Ziosk FlexUX | User Experience Redesign
1 | Overview
The company brought in an outside agency to revamp the UX on the Ziosk platform, providing a flat PDF with three screens showcasing the new look and feel. My objective was to expand upon these screens to create a cohesive, user-friendly experience across the entire platform. Without access to prior user research, I conducted a heuristic evaluation, applied UX best practices, and collaborated with stakeholders to ensure the design aligned with user needs. Once I completed the redesign, it seamlessly integrated with both new and existing features on the Ziosk platform.
My Roles:
UX Designer
Service Designer
My Responsibilities:
Expanded a limited design concept into a full user experience, ensuring seamless integration with existing features.
Conducted heuristic analysis and competitive research to refine UX.
Developed user flows, wireframes, and prototypes to enhance usability.
Designed scalable UI components aligned with platform guidelines.
Collaborated cross-functionally and provided dev-ready documentation for implementation.
2 | Strategy
Already familiar with the Ziosk platform, I dove into the evolving requirements of the redesign’s new features. I prioritized regular check-ins with stakeholders to stay aligned. While developers focused on coding the backend to support these new features, I worked closely with them to ensure the smooth integration of design and functionality. This ongoing collaboration was crucial to the project’s success.
3 | Design
After figuring out how the new features were going to work, I began applying the design to the screens using a couple of our existing clients. I drove the application of the redesign and presented the mockups to the stakeholders, explaining where each client had room for customization and the assets we would need from future clients in order to get them set up on the newest version of the experience.
Challenges
Features
Throughout the project, I cataloged missing features and identified discrepancies between the back-end functionality and the visuals. By collaborating closely with the development team, we built a strong working relationship, and I gained a deeper understanding of the platform’s back end.
Prospective Clients
The stakeholders were actively pursuing major clients who wanted to review the new design customized with their branding. With limited assets to work from, I took on the challenge of creating several custom screens for a few prospective clients. By working closely with the team, I tailored the designs to align with each client's unique brand identity, ensuring the visuals resonated with their needs while maintaining consistency with the overall platform.
Current Clients
I created a clear, concise specification document that outlined all necessary assets for current clients, ensuring it was easy to understand for both large in-house teams and solo designers. This quick-reference guide significantly reduced confusion and cut asset creation time by up to 20%, as reported by client reps and clients.
Pivots
Previously, I focused on integrating the new design into the existing framework and ensuring visual alignment with the backend. However, new layout requests from potential clients shifted my focus. I pivoted to exploring how to incorporate these requested functionalities with minimal disruption to both development and the user experience.
To achieve this, I resumed close collaboration with the development team. Together, we mapped out the current workflow and integrated the new touchpoints specified by the prospective clients. I created wireframes and a rudimentary prototype to illustrate screen layouts and interactions, as well as mockups tailored to each client’s needs. This user-centered approach ensured we met client demands while maintaining a seamless experience.
The original check open screen allowed for two static buttons and a small carousel of promotional images. The static buttons allowed for promotion of specific games, experiences, loyalty, and menu items that either the client or Ziosk would try to push.
The new layout requested took away the modules for the static buttons and expanded the carousel to be full screen with the menu buttons laid over it. The main issue of the requested layout is that it decreases visibility of the menu buttons that are laid over it. I chose to solve this by placing a low opacity bar behind the buttons that pulls from the client’s color palette and boosts visibility. I solved the issue of loss of revenue and deep links by having the developers place a touch point only on the section of the carousel between the menu buttons and the top bar. This way, when the carousel scrolls to a promotion that a user wishes to navigate to, they will not click the menu buttons or top bar on accident.
The original order entry with a preview image is structured as shown, with a 3:2 scale image and the description below it. The description and image change as a user clicks on the menu item and has an “order now” button as a call to action.
What was requested was an order entry layout with a larger, 3:4 scale image taking up that entire module. The challenge here was to provide a way for users to still see the item description and keep the ability to “Add to Order”. To solve this, I placed a “View” button on each line item so that users could still view the item before ordering it. I worked with the development team the whole time to make sure the solution was minimally disruptive.
FlexUX Generic Prototype
This short video walkthrough showcases the rudimentary prototype, highlighting key interactions and screen layouts. It provides a visual overview of how the new touchpoints integrate with the existing workflow, offering a clear preview of the user experience and functionality.
4 | Final Touches
After receiving feedback that prospective clients struggled to envision how the experience would apply to their brand, I created a more detailed prototype featuring a fictional client’s branding, complete with tailored visuals and content. This user-centered approach made it easier for clients to see how the design could fit their needs. As a result, when the sales team presented the improved prototype, it facilitated smoother discussions and helped build stronger client relationships, ultimately contributing to a 13% boost in sales.