We are struggling a little with using the Check-In kiosk (which has been our answer, for some of our technologically frustrated/challenged volunteers, to have an easier time with this transition). That being said, some pretty valid observations and complaints have been brought up, so I wanted to share those observations and suggest some solutions our team has discussed:
Volunteers noticed that the difference between our last kiosk and this one is that there are more clicks to sign in. When counted, it was the difference between 6 clicks (old) and 14 clicks (new). Generally speaking, fewer clicks is (I think) what most people suggest for efficiency and user-friendliness (or to cut down on user frustration). Here’s some suggestions for cutting down on clicks/things we’d like to see anyway:
To get to the heart of it, this is what I'm basically looking for:
Please note that most of these suggestions are in light of having technologically challenged volunteers; I realize there's a whole website they could log in to at home to resolve some of this, but we're running into some real difficulty maneuvering between the two.
Am willing to provide hand-drawn illustrations if it helps to explain the thinking here. :)
Thanks for your support!
Thank you for sharing these detailed thoughts about functionality of the kiosk for your volunteers. We understand the importance of efficiencies within your workflow. I am adding your suggestions to our enhancement requests. This level of detail will allow our development team to thoroughly understand your use case. Have a Happy 4th of July!
Thanks for writing all of this up and sending it in. It's always really valuable for us to get these kind of insights on real-world usability. As you might expect, we unfortunately don't have the ability to make these kinds of changes on the fly, as any major updates to the software have to go through an extensive development and QA process. That being said, I've sent this over to our development team to have them consider your notes. We do plan on making a number of updates around usability to the software this year, so this is timely feedback.
We heartily endorse reducing kiosk clicks, for several reasons: (1) People expect check-in/out to be speedy after navigating a multi-step account creation process, particularly when they must also sign a waiver and join a team. (2) The kiosk is not optimized for those who don't sign up in advance, with at least one extra click required to get to the opportunity list. (3) We try to operate as low-budget as possible and don't always have the latest technology. As a result, our kiosks can be slow, and more clicks can mean frustrated volunteers, waiting for pages to refresh before they start work or leave for the day.
Specific suggestions to reduce unnecessary clicks:
Hey Becki - Thanks for jumping in with your notes. I believe the kiosk is due for some attention from the development team in the next few months, so I'll make sure they see your suggestions. Since the kiosk feature has been out for about a year-or-so now, I think we've got a nice opportunity to make use of some of the things we've heard about how it's been used in that time.
I definitely second the reduction of clicks as we have volunteers who are not technologically savvy or who are computer illiterate. I believe the check-in kiosk process could be simplified to be more inclusive.
Happy Monday! We appreciate your input on this topic. I've added your comments to the current suggestion card we have for this on our enhancements board.
Customer Experience Specialist
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