuring the least possible interaction.

User Research Process

The target audience for this project are adults between 40 and 60 years of age who do not easily handle the internet and decide to make their payments and transactions in person. Despite the fact that Claro has a mobile app and a website that allow users to carry out multiple transactions without the need to go to their customer service offices, why does this type of person decide to travel to make their payments? We were reviewing the database that houses the characteristics of these clients and after several interviews I concluded with the 3 primary reasons that motivate the approach to the branches:

• They do not get along well with the internet
• Difficulty using the phone and computer
• They have no one to delegate the diligence to

Empathy map

User persona

Sketching workshop

The sketching workshop helped us to break down the scenarios and business rules together with the stakeholders, it also helped us to refine the requirement and for them to have a clearer vision of what the approval criteria would be at the time of final delivery.

Visual design

At this stage of the process we had the opportunity to receive feedback from users through prototypes that we tested directly in the CACs. We varied the design patterns looking for the ones that best suited our target audience and this was the final result.

Conclusion

Older people are usually reluctant to change and it is difficult for them to learn new things, we must be patient and guide them little by little to a better experience, let them understand that we do not necessarily have to continue doing things in a complicated way, as we did long ago. Understand that they do not react well to abrupt changes. By going to the customer service centers and kindly being attended by the receptionist and, in some cases, accompanying them to guide them, you can greatly reduce the level of frustration and provide them with a good experience, retaining customers with more favorable experiences, and at the same time It can help us to introduce them in our digital services such as mobile and web applications.