Researcher & Designer
Software Services
Aug '21 - Dec '22
Overview
The original product was developed by Radiant Systems, the software company produced a point of sale (POS) system for RaceTrac stores, called RPOS. Their system was used to mediate merchant sales between the cashier and the customer, It featured fuel control, sale of goods, transactions and data storage.
By applying the design process, I developed a new solution aimed at reducing cognitive load for new users, simplifying task completion and finding targets faster.
What's the Problem?
Well, both new and veteran employees were constantly having difficulty completing sales without managerial oversight. I assumed the reason was just symptoms of an outdated system, because it was laggy ran off of Windows XP.
However, from observing recurring issues related to finding targets and remembering their placement, prompted me to delve deeper into the employee-user experience.
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
Veteran employees frequently struggled to recall targets and often needed assistance from the general manager.
Revealing the pain points with an Heuristic Evaluation
To uncover pain points and identify opportunities for improvement, I conducted a Heuristic Evaluation a snapshot of the findings are presented below:
Identifying the user's POV
While being a employee at RaceTrac, I had firsthand experience of the POS system and my own frustrations. However, to maintain an unbiased perspective in data collection, I conducted user interviews and task acquisition studies with staff to understand user behavior and reveal user's needs. The results are compiled below in an Empathy Map:
User's Needs & Motivations
From discovery research data, my synthesis suggests that my design strategy should be focused on improving four things:
Better Findability
Users need to find targets fast and not feel pressured by time.
Lower Cognitive Load
Users need to feel self-sufficient by completing tasks independently, without relying on step-by-step guidance
Reorganized Information Architecture
Users need a clear and concise way of navigating throughout the system.
Better System Feedback & Error Prevention
Users need a robust interface that is highly responsive and provides immediate system feedback.
Using personas to inform Ideation
Based upon my user research synthesis, I created two representations of who would be the typical users of the POS system.
Brainstorming Solo
I used 'How Might We' statements to drive my ideation process, which led to additional insights as I explored potential answers. Once I reached a natural stopping point, I synthesized the solutions and assessed their validity by balancing the user experience perspective with business goals.
Content Audit
The need for a content strategy before I began redesigning with a wireframe was of extreme importance for me. To better understand and organize the overall content, I conducted a thorough audit of over 100 items and their functions and began evaluating individual importance.
Wireframing Ideas & Structure
I established a new vision for the employee POS system experience, focusing on functionality, findability and organization.
Validating IA Structure with Usability Testing
With limited resources for additional user research, I met with two managers to conduct short usability tests. These tests aimed to evaluate users' ability to navigate and locate key targets under time pressure emulating a typical situation employees experience on the job.
Areas of Success
The organization of food products seem to be easy for participants to grasp, all of the objectives were accomplished in under 30 seconds by first time users.
A dedicated page for fuel control appears to be a more effective option, as it accommodates finger dexterity for selecting options and reduces errors. Participants were able to efficiently locate the correct pumps for fueling.
Areas of Improvement
Participants found some icons confusing without text. The pump selector buttons could use fewer icons and clearer indicators.
Non-sales functions need clearer wording and better organization.
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.
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.
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.