Special consideration was also given to the ergonomics of the kiosk counter height. With usability testing we determined that the iPads needed to be mounted with privacy screens to ensure customer privacy and with keyboards to increase the usability of the touchscreens at the kiosk.We successfully designed a new digital workflow that satisfied the tight legal requirements of the credit card acquisition process. We also worked with on-location partners problem solve the wifi constraints at the airport.
Impact
The original paper acquisition form took customers 10-20 minutes to complete while Pivot's new iPad app allowed people to complete the form in just 2-5 minutes. Pivot's design solution focused on ease of use, ergonomics, and better presentation of information. TD reported an immediate increase in completed credit card applications with Pivot's newly digitized solution — the number of completed applications more than doubled in a timeframe of just one month.
The success of the pilot prompted the TD team to engage with Pivot again and again over many years to design and implement the Visa app for multiple kiosks in many environments across Canada: Airports, Malls, and AutoShows.