Payment Kiosk User Flows
I created these user flows to document the steps a user would follow to create an account on a payment kiosk in the lobby of a jail or at home online. Because they are communicating with inmates, it is important that their identity and basic information is captured. This signup process allows users to confirm their identity using a third-party verification service.
Since the typical user of the payment kiosks is tech-illiterate, functionally illiterate (reading level is 4th grade or lower and very low comprehension rate) and is often in an agitated state while using the product, I tried to find a good balance between capturing all the necessary info while getting them through the signup flow as quickly as possible.