New Interface for Toll Payment Machines
A-to-Be was looking to improve the user experience of its self-service toll payment machines installed in a highway that serves the North Coast of the United States. The existing equipment didn’t have an interface that allowed people to choose the method of payment; clients had to pay using a coin bucket, which led to an increase of the traffic jam due to the time it took to make the payment. A-To-Be wanted to redesign the interface to simplify the payment process, making it easy to use, even for people who had never used the self-service system before.
Our UX team had to create an easy to use, intuitive LCD interaction and operation, with class and payment method options. The multiple payment methods include smart watches, credit card, bank notes and coins. Our job was to design an efficient interface for both end-users and back-office users, and for the customer service center.
Hi Interactive's UX design team had to design a new interface for the Automated Toll Payment Machines operators and the clients. We did tests with the users, both for the operator and the client. We found some details that we could iterate and improve and after working on it, we did tested the interface again.
After the research and tests phase, we moved to the User Interface design phase. We focused on building interfaces users would find highly usable and enjoyable. The goal was to minimize the number of actions to make the payment and to use reusable design patterns to guide behavior regarding the interaction with the machine.
We also created a Live Style Guide, based on the visual elements previously defined, to ensure a consistent experience and a scalable solution.
An efficient interface for both end-users and back-office users, and for the customer service center.
The simplicity and efficiency of the new back-office and customer-facing screen resulted in faster transactions and smoother traffic.
ATPM Product Manager