Detangling 360 Photobooth Experience Noises for a greater scalability in Touchpix
Detangling 360 Photobooth Experience Noises for a greater scalability in Touchpix
SUMMARY
I directed from 0 to 1, UX simplification of the cross-platform 360 photobooth software, design systems and a rebrand of Touchpix, to re-establish a brand values and benefits, increasing brand visibility and helping users to navigate photobooth event setup in speed, while less prone to the probability in software crashes and errors.
DURATION
October 2023 - May 2024
CUSTOMER
Touchpix
TEAM FUNCTIONS
1 UX/UI Designer (My Role)
5 iOS/Android Developers
2 Backend Developers
2 Co-founders
2 Test Engineers
SUMMARY
I directed from 0 to 1, UX simplification of the cross-platform 360 photobooth software, design systems and a rebrand of Touchpix, to re-establish a brand values and benefits, increasing brand visibility and helping users to navigate photobooth event setup in speed, while less prone to the probability in software crashes and errors.
DURATION
October 2023 - May 2024
CUSTOMER
Touchpix
TEAM FUNCTIONS
1 UX/UI Designer (My Role)
5 iOS/Android Developers
2 Backend Developers
2 Co-founders
2 Test Engineers
Touchpix is now available for download on both Google Play (Android) and App store (iOS)
Touchpix is the all-in-one market-leading suite of 360 photobooth, video booth and spinner software solutions to all cross-devices and mirror booths for event professionals. With a presence in all across European Market, US and Asia, Touchpix represents the fast-forwarding, industry-grade photobooth innovation that facilitate the exclusive in-software or app features that opens up to the borderless creativity and personalization capability.
Touchpix is now available for download on both Google Play (Android) and App store (iOS)
Touchpix is the all-in-one market-leading suite of 360 photobooth, video booth and spinner software solutions to all cross-devices and mirror booths for event professionals. With a presence in all across European Market, US and Asia, Touchpix represents the fast-forwarding, industry-grade photobooth innovation that facilitate the exclusive in-software or app features that opens up to the borderless creativity and personalization capability.
"Price points and what Touchpix delivers, making me decide to discontinue the subscription"
"Price points and what Touchpix delivers, making me decide to discontinue the subscription"
While featuring the innovative perks and features that customers feel hooked about, Touchpix was unable to align their brand representation, including values and service benefits. Following with the painstakingly inefficiency of photobooth event setup due to the app's navigational layout bloat that making it hard to on board and retain.
Over the time, this makes a lot of good features go unnoticed, and potentially becoming redundant.
While featuring the innovative perks and features that customers feel hooked about, Touchpix was unable to align their brand representation, including values and service benefits. Following with the painstakingly inefficiency of photobooth event setup due to the app's navigational layout bloat that making it hard to on board and retain.
Over the time, this makes a lot of good features go unnoticed, and potentially becoming redundant.
Discovering the world of 360 Photobooth Innovations
Discovering the world of 360 Photobooth Innovations
Given the nature of the start-up following with a budget constraints with limited research resources, and stakeholders' expectation to see the outcome from the get go, it is often the case where research stages are overlooked and caring for the speed of execution. However this doesn't define there is no room for research.
In 2.5 weeks total, I strategized the situation leaning on adaptive agile research approach to save time scraping in the relevant insights.
Given the nature of the start-up following with a budget constraints with limited research resources, and stakeholders' expectation to see the outcome from the get go, it is often the case where research stages are overlooked and caring for the speed of execution. However this doesn't define there is no room for research.
In 2.5 weeks total, I strategized the situation leaning on adaptive agile research approach to save time scraping in the relevant insights.
Wearing the customer shoes
Wearing the customer shoes
Commenced the first few days by working together with a co-founder to see 360 Photobooth walkthrough and devices setup demonstration from a warehouse in Veenendal De-Klomp, Netherlands. Following with a stakeholder (2 co-founders) interview to help me settle down the right objectives for this whole project.
Commenced the first few days by working together with a co-founder to see 360 Photobooth walkthrough and devices setup demonstration from a warehouse in Veenendal De-Klomp, Netherlands. Following with a stakeholder (2 co-founders) interview to help me settle down the right objectives for this whole project.
Part of brief gathering, I questioned a co-founder regarding the customer demographics. My co-founder attempted to put me in touch with Touchpix support team and granted the access to Touchpix's Community Facebook group.
Using social listening strategy to track and sift through the conversation over the photobooth context, this method highlighted 4 areas in real-time situation: competitor mentions, service advice requests, critics of the service/features and 360 photobooth trends on social media. The frequency of these mentions indicated significant issues or topic preferences in amongst the customers.
