Role:
UX Researcher & Designer
Industry:
Software Services
Duration:
Aug '21 - Jan '22
Overview
The POS system is developed by Radiant Systems, a software company who customized their product for RaceTrac stores, called RPOS. It features fuel controls, sale of goods, transactions and data collection.
By applying the design process, I developed a solution aimed at simplifying task completion, finding targets and enhancing knowledge retention.
From observations at work, two recurring themes were present:
Learning Curve
New employees faced a steep learning curve with the RPOS, needing months before they could complete tasks without help.
Knowledge Retention
Long-time employees frequently struggled to recall targets and often needed assistance from the general manager.
Identifying the user's POV
As a current employee at RaceTrac, I had firsthand experience and frustrations with the system. However, to maintain an unbiased perspective, I conducted user interviews and task acquisition studies to understand user behavior and reveal user's needs.
User's Needs
Users wants to feel self-sufficient by completing tasks independently, without relying on step-by-step guidance
Users need a clear and concise way of navigating throughout the system.
Users want a modern, robust interface that is highly responsive and provides immediate system feedback.
Defining the Pain Points
After understanding the user's frustrations with the system, I aimed to pinpoint the exact issues causing these challenges. To uncover pain points and identify opportunities for improvement, I conducted a Heuristic Evaluation.
Unclear Iconography
Confirmation Dialog
Large emergency button placed next to fuel control pumps with no confirmation dialog.
Organization
Incoherent categorical organization with separated food merchandise categories.
Jargon
Naming conventions can be updated to represent generally familiar terms.
Discriminability
Images or iconography could be introduced to add discriminability to targets.
Discontinued Functions
This reward system is no longer supported by the UI, it can be deleted from the UI.
Content Audit
After completing the Heuristic Evaluation, I realized the need for a content strategy before I began brainstorming. To better understand and organize the system's content, I conducted a thorough audit of over 100 items and began ideating solutions.
New Product Vision
After preliminary user research and detailed discovery methods, I developed vision for the employee RPOS system experience.
Key Features
Fuel Control
Live pump status, nested fuel services, fuel pump control and petroleum sales.
Goods & Services
Recategorizing food and beverage offerings and updating store services.
Transaction Terminal
Centralized transaction related functions, and a nested functions menu.
System Search
Location of desired products, spotlight item when found.
Brainstorming Solutions
I was primarily focused on creating a digital representation of what the new structure should be. Throughout the wireframe process, new ideas and design possibilities continued to emerge, helping to shape the evolving structure.
Improving Scannability & Recognition
Humans can process images faster than text, so I designed card elements that prioritize visual recognition through images, with supporting information conveyed through text.
Optimizing Fuel Operations
To declutter the UI, I minimized access costs by storing less-used fuel functions, prioritizing key features like gas sales. Emergency functions, such as stopping pumps and testing pumps are now securely stored and require confirmation. Fueling services is further optimized with clear pump status indicators and live feedback, enabling employees to monitor and relay information more efficiently.
Restructuring Transactions
The goal of reprioritizing the transaction terminal involved decluttering elements and grouping related actions. Lower-priority functions were moved to a side menu, allowing the main terminal screen to focus on displaying merchandise for the transaction.
Outcome
Despite securing buy-in from the general manager, the corporate representatives did not prioritize the terminal redesign, seeing little value in replacing the existing systems. While this was a challenge, I used the opportunity to reinforce the importance of user-centered design and the potential impact on business operations.