Shift-Left UXPepsiCo · 2022 — 2023
PepsiCo — Self-Serve Kiosk Experience
A self-service kiosk solution designed with a shift-left UX approach — embedding research and usability upstream so quality was engineered in, not inspected in.
Problem Statement
Kiosk programs traditionally surfaced usability and accessibility issues late — in QA or after launch — driving costly rework, abandoned transactions, and frustrated shoppers.
My Leadership Role
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.
UX Strategy & Methodology
- 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.
Business Outcome
Shift-LeftDefects caught upstream
FewerLate-stage reworks
HigherTask completion at the kiosk
Go deeper
Want the detailed process, business impact & ROI?
The full breakdown — research artifacts, methodology, stakeholder maps, before/after metrics and the return-on-investment model — is shared on request under NDA. Let's connect and I'll walk you through it.
Process walkthroughBusiness impactROI model
