Research Study 122 / 200
Health service kiosks have confusing workflows
Registration, information confirmation and service completion lack a clear sequence.
Three-step solution method
- Observe the full service journey for both users and staff.
- Structure tasks with step-by-step guidance, confirmation prompts, and access to help.
- Invite users with varying levels of digital literacy to test the tasks.
Key Deliverables
- Service Task Map
- Terminal interface
- User Guidance
Verification Approach
Compare task completion, backtracking, and the need for staff assistance.
Translating research into products and services
Around this topic, we connect needs research, product form, visual identity, and user flows; organizing design decisions through prototypes and task evidence, then integrating with engineering, operations, and service teams for delivery.
Related topics in this direction
Based on product context, user tasks, and existing materials, clarify this topic's research scope, stakeholder roles, and delivery timeline.
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