Courier Admin Mode
Couriers managing testandgo kiosks were tracking inventory on their phones in the field, causing missed updates, phantom stock, and unscheduled return trips to remote locations. This project replaced phone dependency with a kiosk-native Admin Mode, centralizing the entire courier workflow on the touchscreen and eliminating the gap between action and record.
The Challenge
How can we improve the current Courier workflow in order to limit errors?
Missed updates caused phantom stock. Couriers performed inventory counts and test dispenses at the kiosk, then updated the stock database separately on their phone. Unreliable field connectivity and cognitive load from switching contexts meant updates were routinely skipped, creating inventory discrepancies that sent couriers on costly unplanned return trips.
The Strategy
Consolidating the Courier's workflows into one dashboard.
Remove the phone from the workflow. Rather than improving the phone-based process, the team eliminated it. A secure Admin Mode, accessed through a discreet hidden touchpoint on the kiosk screen itself, gave couriers a dedicated space to complete every task without switching devices or relying on cellular connectivity.
The Solution
Couriers can test dispense and adjust stock directly at the kiosk in a single dashboard interface.
The inventory input screen, the test dispense conditional prompt, and the final flow diagram all unified in a single kiosk-native interface. The redesigned workflow eliminated phone dependency, with phone-dependent steps on the left replaced by a kiosk-native flow on the right.
The courier tools I redesigned support a network of 350+ kiosks across 24 states. At one partner site, 40% of users had no health insurance, meaning an out-of-stock kiosk isn't a minor inconvenience. Reducing unplanned service trips directly protects access.