Hotel Kiosk Design
Using the User Experience Process
Design a Hotel Kiosk for a Major Hotel Persona
- 48 years old
- Grew up in a small town
- Truck driver for 15 years
- Home for only a few days a month
I just need a clean bed to sleep in and my permit information, the easier the better.
More About Jimmy
Motivations and Needs
- Easy and fast hotel check-in
- Ability to easily receive and print information sent from his employer
- Ability to provide his employer a receipt for his stay
He is frustrated with traffic and bad drivers. He also get's frustrated with having to wait on other people.
After driving for 11 hours and dealing with crazy drivers and truck issues, he needs the ability to check into my hotel using only his credit card.
Nice To Haves
He wants the ability to print paperwork without having to login to his email on a hotel computer. He would prefer not to receive paperwork through the hotel front desk fax machines.
From Sketch to Prototype
I created a wireframe using Balsamiq and then created a prototype for usability testing in Invision. With Invision, you can share your prototype with the tester and watch and record their interaction and clicks with the screen.
Pre-Usability Test Email
The below email was sent to the participant prior to the usability test:
Subject:Best Western Maimi Reservation: #BW8098098
Hi Jimmy, Your reservation for your stay at Best Western Miami has been confirmed. At check-in you can use your reservation #BW8098098 or your credit card on your reservation. We look forward to seeing you, Best Western Miami Did you know, you can now check-in at our automated kiosks and print document sent right to your account? That's right! No seperate computers or malfunctioning printers. It's all available at check-in. Your personal Best Western Inmail is Jimmy.firstname.lastname@example.org.
Usability Test Results
Kiosk vs. Front Desk?Jimmy would rather use the kiosk to avoid having to wait.
Printing vs. DispensingJimmy expects his hotel key to be "dispensed", rather than "printed", because the card is plastic.
Back Arrows Are CrucialJimmy needs a way to go back on every screen.
Credit Card SwipesJimmy expects to be able to swipe without selecting the credit card option.
In-Mail FeatureJimmy would need more than just an email to become aware of the in-mail feature.
Additional RequirementsJimmy would like the ability to check membership points and status.