Part of brief gathering, I questioned a co-founder regarding the customer demographics. My co-founder attempted to put me in touch with Touchpix support team and granted the access to Touchpix's Community Facebook group.
Using social listening strategy to track and sift through the conversation over the photobooth context, this method highlighted 4 areas in real-time situation: competitor mentions, service advice requests, critics of the service/features and 360 photobooth trends on social media. The frequency of these mentions indicated significant issues or topic preferences in amongst the customers.
Part of brief gathering, I questioned a co-founder regarding the customer demographics. My co-founder attempted to put me in touch with Touchpix support team and granted the access to Touchpix's Community Facebook group.
Using social listening strategy to track and sift through the conversation over the photobooth context, this method highlighted 4 areas in real-time situation: competitor mentions, service advice requests, critics of the service/features and 360 photobooth trends on social media. The frequency of these mentions indicated significant issues or topic preferences in amongst the customers.
Part of brief gathering, I questioned a co-founder regarding the customer demographics. My co-founder attempted to put me in touch with Touchpix support team and granted the access to Touchpix's Community Facebook group.
Using social listening strategy to track and sift through the conversation over the photobooth context, this method highlighted 4 areas in real-time situation: competitor mentions, service advice requests, critics of the service/features and 360 photobooth trends on social media. The frequency of these mentions indicated significant issues or topic preferences in amongst the customers.
Deep dive to achieve validations
Deep dive to achieve validations
I took a further step collaborating with a support team to help recruit the 15 customers, both existing and ex-customers, for a 25-min moderated user interview to ensure the insights are validated and not influence the generalizability of the business.
I took a further step collaborating with a support team to help recruit the 15 customers, both existing and ex-customers, for a 25-min moderated user interview to ensure the insights are validated and not influence the generalizability of the business.
The sets of questions targeting 3 specific areas relating with their interaction with Photobooth event software: Customer's journey in 360 Photobooth industry from awareness to adoption, the personal photobooth setup workflow, the bottlenecks face during the event along with a solution idea (if they have)
The sets of questions targeting 3 specific areas relating with their interaction with Photobooth event software: Customer's journey in 360 Photobooth industry from awareness to adoption, the personal photobooth setup workflow, the bottlenecks face during the event along with a solution idea (if they have)
Decoding what went wrong into digestible data
Decoding what went wrong into digestible data
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For this stage, I thoroughly went through the transcript of all interviews, highlighting each mentions and phrases to help identify the patterns amongst customers' voices. Then, generating the datas into potential improvement themes to give a concise overview of the actual insights.
For this stage, I thoroughly went through the transcript of all interviews, highlighting each mentions and phrases to help identify the patterns amongst customers' voices. Then, generating the datas into potential improvement themes to give a concise overview of the actual insights.
Thematic Analysis to help sort and identify all 50+ important mentions happening in all interviews into a digestible, concise overview
Thematic Analysis to help sort and identify all 50+ important mentions happening in all interviews into a digestible, concise overview
Service relationship between operators and guests
Service relationship between operators and guests
To support the clarification of the insights gathered, I further drilled down the data chunks and translated all the details into customer personas and user flow in photobooth event setup process, both operator and guests side. With these methods in place, I was able to distinctly pinpoint the implications and and intricacies of how these can translate into the designs.
To support the clarification of the insights gathered, I further drilled down the data chunks and translated all the details into customer personas and user flow in photobooth event setup process, both operator and guests side. With these methods in place, I was able to distinctly pinpoint the implications and and intricacies of how these can translate into the designs.
Thematic Analysis to help sort and identify all 50+ important mentions happening in all interviews into a digestible, concise overview
User flow where represented operator's photobooth setup process and guest's photobooth engagement experiences
User flow where represented operator's photobooth setup process and guest's photobooth engagement experiences
Struggles that desire for the strategy step-ups
Struggles that desire for the strategy step-ups
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On basis of the the findings being analysed, 8 problem areas for the MVP scope where customers generally struggle and require considerable attention to resolve.
On basis of the the findings being analysed, 8 problem areas for the MVP scope where customers generally struggle and require considerable attention to resolve.
POINT 1
POINT 1
Text-Layout Bloat
Text-Layout Bloat
The text getting cut off, overlapping and not dynamically adjustable to the width of the screen ratio, making the content unreadable and unclear for customers to proceed the steps in event setup
The text getting cut off, overlapping and not dynamically adjustable to the width of the screen ratio, making the content unreadable and unclear for customers to proceed the steps in event setup
POINT 2
POINT 2
Excessive exclusions
Excessive exclusions
Though informing essential details needed to streamline the session sounds great and can reduce the occurrence of errors, bombarding with myriads of controls and unclear hierarchy is a recipe for the disaster against the cognitive capacity.
