Vending Machine
Approach
We are tasked with the goal of creating a new set of interface screens for a vending machine at St. Lawrence College. Our design will be centered around the needs of the user. In order to understand those needs, we will interview a set of students and faculty who are familiar with the current state of vending machines at the school. We brainstormed a list of 19 questions which will help us understand the needs and perceptions of actual vending machine users.
Observations
Individuals use vending machines primarily for their speed and convenience. If there is even one person in line ahead of them, the user will consider moving on to another machine located relatively nearby. Users approach machines to acquire a single specific item and they understand that the devices are not expected to provide any personal customization of the items.
Vending machines have existed long before most users were born, and therefore the user rarely considers the poorly designed features unless they are glaringly overt. Users are accustomed to the familiar mapping style of machines and are not often dissuaded from use because of clumsy organization. A vending machine must be highly flawed to make any kind of negative impact.
Users are attracted to newness. A flashy innovative machine, such as one with a touch screen, can potentially attract customers who want to experience something new; however, if the new approach is not easily understandable, the user will never interact with the machine a second time. New technology must clearly demonstrate its array of options in order to retain repeat users.
The method of payment is often a source of some confusion. Classic coin and bill slots should be retained, but students are eager to use their debit cards or student cards to pay. These options should be as clear as possible by maintaining consistent placement on the machine. Users would consider using different payment methods if there was some sort of reward system for repeat customers.
Vision
Touch screen interfaces can offer a wide variety of potential customization, but the limited screen space means some options can be buried deep within menus. The initial display must somehow indicate the entirety of options available and avoid showing an animated screensaver advertisement. It must be overtly clear what items are in stock, but it should not just remove empty items from the menu. A user should be able to understand that the cherry coke is empty and not discontinued, for example.
Flashy new designs should not be disregarded. Embracing design trends from unrelated interfaces should be considered. A return to skeuomorphic 1980s style touch screen buttons could entice nostalgic users while also offering new options.
Machines could recognize users by their payment method and put the user’s favorite items at the top of the list of options. Conversely, the machine could also offer unpopular items at a discount or suggest new items similar to the user’s favorites.
Rationale
Priorities
After interviewing several students at SLC, I learned that users take vending machines for granted and do not seem to think about the interface much. Subjects struggled to offer useful information as they have grown up with soda machines around their schools, and consider them mundane and uninteresting.
Some users suggested that machines might be better if they carried more elaborate items, such as cup-of-noodles, readymade sandwiches, or freshly brewed hot coffee, but users were quick to admit these ideas do not seem realistic, and were unlikely to be significantly better than the cafeteria options.
The majority of repeat vending machine users were simply looking for a familiar soda. Users had a specific drink in mind and their primary goals were speed and convenience. Some felt that machines tried too hard to emphasize healthiness. Students were well informed about the sugar and caffeine content, and they understood that soda is a treat, a reward, or an enjoyable refreshment.
One issue that interviewees mentioned was the difficulty in payment choices. Some machines allow tap-debit cards, but others do not, and the options are not clear. While some students preferred to use traditional cash and coins, others were open to using their student cards and newer smartphone payments.
Application
My approach was to make a vending machine that emphasizes no-nonsense fun. As I understand it, the machine needs to be striking and different in appearance, but also easy to use and traditional. This machine is a straightforward soda machine. It sells a variety of flavors and sizes, but it does not overwhelm the user with long lists of options.
The colours used are wild: teal, purple, magenta, white. The display font is an oblique script reminiscent of the early 1990s. All of the soda icons are based on the designs used in the ‘80s and ‘90s as well. The flavour icons are flat representation which mirror the overall colour scheme. The secondary font used for captions is Eurostile, which is highly legible, and reminds the user of the retro-futuristic modernity of the era. When applied to the machine as well, the user is guaranteed to take notice.
The colour scheme and font choices are, without a doubt, slightly ridiculous. My feeling is that, rather than trying to exude a sense of modernity and cutting-edge themes, I should try to emulate the bombastic retro styles of last century. When companies try to speak to youths using current slang and trends, they often miss the mark. Designing takes time, and what was current even three months ago is seen as passé and out of touch today. I chose to lean into the absurdity and make a tongue-in-cheek design that emulates the nostalgic styles of the ‘90s. These trends are now set in stone, and here they are played for comedic effect.
Sodas can be bought using cash, cards, student meal plans, smartphone pay, or even reward points. The machine presents the option to use the smartphone app, but it is not a requirement, and it does not aggressively advertise it. Users will be more likely to use the app if they feel it is a choice. Tech savvy users will demonstrate their rewards and engagement, which will encourage others to use the app via word-of-mouth.