Self-Checkout Terminal
Self-Checkout Terminal
Self-Checkout Terminal
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors
Challenge
Nobody likes waiting in long lines. For venues, those lines meant frustrated guests, lost money, and a bad first impression. Our first client, Holland-Park Berlin, told us their entry point was a bottleneck. Their staff were tied up selling tickets when they could have been helping guests elsewhere.
The challenge was clear: design a way for people to get inside faster and start having fun.
Approach
I started by looking at other self-checkout systems everywhere—fast-food chains, coffee shops, restaurants, you name it. It became clear that people don't hate self-service; they hate bad self-service. The biggest issue was always confusion. Too many options, unclear buttons, and weird steps made people give up. So, my main goal became crystal clear: make it impossible to get confused.
A key part of the strategy was using our existing design system. This saved development time and made the kiosk feel like a natural part of our brand, familiar to anyone who had used our web or mobile apps. I focused on fixing the biggest frustrations that trip people up.
Disconnected brand experience
I used our existing design system for all core components—buttons, colors, and text styles. This made the kiosk feel instantly familiar.
Too many choices
Instead of showing everything at once, I made it a simple, one-step-at-a-time flow. It’s much calmer and easier to follow.
Hard to see or tap
I used big, clean text and large buttons with high contrast. It had to be easy to use for everyone, no matter the lighting.
"Did my payment go through?"
I added clear visuals and sounds to confirm a successful payment. No more guessing if it worked.
Too many clicks
I put the most popular tickets right on the first screen and made it really easy to add extras. Less tapping, less time wasted.
Testing
I created a first version (our MVP) and we took it straight to Holland-Park to see how real visitors would use it. We watched for three things: how long it took them (Time-on-task), how many mistakes they made (Error rates), and how confident they seemed.
The feedback showed us that people were a bit hesitant when picking tickets. The numbers and the feedback were super helpful. I went back and redesigned those screens to be much clearer. The "before and after" comparison below shows exactly how those small changes made a huge difference, leading to the 30% faster checkout time.
Outcome
The new terminal worked great. Our partners saw a 20% jump in on-site sales because it was so easy for guests to add things to their order. The lines got shorter, and they could move their staff to other areas to help guests.
After Holland-Park, other venues like Tummel Dschungel and Zappelarena Twist started using the terminal too. It was great to see that the design worked for different kinds of places.
Learnings
The biggest lesson for me was that if you want to make something fast, first you have to make it clear. By focusing on getting rid of confusion at every single step, the speed happened naturally. It proved to me that the simplest solution is almost always the right one.
Results
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors
Let's build something great together.
Have a project in mind or think I’d be a good fit for your team? I’d love to hear from you.
Self-Checkout Terminal
Self-Checkout Terminal
Self-Checkout Terminal
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors
Challenge
Nobody likes waiting in long lines. For venues, those lines meant frustrated guests, lost money, and a bad first impression. Our first client, Holland-Park Berlin, told us their entry point was a bottleneck. Their staff were tied up selling tickets when they could have been helping guests elsewhere.
The challenge was clear: design a way for people to get inside faster and start having fun.
Approach
I started by looking at other self-checkout systems everywhere—fast-food chains, coffee shops, restaurants, you name it. It became clear that people don't hate self-service; they hate bad self-service. The biggest issue was always confusion. Too many options, unclear buttons, and weird steps made people give up. So, my main goal became crystal clear: make it impossible to get confused.
A key part of the strategy was using our existing design system. This saved development time and made the kiosk feel like a natural part of our brand, familiar to anyone who had used our web or mobile apps. I focused on fixing the biggest frustrations that trip people up.
Disconnected brand experience
I used our existing design system for all core components—buttons, colors, and text styles. This made the kiosk feel instantly familiar.
Too many choices
Instead of showing everything at once, I made it a simple, one-step-at-a-time flow. It’s much calmer and easier to follow.
Hard to see or tap
I used big, clean text and large buttons with high contrast. It had to be easy to use for everyone, no matter the lighting.
"Did my payment go through?"
