The Problem
The current interface supported both everyday users (e.g. office staff handling mail tasks) and admin-level users (e.g. technicians managing system settings and saved content) all within a constrained, shared device. The legacy UI was outdated and cluttered, with poor role separation and no clear feedback for modification actions.
Objective
The goal was to modernise the machine’s interface while respecting established behaviours used by long-time, non-technical operators.
The new design aimed to simplify complex interactions, making the experience more approachable for new users, while ensuring that experienced users wouldn't need to relearn the system entirely during this critical transition phase.
My contribution
I led UX research and design, coordinated with a small design team, and managed ongoing feedback sessions with both the technical and customer-facing client teams. I helped navigate the balance between modern usability standards and on-device logic required by the business and hardware constraints.
Outcome
We delivered a redesigned interface that introduced:
Simplified rate selection flows for operational clarity
Clear visual role separation between user types
Improved in-device editing tools with intuitive cancel/confirm actions
A modern, touch-friendly UI aligned with Quadient’s rebranding of the new machine
Noticeable issues in the Empathise Phase:
Weak visual hierarchy (similar font style for heading, body; CTA buttons are not prominent;
Inconsistent UI patterns (some buttons have arrow but some do not.)
No onboarding or contextual help. For users encountering this for the first time, there is no explanation, tooltip, or guided step — especially for editable content or settings.
Tradition Screens Pain Points:
Combines usage and admin setup on the same screen
Lacks visual clarity, feedback, and modern UI standards
Leaves new users confused, while risking alienating long-time users if changed too drastically
User Needs
Long-time users: These are mostly less tech-savvy users who need familiar interaction flows, minimal re-learning, and quick access to routine tasks.
New/infrequent users: Typically younger users who are more familiar with modern UX patterns but less accustomed to older interface behaviours. They prefer clear labels, simplified navigation, and improved visual clarity.
Admins: Access management tools without cluttering everyday screens
© Gemma Bao Tran, 2025
Email contact: gebao.nt@gmail.com