Though informing essential details needed to streamline the session sounds great and can reduce the occurrence of errors, bombarding with myriads of controls and unclear hierarchy is a recipe for the disaster against the cognitive capacity.
POINT 3
POINT 3
Navigational inefficiency
Navigational inefficiency
Identifying and navigating the issues within the setup is like finding a needle in a haystack. 4-12x taps each time to rectify the setup with 2 control changes from different functionalities screen is not only cumbersome, but time-consuming.
Identifying and navigating the issues within the setup is like finding a needle in a haystack. 4-12x taps each time to rectify the setup with 2 control changes from different functionalities screen is not only cumbersome, but time-consuming.
POINT 4
POINT 4
Uninformed of the status
Uninformed of the status
Determining event setup checklist without seeing the real-time configuration changes such as the states of connectivity can leave users a hard time to track down the issues and figure out what's need to be done in their setup.
Determining event setup checklist without seeing the real-time configuration changes such as the states of connectivity can leave users a hard time to track down the issues and figure out what's need to be done in their setup.
POINT 5
POINT 5
Overrelying the support requests
Overrelying the support requests
Common requests such as troubleshooting the certain configuration that already existed, but hindered by the fluff and confusing app architectures.
Common requests such as troubleshooting the certain configuration that already existed, but hindered by the fluff and confusing app architectures.
POINT 6
POINT 6
Customisability-less
Customisability-less
When customization tools are scarce, operators or brand owners has to tediously find the way around using 3rd party apps to tailor photobooth outlook, leaving them to juggle between tools and hard to achieve the stylistic consistency.
When customization tools are scarce, operators or brand owners has to tediously find the way around using 3rd party apps to tailor photobooth outlook, leaving them to juggle between tools and hard to achieve the stylistic consistency.
POINT 7
POINT 7
Convoluted copies without leads
Convoluted copies without leads
Complexity of the photobooth setup itself shouldn't be fixated by the technical terms as always. This resulted the higher dropout when technical literacy is required in order to tap into the understanding of 360 Photobooth and photography contexts.
Complexity of the photobooth setup itself shouldn't be fixated by the technical terms as always. This resulted the higher dropout when technical literacy is required in order to tap into the understanding of 360 Photobooth and photography contexts.
POINT 8
POINT 8
Obsolete Identity
Obsolete Identity
Obsolete Identity
Obsolete and outdated public look of Touchpix that is not up to the modern usability standards and values they've set, leading the misconception of Touchpix targeted as low quality, unrefined brand. This could cause a damage to the reputation and sales as a business scales.
Obsolete and outdated public look of Touchpix that is not up to the modern usability standards and values they've set, leading the misconception of Touchpix targeted as low quality, unrefined brand. This could cause a damage to the reputation and sales as a business scales.
Design review loops to set in the right door
Design review loops to set in the right door
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Gathering the technical requirements per each operating system, rapid audits of old Touchpix built and questions with engineering team and stakeholders, to make the actionable recommendations based on the severity of the issues.
With technical constraints combined with design goals in mind, I further prioritized having a constant day-to-day design feedback loops in my process, iteratively designing and testing various design variations to reach the informed design improvements and ensuring MVP effectively met both business and user needs.
Gathering the technical requirements per each operating system, rapid audits of old Touchpix built and questions with engineering team and stakeholders, to make the actionable recommendations based on the severity of the issues.
With technical constraints combined with design goals in mind, I further prioritized having a constant day-to-day design feedback loops in my process, iteratively designing and testing various design variations to reach the informed design improvements and ensuring MVP effectively met both business and user needs.
01
01
Effortless journey, from the low to deeper levels
Effortless journey, from the low to deeper levels
Empower with the direct selection control to speed up the configuration goals. Lowering the unnecessary steps and re-theming the settings classification to make the content easily approachable. As the operators, they can see everything at glance with manageable set of core functionalities and entry or exit points within 2 taps maximum.
For the guests, the legible text and visuals cue support accessibility, allowing to draw in photobooth engagement in much lighthearted way.
Empower with the direct selection control to speed up the configuration goals. Lowering the unnecessary steps and re-theming the settings classification to make the content easily approachable. As the operators, they can see everything at glance with manageable set of core functionalities and entry or exit points within 2 taps maximum.
For the guests, the legible text and visuals cue support accessibility, allowing to draw in photobooth engagement in much lighthearted way.
