You know you’ve overlooked basic design research when your customer can improve your product in a few seconds using a pen and some tape.
This is the case with these three payment terminals.
The design usually includes a discreet symbol to indicate which way the card should go through the slot, an interaction that occurs millions of times per day.
The symbol alone doesn’t get the message across, especially when customers have a queue of people behind them and don’t want to look like a goof.
To save time explaining, and customers feeling like idiots, these shopkeepers have removed all ambiguity with a simple message explaining how to insert your card.
It took observation of customer behaviour to improve this interaction, something the designer should have done, not the shopkeeper (who pays for the service).
Last week, for the first time, I saw this.
I like to think that a designer out there took notice of these shopkeeper hacks, then integrated them into the new design.
If your customers could hack the design of your product or service what would they change? and how will you respond?