I added clear visuals and sounds to confirm a successful payment. No more guessing if it worked.
Too many clicks
I put the most popular tickets right on the first screen and made it really easy to add extras. Less tapping, less time wasted.
Testing
I created a first version (our MVP) and we took it straight to Holland-Park to see how real visitors would use it. We watched for three things: how long it took them (Time-on-task), how many mistakes they made (Error rates), and how confident they seemed.
The feedback showed us that people were a bit hesitant when picking tickets. The numbers and the feedback were super helpful. I went back and redesigned those screens to be much clearer. The "before and after" comparison below shows exactly how those small changes made a huge difference, leading to the 30% faster checkout time.
Outcome
The new terminal worked great. Our partners saw a 20% jump in on-site sales because it was so easy for guests to add things to their order. The lines got shorter, and they could move their staff to other areas to help guests.
After Holland-Park, other venues like Tummel Dschungel and Zappelarena Twist started using the terminal too. It was great to see that the design worked for different kinds of places.
Learnings
The biggest lesson for me was that if you want to make something fast, first you have to make it clear. By focusing on getting rid of confusion at every single step, the speed happened naturally. It proved to me that the simplest solution is almost always the right one.
Results
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors
Let's build something great together.
Have a project in mind or think I’d be a good fit for your team? I’d love to hear from you.
Self-Checkout Terminal
Self-Checkout Terminal
Self-Checkout Terminal
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
Leading the design of a self-service kiosk that transformed frustrating queues into a fast, seamless, and profitable entry experience.
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors
Challenge
Nobody likes waiting in long lines. For venues, those lines meant frustrated guests, lost money, and a bad first impression. Our first client, Holland-Park Berlin, told us their entry point was a bottleneck. Their staff were tied up selling tickets when they could have been helping guests elsewhere.
The challenge was clear: design a way for people to get inside faster and start having fun.
Approach
I started by looking at other self-checkout systems everywhere—fast-food chains, coffee shops, restaurants, you name it. It became clear that people don't hate self-service; they hate bad self-service. The biggest issue was always confusion. Too many options, unclear buttons, and weird steps made people give up. So, my main goal became crystal clear: make it impossible to get confused.
A key part of the strategy was using our existing design system. This saved development time and made the kiosk feel like a natural part of our brand, familiar to anyone who had used our web or mobile apps. I focused on fixing the biggest frustrations that trip people up.
Disconnected brand experience
I used our existing design system for all core components—buttons, colors, and text styles. This made the kiosk feel instantly familiar.
Too many choices
Instead of showing everything at once, I made it a simple, one-step-at-a-time flow. It’s much calmer and easier to follow.
Hard to see or tap
I used big, clean text and large buttons with high contrast. It had to be easy to use for everyone, no matter the lighting.
"Did my payment go through?"
I added clear visuals and sounds to confirm a successful payment. No more guessing if it worked.
Too many clicks
I put the most popular tickets right on the first screen and made it really easy to add extras. Less tapping, less time wasted.
Testing
I created a first version (our MVP) and we took it straight to Holland-Park to see how real visitors would use it. We watched for three things: how long it took them (Time-on-task), how many mistakes they made (Error rates), and how confident they seemed.
The feedback showed us that people were a bit hesitant when picking tickets. The numbers and the feedback were super helpful. I went back and redesigned those screens to be much clearer. The "before and after" comparison below shows exactly how those small changes made a huge difference, leading to the 30% faster checkout time.
Outcome
The new terminal worked great. Our partners saw a 20% jump in on-site sales because it was so easy for guests to add things to their order. The lines got shorter, and they could move their staff to other areas to help guests.
After Holland-Park, other venues like Tummel Dschungel and Zappelarena Twist started using the terminal too. It was great to see that the design worked for different kinds of places.
Learnings
The biggest lesson for me was that if you want to make something fast, first you have to make it clear. By focusing on getting rid of confusion at every single step, the speed happened naturally. It proved to me that the simplest solution is almost always the right one.
Results
+20%
On-Site Sales
-30%
Checkout Time
-40%
User Errors