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
<- Scroll left (before) - right (after) to see the differences
Guest View Mode
Guest View Mode
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
Convoluted Copies without leads
<- Scroll left (before) - right (after) to see the differences
*Scroll left (before) - right (after) to see the differences
02
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Clarity and flexibility focus for the ease of usage
Clarity and flexibility focus for the ease of usage
Emphasizing the visibility to present the immediate real-time configuration changes, along with upgrading with the modern UI patterns to accommodate the flexibility to adjust, expose the granular control options that were previously disguised, and create more relevancy to the unique operating system context.
Emphasizing the visibility to present the immediate real-time configuration changes, along with upgrading with the modern UI patterns to accommodate the flexibility to adjust, expose the granular control options that were previously disguised, and create more relevancy to the unique operating system context.
THIS SOLUTION TACKLES:
Navigational Inefficiency
Uninformed of the status
Customizability-less
Over-relying the support requests
<- Scroll left (before) - right (after) to see the differences
THIS SOLUTION TACKLES:
Navigational Inefficiency
Uninformed of the status
Customizability-less
Over-relying support requests
<- Scroll left (before) - right (after) to see the differences
03
03
Instructions for a learnable content
Instructions for a learnable content
Users don't read, but scan or skim.
By leveraging discoverability and information presentation with the mixes of contextual menu and options to show or hide the explanatory subtitle, this help to empower users to venture beyond untapped possibilities in photobooth setup flow and and clarify the consequent state after triggering the change.
Users don't read, but scan or skim.
By leveraging discoverability and information presentation with the mixes of contextual menu and options to show or hide the explanatory subtitle, this help to empower users to venture beyond untapped possibilities in photobooth setup flow and and clarify the consequent state after triggering the change.
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
THIS SOLUTION TACKLES:
Navigational Inefficiency
Convoluted Copies without leads
Over-relying support requests
Uninformed of the status
<- Scroll left (before) - right (after) to see the differences
04
04
Seamless Video, Audio to AI scene Management
Seamless Video, Audio to AI scene Management
Seamless Video, Audio to Photo AI scene Management
A reduction in steps of video and audio editing to streamline the production process, along with a prominent content view to offload the complexity, inviting exploration interests for both guests and operators.
For the Photo AI scene management, blended with pre-filled smart templetized and thematized prompts to suggest how to navigate towards the advantages of AI capabilities, yet free up a time in automating the scene output for a Photo AI session.
A reduction in steps of video and audio editing to streamline the production process, along with a prominent content view to offload the complexity, inviting exploration interests for both guests and operators.
For the Photo AI scene management, blended with pre-filled smart templetized and thematized prompts to suggest how to navigate towards the advantages of AI capabilities, yet free up a time in automating the scene output for a Photo AI session.
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
Guest View Mode
Guest View Mode
Guest View Mode
Guest View Mode
Guest View Mode
Guest View Mode
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
Customizability-less
<- Scroll left (before) - right (after) to see the differences
05
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Bring a security in mind for a safe collaboration
Bring a security in mind for a safe collaboration
Operators can now assign the role for co-operators or restrict the access when the event session is on live for the guests, with wider security options to set for the certain functionalities or features.
Operators can now assign the role for co-operators or restrict the access when the event session is on live for the guests, with wider security options to set for the certain functionalities or features.
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
Guest View Mode
Guest View Mode
THIS SOLUTION TACKLES:
Navigational Inefficiency
Convoluted Copies without leads
Over-relying support requests
<- Scroll left (before) - right (after) to see the differences
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Make the most out of customization perks, from mobile to mirror booth
Make the most out of customization perks, from mobile to mirror booth
Customers can now easily upload and tailor the photobooth event outlook to their personal needs through 15+ customization functionalities with pre-made templates directly from Touchpix app, removing the technical barriers that encourage them to unleash creativity in their own way.
Customers can now easily upload and tailor the photobooth event outlook to their personal needs through 15+ customization functionalities with pre-made templates directly from Touchpix app, removing the technical barriers that encourage them to unleash creativity in their own way.
THIS SOLUTION TACKLES:
Obsolete Identity
Customizability-less
Excessive Exclusions
Navigational Efficiency
THIS SOLUTION TACKLES:
Navigational Inefficiency
Text-Layout Bloat
Excessive Exclusions
Uninformed of the status
07
07
Reconnecting Touchpix to its deep rooted vision, regaining cohesion and trust
Reconnecting Touchpix to its deep rooted vision, regaining cohesion and trust
From the creation of re-brand identity to UX restructuring for 360 photobooth experiences that supports the vision of Touchpix. By merging the identity traits that are defined by 3 concepts: fast-forwardness, emergence and synchronity, Touchpix created a syncronized loop symbol that encapsulated "the new waves of future innovations," fearlessly taking up the impossible challenges into actionable possibilities.
