Uniqlo Self-Checkout Kiosk

00. Goal

01. Interface

For this assignment, I chose to study the self-checkout kiosk at Uniqlo, a Japanese casual wear clothing store. The kiosk is composed of a bin to place clothing items, a checkout tablet, a card reader, and a receipt printer. Customers 1) place all clothing items into the bin at once (which automatically scans them using RFID technology), 2) press "Start" on the tablet, 3) confirm the number of items is correct, 4) select payment and obtain receipt, and 5) bag items. This interface solves the issue of users having to scan each individual item, creating a streamlined and enjoyable experience.

02. Research

First, I objectively observed how users interacted with the kiosk. I was also able to record a friend using the interface to capture each screen on the tablet. I recorded the following observations:

• Users often had intrigued, impressed, or excited expressions to the automatic scanning.

• Users spent around 3-5 minutes on average to complete the entire checkout process.

• Younger users navigated through the tablet & checkout process more quickly.

• Some users placed items in the scanning bin one at a time, some put all items in at once.

• Very few customers required staff to help figure out the kiosk.

I then conducted interviews with 3 different users to gain a deeper understanding of their motives, experiences, and expectations when using the kiosk. From the 5 questions asked, I aggregated the most common responses.

03. Personas

Based on observations and user interviews, I created two personas that represent archetypes of people who typically use this kiosk. These personas are represented through a "Thinks, Feels, Says, Does" empathy map.

04. Storyboard

Using the "Efficient Eddie" persona, I created a storyboard mapping out his user journey from start to end.