I can imagine the situation. 🤔
Maybe the screen was low resolution and made the buttons difficult to read, perhaps the lighting was causing a glare on the device, also blocking interface elements, or maybe the patients in this hospital center were just worn out and groggy and couldn’t make sense of the following steps to pay.
✅ Maybe all of the above..
The photo above, of the taped-on content, is the solution to all these. True MVP. Not pretty, not fun, but clear and accurate..well of course, just for me at the time.
When you don’t design the full-service experience taking into account the people and their state of mind, the environment around them, and finally the interface or tools, you create gaps that waste time and cause frustration on both sides of the checkout window.
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