From the creation of re-brand identity to UX restructuring for 360 photobooth experiences that supports the vision of Touchpix. By merging the identity traits that are defined by 3 concepts: fast-forwardness, emergence and synchronity, Touchpix created a syncronized loop symbol that encapsulated "the new waves of future innovations," fearlessly taking up the impossible challenges into actionable possibilities.
THIS SOLUTION TACKLES:
Obsolete Identity
What’s happening after Touchpix beta launch?
What’s happening after Touchpix beta launch?
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45%
45%
Reduced numbers of non-compliant submission and requests dramatically after 3 days of a rebuilt release, comparing the first Touchpix version
Reduced numbers of non-compliant submission and requests dramatically after 3 days of a rebuilt release, comparing the first Touchpix version
240%
240%
Speed up in completing a single control change in settings. Saving much time and hassle of completing the event setup checklist
Speed up in completing a single control change in settings. Saving much time and hassle of completing the event setup checklist
New UI system
New UI system
support the product visibility, freeing Touchpix to prioritize their focus on feature and functionalities enhancement
support the product visibility, freeing Touchpix to prioritize their focus on feature and functionalities enhancement
Simplicity bridges versatility
Simplicity bridges versatility
Simplification encourages the motivation to unlock their creativity beyond the typical event setup workflows while enhancing both efficiency and enjoyment of the event preparations.
Simplification encourages the motivation to unlock their creativity beyond the typical event setup workflows while enhancing both efficiency and enjoyment of the event preparations.
Due to limited testing results and confidentiality, the actual values will be omitted.
Due to limited testing results and confidentiality, the actual values will be omitted.
Being new to this complex domain can hinder the empathy for 360 Photobooth nuances
Being new to this complex domain can hinder the empathy for 360 Photobooth nuances
There were still critical bug issues occurring during the beta launch, restricting some features to still be underdeveloped although causing the disruptive event setup experiences to the users
There were still critical bug issues occurring during the beta launch, restricting some features to still be underdeveloped although causing the disruptive event setup experiences to the users
Some users that were familiar with the old UI complained learning new Touchpix is as much as relearning how to use photobooth software despite the reactive help
Some users that were familiar with the old UI complained learning new Touchpix is as much as relearning how to use photobooth software despite the reactive help
Beta launch has brought the problem to the light
Beta launch has brought the problem to the light
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What I would do differently if I can redo the process?
What I would do differently if I can redo the process?
Getting access to the hardware at the onset to save a time in design
Although some prototypes were successfully tested with mirrorbooth device and 360 spinner, after design approval, granting the access to these platforms was really challenging with 2-3 weeks wait due to hardwares being rented out. This delay frequently led to guessworks in certain situation, resulting disproportionate or illegible details that required iterative tweaks after each test.
Although some prototypes were successfully tested with mirrorbooth device and 360 spinner, after design approval, granting the access to these platforms was really challenging with 2-3 weeks wait due to hardwares being rented out. This delay frequently led to guessworks in certain situation, resulting disproportionate or illegible details that required iterative tweaks after each test.
Users can be biased. They aren't always right
There are couple of the minor, least critical customers' issues such as the users' reluctance in taking necessary setup steps rather than the actual event setup issues. We, as a business, were sometimes obsessed by the unimportant issues that regarded as wants > needs, and the implementation direction always shift based on 1-2 complaints out of 70, instead of observing and resolving at our own capacity.
There are couple of the minor, least critical customers' issues such as the users' reluctance in taking necessary setup steps rather than the actual event setup issues. We, as a business, were sometimes obsessed by the unimportant issues that regarded as wants > needs, and the implementation direction always shift based on 1-2 complaints out of 70, instead of observing and resolving at our own capacity.
Change the stimuli to instill more UX advocacy in the process
In such seed-stage, fast-paced startup culture, when there is no product manager or anyone who runs UX operations as I do can vouch for the importance of UX in product-market fit, some of my opinions tend to get pushback and be lost in the cloud. Instead of giving up the idea and expecting the big wins at start, think about the mutual benefits by establishing the system and processes in what business needs, not forcing the business's willingness to be on board.
In such seed-stage, fast-paced startup culture, when there is no product manager or anyone who runs UX operations as I do can vouch for the importance of UX in product-market fit, some of my opinions tend to get pushback and be lost in the cloud. Instead of giving up the idea and expecting the big wins at start, think about the mutual benefits by establishing the system and processes in what business needs, not forcing the business's willingness to be on board.