The interface was cluttered and unintuitive, making it difficult for users to choose the right service. Key actions were buried or unclear, leading to mistakes and slower queue times.

The display lacked clear visual hierarchy and didn’t communicate essential information such as wait times or station availability. Customers were left confused and uncertain about what to do next.

Through on-site observations, we saw that many customers hesitated at the kiosk, unsure which option to choose, and often needed assistance. At the waiting area, people frequently looked around in confusion, unsure if it was their turn or which station to approach. These behaviors highlighted a gap in clarity and guidance throughout the entire in-branch flow.

As part of the research, I visited kiosks in banks and public spaces like McDonald’s, train stations, and government service centers. This helped me identify best practices in guiding users through time-sensitive flows, simplifying decision-making, and creating interfaces that reduce cognitive load. Insights from this benchmark research directly influenced the structure, clarity, and accessibility of our redesigned kiosk experience.

Based on the research inisghts I created a streamlined user flow for the kiosk that significantly reduced the time it takes for customers to complete the number-taking process, but also has a clear start and finish.

In the early stages, we created low-fidelity wireframes to quickly test and validate our assumptions. We focused on two key goals: ensuring that users understood the kiosk flow, and confirming that the plasma screen content was readable from a distance. To simulate real conditions, we screened the designs on actual TVs at the Leumi office and observed how users interacted with the content in a physical space.

While I didn’t design the final UI myself, I was deeply involved in every design decision from layout structure to hierarchy, copy, and interaction details.

I worked closely with the UI designer to ensure that the final screens aligned with our research insights, user needs, and overall experience goals. The result is a clear, accessible, and intuitive interface that supports a smoother and more confident user journey.