Xsos
Redesign the self-service kiosk
Overview
Background
Xsos is a men’s clothing retailer specializing in suits and formalwear. The store had an existing self-service kiosk that allowed customers to sign up for the Customer Club,
but it suffered from usability and accessibility issues.
I was brought in as the Product Designer (UX/UI) to redesign the kiosk interface and add new features to improve the customer experience and reduce workload for in-store staff.
The Challenge
The original kiosk only supported Customer Club sign-up, and both customers and staff complained about cumbersome forms and poor accessibility. The store manager wanted to introduce new self-service capabilities to reduce employees’ manual workload. With limited time and no opportunity for formal user research, I relied on best practices and close collaboration with the store manager to guide the design process.
Objectives
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Simplify existing flows – streamline the Customer Club sign-up form by removing irrelevant fields.
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Add new self-service features:
Report a damaged product
Reserve an item for later pickup -
Ensure accessibility for a broad age range of users.
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Maintain a clean, modern UI aligned with the Xsos brand identity.
Research
Research Approach
Due to time constraints, I didn’t conduct full user interviews or field observations. Instead, I:
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Collaborated closely with the store manager to understand pain points.
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Benchmarked other self-service kiosks in retail to identify best practices in form design and flows.
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Focused on familiar UX patterns to minimize the learning curve for users.
Key Insights & Design Decisions
Irrelevant fields removed- eliminated “Salesperson Name” and “Signature” fields in the Customer Club form since they added no value.
Large, clear action buttons- with short explanations under each to make options understandable at a glance.
Consistent iconography- aimed for simple and elegant icons to avoid a
childish look.
Accessibility first- ensured large tap targets, clear hierarchy, and strong color contrast for readability across age groups.
Information Architecture- mapped out the kiosk processes early to keep navigation intuitive.
The final design
Design guidelines
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Delivered high-fidelity UI screens based on brand color palette and typography.
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A help prompt offering quick access to staff if needed.
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Straightforward, intuitive flows designed for speed
and clarity.
The redesigned kiosk introduces –A clean home screen with three main actions
Report a Damaged Product – guides the customer through a quick form.
Reserve a Product – allows customers to save an item for up to three days.
Join the Customer Club – now streamlined and faster to complete.
Results & Next Steps
The new kiosk design has been approved and is currently in development. Expected impact:
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Reduced wait times and less staff workload on routine requests.
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Improved accessibility and inclusivity for customers of all ages.
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Faster, cleaner sign-up process that encourages Customer Club participation.
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While real-world metrics will come after launch, the client expressed high satisfaction with the clarity and simplicity of the new design.
Key Learnings
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Even without full user research, leveraging best practices and empathy for diverse users can lead to a well-grounded design.
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Removing unnecessary fields not only speeds up the process but also improves the overall
experience. -
Close collaboration with stakeholders was essential for aligning the kiosk’s flows with in-store operations.
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This project reinforced the value of accessibility-driven design for retail self-service experiences