Simplifying Mobile Login for Higi Kiosk Users

Project Overview

The Higi healthcare kiosk is a widely deployed device found in pharmacies and grocery stores across the U.S., providing millions of users with biometric screenings such as blood pressure, weight, and body composition. As the lead product designer on this project, I was responsible for UX, UI, and research for a critical update to the kiosk's mobile login experience.

The project focused on improving a cumbersome phone number authentication process that required users to turn off Wi-Fi on their mobile devices to complete verification. This created friction for a user base that often included individuals with limited access to mobile data. Our goal was to create a seamless and inclusive experience that would encourage more users to authenticate and engage with the kiosk via their phones.

The Challenge

The existing mobile authentication process was overly complex and confusing. Users were required to disable Wi-Fi, open a web link, switch between devices, and complete multiple verification steps just to confirm their phone number. This led to significant abandonment, with some users walking away from the kiosk altogether.

The workflow particularly disadvantaged low-income users who lacked mobile data plans. We needed a solution that eliminated the dependency on mobile data while reducing the number of steps required to complete authentication—all without compromising user trust or security.

Context & Constraints

• The redesign had to work within the technical limitations of the kiosk hardware and mobile web integrations.
• Many users had limited technical proficiency, older mobile devices, and used the kiosk in busy or noisy environments.
• Interactions needed to be intuitive and fast, fitting within the short time users typically spent during shopping trips.
• We needed to comply with healthcare security protocols and legal standards for mobile data handling and verification.

My Role

As the lead product designer, I drove the end-to-end design of this experience. This included mapping the user journey, prototyping new workflows, conducting user research, and finalizing UI design. I also partnered closely with product management, engineering, and compliance teams to validate our approach and ensure feasibility across systems.

I managed usability testing, synthesized insights, and presented findings and final design solutions to stakeholders for buy-in and implementation prioritization.

Discovery & Hypothesis

Our hypothesis was straightforward: if we simplified the mobile login flow and removed the dependency on mobile data, we would see an increase in successful authentications and fewer drop-offs.

During discovery, we interviewed users and reviewed analytics, which confirmed a high intent to use mobile login—particularly for users who wanted to access their biometric results on the go, but a frustrating and inconsistent process caused many to abandon. This insight drove our decision to rework the flow from the ground up.

Design Strategy

We replaced the mobile data dependent authentication flow with an easy but secure six-digit code verification system. Instead of requiring users to open a browser and navigate to a mobile site, users now received a code via SMS and entered it directly into the kiosk interface. This reduced reliance on mobile data and created a consistent experience across all user devices.

We also minimized steps in the process, removing unnecessary screens and clarifying instructions to guide users through the experience smoothly. The new UI emphasized simplicity and immediacy, designed specifically with older and lower literacy users in mind.

User Testing & Insights

Through multiple usability test sessions, we observed how users navigated both the old and new flows. The contrast was clear, users completed the new process significantly faster, and fewer needed assistance. We also saw positive qualitative feedback about the clarity of the code entry and relief that they didn't need to adjust their phone's settings.

Users who previously abandoned the process were now successfully authenticating their phones and continuing with their health journey.

Outcome & Impact

The redesigned authentication flow led to a 55% increase in successful mobile phone authentications. Previously, the majority of drop-offs occurred during the verification step; after launch, we saw a significant shift in user behavior.

Not only were more users completing the login flow, but a steady number also began voluntarily adding their mobile numbers into the system to enable future logins. This change brought us well beyond our initial goal of a 15% increase in conversion, affirming the value of designing for accessibility and reducing friction.