Optimizing Pursuant Health Kiosk

Research & Redesign to Boost User Adoption and Satisfaction

TIMELINE

Aug. 2025 - Dec. 2025

TEAM

Ashlyn McClendon
Mandy Lin
Mili Parikh
QM Islam Naushadul

ROLES

UX Designer

User Researcher

MENTORS

Zlatomir Stoichev
Leslie Sommers
Dan Tennenboim (TA)
Carrie Bruce (Instructor)

PROJECT DESCRIPTION

Pursuant identified that the majority of their kiosk users were bypassing registration entirely, opting instead to use it as guests. It was clear that the login experience was creating unnecessary friction. This project involved a comprehensive redesign of the interface and authentication system, focusing on streamlining the sign-up flow and better communicating the value of account creation to users.

THE PROBLEM SPACE

Pursuant has 4,600 health screening kiosks located in most Walmart’s and select CVS’s across the country. These kiosks allow users to check their blood pressure, weight, and more.

Who is Pursuant?

Their Problem

90% of Pursuant users do not make an account and use the kiosk as a ‘guest’. Without an account users can not save their health data and track it over time.

Users are currently required to give an email address to sign up. All login and sign up happens on the kiosk interface. Pursuant has tried removing the guest option, but saw significantly less usage.

Current Solutions

RESEARCH QUESTION

Bearing these aspects of the problem space in mind, Pursuant asked us:

How might we design a seamless and secure log-in experience that encourages users to create accounts and return to the kiosk?

OUR FINAL SOLUTION

We modernized the kiosk interface with updated visual branding and redesigned UI elements to improve brand alignment and aesthetic consistency.

Kiosk Visual Refresh

Simplified the registration flow and strategically de-emphasized the guest option to drive higher account creation rates in line with project objectives.

Streamlined Account Creation

Expanded login flexibility while integrating contextual transparency to explain the purpose behind each personal data request, fostering user trust.

Login Process Enhancements

Users now receive a digital card to add to their mobile wallet that can be used to quickly log back in. Simply scan and you're logged in.

Users who prefer to input sign up information on their mobile device now have the option to do so. Just scan the QR code on the kiosk and proceed on your mobile device.

New Mobile Wallet Feature

New Mobile Web App Feature

TIMELINE

We underwent a 4 month research and design process…

Weeks 1 - 3

Competitive Analysis

Lit Review

Problem Analysis

Surveys

Field Observations

Concept Ideation

Contextual Interviews

Research Synthesis

Low Fidelity Prototype

Usability Evaluations

High Fidelity Prototype

High Fidelity

Prototype V2

Weeks 4 - 7

Weeks 8 - 9

Weeks 10 - 12

Weeks 13 - 15

I led the starred methods

TARGET AUDIENCE

Wasting Time

(36%)

Taking Control

of Health

(23%)

New Users

(12%)

Picking Up Prescriptions

(19%)

Routine

Health

Monitors

(10%)

Pursuant has identified five clusters that represent their kiosk users. We made an effort to have all of these groups represented in our research and testing. These users varied in age, usage motivation, and frequency of kiosk use.

RESEARCH METHODS

We ran six different research methods to get a solid mix of qualitative and quantitative data. It was important to us to talk to actual kiosk users, so we focused our recruitment on the 55+ age group since they make up the heart of the user base. We also made sure to include people from every Pursuant-identified user cluster so we didn't miss any key perspectives across the board.

Competitive Analysis

3 competitors

Analyzed brands like Higi which also specialize in developing store-based health kiosks

Field Observations

5 users

Observed users inside of Walmart to understand how they interact with the kiosk.

Literature Review

7 key sources

Conducted analysis of existing health technology and health kiosk research to understand the current/historical market and user base.

Qualtrics Survey

19 respondents

Deployed a heat map survey on Qualtrics to simulate the kiosk interface and remotely gather data about how users would interact with the kiosk.

