Susanna Averpil
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SAS CHECK IN KIOSKS

THE CLIENT

Scandinavian Airlines is the flag carrier of Sweden, Norway and Denmark, and the largest airline in Scandinavia. When the check in-kiosks were redesigned, I was in charge of the flows, interaction design and over all user experience.

 

PROJECT BRIEF

On each airport where SAS operates, you can check in by a kiosk which is located next to the baggage drops. Either there is a SAS kiosk, or you can find a common user self-service kiosk where you can check in with any of the star alliance carriers. The old system was about 25 years old and now SAS got their new identity and also want to update the kiosk designs. The amount of changes were in our hands, and we could choose to redesign everything from flows to colors. Awesome! We started to take a look at how this could be done.

Old vs new design of the payment screen

Old vs new design of the payment screen

PROCESS

I started with looking at the current flow in the kiosks and mapped all flows I could find. There were lots of them and I soon understood that it worked like lego. There were “module flows” which were not that bad. For a system that is 25 years old I think it was quite good.

I spent some time in the SAS Lab at the headquarters in Frösunda. There I could make fake tickets and try the current system out. I tried to understand where we could improve details. Are there problems with the system timing out? Can we built two screens into one for a faster process at the airport? Are there any elements we should get rid of? Are there unclear information? Our mission was to make this a faster and easier process for travelers. We didin't want them to stand in line for the machine during summer- and winter vacations when the airport is crowded.

Due to the timeframe, a visual designer and I teamed up and made handdrawn wireframes and then he instantly designed the screens. This was a fun and great way of working. Well done @ Luca Deasti!

I spent some time in the lab at the head office in Frösunda.

I spent some time in the lab at the head office in Frösunda.

LEARNINGS AND FINDINGS

This was one of the first non-web/app projects I worked with, and designing for a kiosk which is located in different places in an airport raised new requirements for me. The position in the airport, it has to be clear and visible even in direct sunlight. All people (huge target group) need to understand what to do and how to do it. Change seats? No problem. The more we could improve the speed for each slide, we could get travelers ready faster without queueing. The new design went live in december 2016. Next time you fly with SAS, try it out and let me know what you think!

https://www.flysas.com/en/travel-info/check-in/self-service-kiosk/

For more information about the project, please contact me.

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Nominerad till Svenska Designpriset 2017

SVEA EKONOMI

 

THE CLIENT

Svea is a privately owned group that started operating in 1981. At the time of the formation, the business idea was to primarily handle collection management for a larger company. They offer administrative and financial solutions for small and large companies in all industries. In addition to traditional services like invoice service, factoring, invoice purchases, credit information and debt collection, they are also committed to meeting the need for smart payment solutions for e-commerce, mobile and retail. They also offer lending, lending to private individuals as well as currency exchange and giroservice. Svea Ekonomi spans over 10 markets.

 

PROJECT BRIEF

"We want a responsive website with easy to access in mobile devices!" Valtech responded and gave them a cross-functional team to build this in a few months.

 

PROCESS

Using the scrum method, we started every day with a daily stand-up. The team consisted of a project manager, backend, frontend, AD, UX and copywriter. We worked closely together with the client, in their office. In each 2 week-sprint, I held interviews and workshops in order to collect valuable information from the business and clients. Art director Marcus Ögren and I also held design studios and workshops where we drew solutions on whiteboards with our reference group. I also held interviews with the support team. This was real value to our work since they talk to users each day, and by interviewing them we could easily understand what was important (and not).

Since Svea Ekonomi spans over ten markets, I also held interviews with the different countries, in order to understand their specific needs. All countries were supposed to build their own site with our coded components.

At first, we made sketches on paper, had whiteboard-sessions and sat next to each other in order to make it easier for everyone to get updates on the latest needs. In this process everyone was welcome with input. After one of those sessions we could easier put the details in place and get closer to a solution. That was basically when I sat down in Sketch (or did I still use Omnigraffle back then?) and made detailed wireframes. Marcus and I worked closely together in order to find the best solution. Since we had the developers next to us we had a great communication with fast decisions and implementations.

Art Director Marcus Ögren and developer Mathias Nohall in our sprint planning

Art Director Marcus Ögren and developer Mathias Nohall in our sprint planning

LEARNINGS AND FINDINGS

This was one of the most successful projects I worked on. We had a close relationship within the team, and the client was a part of it. I probably never had so much fun in a project before. I believe the key factor was the team. Nice people with great skills!

The website we made is all about informing the user. We had to make it easy for the users to understand the economic terms, by guiding them and explaining things that otherwise gave them a headache. This was also valuable to me, as a non-financial, I proudly now understand these terms and is able to talk about business economy with my dad, who now is a retired civil economist.

Svea Ekonomi was nominated to Svenska Designpriset 2017 (The Swedish Design Awards) in the category “Information Digital”.

https://www.svea.com

For more information about the project, please contact me.

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teknikföretagen

THE CLIENT

Teknikföretagen is an employers’ organisation, and a force for innovation. They are present throughout Sweden and assist 3,700 engineering companies in labour law and industry issues, enabling them to focus on developing world-class goods and services. Teknikföretagen’s mission is to strengthen the competitiveness of all member companies – large and small. 

 

PROJECT BRIEF

Teknikföretagen came to us with the ambition of creating a new site. Their current site had loads of information that were outdated. It worked like an archive for internal use rather than a service for their members.

 

PROCESS

Workshop time! We needed to find their business goals and needs. Ten people from different departments in a workshop came together and gave their aspect of their work. We had many discussions about which needs the site would fulfil. Their current site had overload of information that were outdated, as well as lots of old contracts and agreements. One problem was that the affiliated companies didn’t knew what difference it made if they logged in to the site or not.

Our first mission was to work out a new content strategy and structure. We took away all information that was more than one year old. That made a huge impact, suddenly we could do some work here!

We personalized all content behind a login. Since Teknikföretagen provides guidance for both small and large companies, they also have different needs. The members can now log in, see relevant content, and actually get the documents tailored for their business. This is also a safety aspect, since we don’t want large companies to download wrong contracts. That may end in an expensive legal dispute, and we don’t want that.

This also forced us to have a smarter search. You are basically not allowed to search for any documents you’d like. For those companies with one membership, we let them search for the documents tagged with that membership. But when it came to companies that actually had two or more memberships, we added a filter to the search where they need to tell us in which membership section they want to search for agreements.

The project was run by our Stockholm office, and we worked closely together as a small team. I worked with the content strategy, new structure and sketched out wireframes for the key pages. We had daily meetings and weekly sprint demos with the client. When the design and html had gotten forward we finally had a beta version of the new site. I conducted internal and external user testings to get a grip if we were on the right track.

Wireframes on wall for discussion

Wireframes on wall for discussion

LEARNINGS AND FINDINGS

When launching the site in April 2015, we had worked for about one year with the project. Along with company info, news and personalised pages we could provide the companies what they needed. Correct contracts and agreements, tailored courses and events, guides in business law and product requirements. This was a project that worked out very well in communication. I had been working with the same team for a long time and we knew each other well. The pace was fast and we knew what to do from start. Just awesome!

https://www.teknikforetagen.se/

If you are interested in more information about the project, please contact me.

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