Micro-Interaction Research

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Micro-Interaction Research

 

Problem Statement:

SSK (Self-Service Kiosk) customers currently wait anywhere between .5 second and ~2 seconds after entering

their verification ID.

Current Challenges:

Without messaging:

  • Customers believe the system has malfunctioned
  • Customers repeatedly tap the button to speed the process

 

Hypothesis:

By implementing a micro-interaction within the process, we can improve UX and ease customer frustration with unexpected wait times at SSKs.

 

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Research:

Purpose: To gather associate insights pertaining to SSK customer’s preferred notification style

Study Type: Prototype Review

Sample Size: 4 participants with 2 rounds of testing each. Resulting in 8 total rounds

○ Round 1: Test 3 variations at exactly 2 seconds

○ Round 2: Test the same 3 variations at exactly .5 seconds

 

The Back-Story:

After gathering feedback from customers…I hosted a brief white-boarding session to dive deeper into the perspective, challenges, limitations, and time constraints. During the workshop, we had cross-disciplinary conversations to discuss and decipher any underlying dev/business initiatives aligned with this effort.

 

Now it’s your turn, Give it a try!:

 

 

 

.5 Seconds

 

 

 

 

 

 

 

 

2 Seconds

 

 

 

 

 

 

Here’s what our interviewees thought….

 

 

Results:

“Loading…” was unanimously preferred at .5 seconds —

 

Top Insights:

  • At 2 seconds, there was a split decision between the messaging bar and the “Loading…” button
  •  At .5 seconds, all decisions were unanimous in favor of the “Loading…” button

 

Other Insights:

• The banner was readable at 2 seconds, but not .5 seconds

• At .5 seconds, all decisions were unanimous in favor of the gray “Loading…” button

Other Associate Insights:

• The banner was readable at 2 seconds, but not .5 seconds

• The “Loading..” button was readable at both 2 and .5 seconds

• The banner is familiar with other banners currently on SCO

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Proposed solution:

Micro-Interaction: Shift “Verify” message on button to “Loading…”

Trigger: Upon user click

 

 

 

 

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