Kiosk Exit Survey

2,267 respondents

Created an exit survey that was deployed across select kiosks in the nation to understand users preferred login methods and devices.

Contextual Interviews

6 users

1:1 contextual interviews were conducted to get a better sense of user motivations and pain points with using the kiosk.

To make sense of our qualitative data, we built an affinity map to highlight the biggest pain points in the login process and UI. We uncovered some feedback regarding the physical kiosk and sound design, but we set those aside to stay focused on our digital goals. We then paired these insights with quantitative charts to provide a clear, data-backed picture of the user experience.

RESEARCH FINDINGS

From our data synthesis, we were able to identify five key initial research findings. that became the foundation of our redesign. Our research revealed that…

Users were confused how to operate the kiosk.
Users were confused how to operate the kiosk.

USER NEEDS & DESIGN IMPLICATIONS

We took our five core research findings and translated them into actionable user needs. From there, we explored the design implications for each, ensuring that every feature we were going to build would be a direct response to real user challenges.

User Needs

Design Implications

Users should be able to easily understand how to use the kiosk, the process, and the interface.

The kiosk's signage and instructions should be clear and accessible by using readable font sizes and intentional color contrast.

Users should not be required to give out all of their personal information multiple times.

The system should only require necessary information and have users input it one time because they dislike providing personal and contact information to the kiosk.

Users should be able to complete the process in as few steps as possible

The kiosk's flow should be effective and intuitive for users because too many steps can deter them from using the kiosk.

Users need to clearly understand the benefits of using the kiosk to be motivated to use it consistently.

The kiosk needs to clearly convey its usage benefits to users at the beginning of the experience.

Users need to feel in control of their personal health data.

The kiosk should emphasize users feeling in control of their personal health data and build trust with the system.

IDEATION & SKETCHING

Guided by our research and project requirements, we transitioned into the sketching phase to explore various design directions. While we collaborated as a group to define the core concepts, we worked individually to explore the visual possibilities of each. We conceptualized three distinct ideas.

Mobile app users can use to sign-up and login, as well as track their assessments.

Sketch feedback sessions with the three primary Pursuant user clusters yielded clear preferred solutions.

Mobile wallet card & web app received the most positive feedback.

WIREFRAMING

With the mobile wallet and partner handoff web app as our primary focus, we defined the core requirements for our wireframes. These requirements ensured that our designs remained grounded in the specific user needs identified during the sketch feedback sessions.

Wireframe Requirements

Users should have various login options: email/phone on kiosk, QR code to fill out on personal mobile device.

Users should be able to have a mobile wallet card on their personal device for logging in to the kiosk.

Accessibility should be prioritized in the form of alterable font size, language selection, and large target areas.

There should be persuasive and motivating language throughout the kiosk experience to encourage users to make an account and track their health.

Users should receive a one-time code for two factor authentication to either their mobile phone number or email address.

Design should leverage visual hierarchy to emphasize certain login methods.

There should still be a guest option on the kiosk. This is necessary to account for a loss of network connection which prevents logging in activities.

The design should help users understand why they are volunteering each piece of personal information.

We used these requirements as a guide to develop our kiosk interface wireframes. We began by collaboratively sketching interface ideas, and then moving into interactive Figma designs.

We modernized the kiosk interface with updated visual branding and redesigned UI elements to improve brand alignment and aesthetic consistency.

Kiosk Visual Refresh

Offered new account creation/ login options including phone number and mobile device handoff. Deemphasized guest option by placing it in the bottom left.

Streamlined Account Creation

Added progress bar to show sign up evolution and simplified input to a keypad when applicable instead of keyboard.

Questionnaire Improvements

Users can opt to complete sign in information on their mobile device instead of the kiosk screen.

New Mobile Web App Feature

PROTOTYPE V1

With a solid foundation provided by our wireframes, and new design considerations provided by our wireframe feedback sessions, we moved into creating our first prototype. Taking the wireframe feedback into consideration we established the following requirements for our prototype.

