The project aimed to gather insights into user interactions with kiosks as a digital channel, improving the customer experience based on real data.
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Existing kiosks underperformed due to usability issues and unclear user flows. merSETA needed to optimise the experience for users engaging with self-service channels in physical environments.
An upgraded kiosk experience was developed with intuitive navigation, clear task flows, and a design aligned with users' literacy levels and technology comfort.
