PepsiCo — Self-Serve Kiosk Experience

Kiosk programs traditionally surfaced usability and accessibility issues late — in QA or after launch — driving costly rework, abandoned transactions, and frustrated shoppers.

As UX lead, I introduced a shift-left approach — moving research, prototyping and usability validation to the earliest stages and pairing designers with engineering and hardware teams from day one.

• 01Embedded rapid research and testable prototypes into discovery, validating flows before a line of code.
• 02Co-created acceptance criteria with engineering so UX and accessibility were part of the definition of done.
• 03Designed for real-world constraints early — glare, gloves, queues, and accessibility reach ranges.
• 04Instrumented the kiosk to close the loop with post-launch behavioral data.