HYFN was tasked to redesign the Lexus TV kiosk inventory search application inside select dealerships. The existing version of the dealerships were visually un-appealing, complicated to navigate and most importantly not being used because it looked like a television that you cannot interact with.
Because of the outstanding work on the inventory search tool, HYFN was asked to build out the whole experience including model brochures, video gallery and learn about Lexus.
ROLE
Lead the UI and UX designers in the process by making key decisions based on data mined from up-front research
Approved designs and presented work to an agency partner and Lexus stakeholders
Created the visual and interaction design for the project
CHALLENGES
The placement of the Kiosk did not intuitively look like users can interact with the UI.
Working with an agency partner that acted as a middle-man to the client slowed down the approval process.
The agency partner and Lexus had a low understanding in UX process and methodology
During the stakeholder interviews we uncovered that users did not even approach the kiosk. The UX designer suggested to do enthnograpic and user interviews to get to the root of the issue.
We used the ethnographic research and personas to inform a user flow, that was used for a six-up design sketch workshop with the HYFN team and client.
The kiosk setup did not look inviting or interactive
I worked with the visual and UX designers to create multiple concepts with low-fidelity wireframes to hone in an interaction style. Then presented the concepts to the client and iteratively worked with them to fulfill technical and business logic requirements.
When then flushed out the wireframes and IA and started on the visual design. We wanted to take inspiration from the technology forward design of the dashboard cluster and used that as a jump off point.
To help users understand that the kiosk was an interactive element inside the dealership we prompted them with a alternating “Push to Start” button and fingerprint icon. We also used a circular motif to draw the attention of the subject to the center of the screen while the chrome sat outside of the focus area.
OUTCOME
- Convinced Lexus to give us time/budget for conducting ethnography at dealerships which would help us come up with a smarter solution
- Because research and design was well received, Lexus asked us to redesign the entire kiosk experience
- Research that outlines specifically why the kiosks were not being used and how to fix the problems
- Client had a successful understanding of the value in UX research and design and even participated in workshops