Self Service Terminal
Project metadata
Client
Yasno – Ukraine
Year
2020
Duration
1 month
Role
Industrial Designer
Goal
The project aimed to create a user-friendly self-service terminal for our customer's updated service offices.
I was responsible for designing the terminal's body.
This project was crucial for our team, not just financially, but also for our reputation. Our client, a major electricity supplier in Ukraine, is one of the largest companies in the country. We saw this project as an opportunity to showcase our excellent service and build a lasting relationship with the client, opening doors to new opportunities in the market and getting new big clients.
Challenge
The biggest challenge in this project was the tight schedule – 1 month for terminal development and production (and the limitations of the manufacturer's technology and resources).
Production had to shape the terminal by bending metal, welding seams, and grinding areas. Even a small tweak in the corner radius could add hours to the production, which significantly affected the overall design strategy.
Approach
In the initial days, I gathered data about the main user group (identified by the client through surveys and analytics) and also connected with production engineers and client managers to stay in touch.
A notable discovery during the emphasis stage was the drawbacks of existing terminal analogs, like maintenance challenges, tricky assembly, and difficulty accessing electronic parts for cleaning. We also established the moodboard and color of the terminal in these early days. Using this info, I made various terminal clay models, later refining them through feedback from users and service staff (also took into account basic ergonomic principles from ISO). The insights gathered aided in creating the final version, which was then coordinated with production and the customer.
Throughout, I stayed in close communication with production engineers to ensure the design wasn't overlooked during production.
Impact
One month after sending out and setting up the initial 500 terminals, we got a thumbs-up from the customer company's board.
In the following 3 months, 5 new clients reached out to us. They either learned about us through this client or saw our terminals in the news.
Conclusion
This case serves as a testament to the application of design thinking methodologies in addressing complex challenges.
The successful outcome demonstrates the importance of a holistic approach, considering user needs, technical specifications, and brand image. The project not only improved my skills but also instilled a sense of pride in seeing the tangible impact of my work in major cities, emphasizing the notion that determination and effective design can lead to successful outcomes.