Prototype Requirements

The system should display all sign up options in an easily digestible way using intentional language and color contrast.

The kiosk should clearly display its benefits so users understand what they will get out of the experience.

Each piece of demographic information should display its reason for collection to build trust.

Users should receive a confirmation when their account is created and have clear mobile wallet card instructions.

Our wireframes were created with a loose design structure in mind. The screens we developed were visually similar, but lacked standardization. To ensure consistency, we developed a design system for our prototype rooted in Pursuant’s existing brand guidelines.

We evolved the aesthetic by leaning into a minimalist UI to create a cleaner, more modern user experience. The initial prototype we developed at this stage can be interacted with below.

Interactive Initial Prototype

EVALUATION & VALIDATION

Following the initial prototype design, we conducted a multi-method evaluation to gather feedback from both experts and users. This assessment consisted of expert-led cognitive walkthroughs, moderated in-person user testing, and the administration of a System Usability Scale (SUS) questionnaire to all participants.

Cognitive Walkthrough

1 Pursuant Designer, 1 CBRE UX Designer, & 2 MS-HCI students

Goal: Identify any usability issues we might have missed with our high-fidelity prototype and evaluate the learnability of our design.

Procedure: Experts were asked to go through 3 tasks and evaluate action steps using the NN framework as well as task-specific questions. Expert evaluation findings were synthesized in a task and sentiment based table: classifying feedback as either issues, suggestions, or positive.

Task 1: Create an account on the kiosk

Task 2: Create an account on your mobile device.

Task 3: Log in to the kiosk.

In-Person Moderated User-Testing

5 participants were in their 50s. 1 participant was in their 20s.

Goal: Identify points of friction users encountered with the visual design or flow of our prototype and gauge user login and sign-up method preferences.

Procedure: Participants were asked to complete 2 tasks with the Think Aloud Protocol. Results were synthesized in an affinity map.

Task 1: Use the kiosk as a new user.

Task 2: Use the kiosk as a returning user.

System Usability Scale (SUS)

All expert and user evaluators completed the survey.

Goal: Quickly and reliably gather quantitative data on the overall subjective usability and satisfaction level of our redesigned system.

Procedure: Participants were asked to complete the survey following their cognitive evaluation or user testing session.

Our evaluations yielded the following findings and corresponding design recommendations.

Finding

Design Recommendation

The way the various options of creating an account are displayed is confusing to users.

Explore different layouts and wording to better present the account creation options to users.

Users are unsure what scanning the QR code will do.

Include language that makes users easily understand they are creating an account.

Users want to see what specific features the kiosk offers before doing any account creation.

The language on the welcome screen should be worded to include a list of some of the assessments offered on the kiosk.

Users are confused about why they are providing each piece of personal information on the web app.

Justifications for why each question is being asked should be present on the web app.

The target area for some buttons is too small.

The buttons should be reformatted to have a larger target area.

We applied the above design insights to a final round of iteration, resulting in the high-fidelity prototype featured at the beginning of this case study.

PROGRESSION OF WORK

Our team reimagined the kiosk interface through a research-heavy iterative process. By validating our sketches, wireframes, and prototypes with users at every stage, we moved from an outdated baseline to a polished, user-centric final design. Explore the evolution of our work below.

ACKNOWLEDGEMENTS

I want to extend a special thank you to my BuzzLab team members Mandy Lin, Mili Parikh, & Q M Naushadul Islam. From initial research to the final iteration, everyone was indispensable to our success, and I’m grateful for the collective expertise and shared learning that defined this project.

Additionally, I would like to thank Leslie Sommers & Zlatomir Stoichev from Pursuant Health for their guidance and for being such enthusiastic collaborators throughout this process.

This project was truly a team effort, and I'm grateful that I had the opportunity to be a contributor.

Meet the Team!

Great design happens in great company! Get to know the team members I collaborated with throughout this project.

Mandy Lin

Mili Parikh

Q M Naushad

Ashlyn McClendon

Vision Minded. Project Obsessed.

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