PepsiCo challenged our team to explore how emerging technologies could enhance consumer engagement and increase e-commerce sales by digitizing physical spaces. This project focused on reimagining the vending machine experience for busy college students through the integration of augmented reality (AR). As a team of six designers, we collaborated over four months to research, ideate, prototype, and refine a solution that balanced user convenience with business goals. My role as the lead UX researcher and designer was to guide the research and testing process, ensuring that our work was both user-centered and innovative.
The project began with a central question: "How might we digitize physical products and spaces to increase consumer engagement and sales of PepsiCo products?" Traditional vending machines offer limited interactivity, leaving untapped potential for digital experiences. Our goal was to bridge the gap between the physical and digital by creating a vending machine experience that aligned with user expectations for convenience while driving PepsiCo’s e-commerce initiatives.
To design a meaningful solution, we conducted thorough research to understand user behavior, emerging technologies, and existing gaps in vending machine experiences. Secondary research provided insights into AR, VR, NFTs, and the metaverse, leading us to select AR for its practicality and familiarity among users. User interviews with college students revealed that vending machines are primarily used for quick, intentional purchases, with users preferring cashless payment methods and desiring more product information. Observational research on campus confirmed these findings, showing that vending machine interactions were brief and deliberate. These insights helped us define the problem space and identify opportunities for improvement.
Building on our research, we brainstormed and developed multiple solutions to address the identified pain points. Initial concepts included a personalized AR display showcasing snack recommendations and loyalty rewards, a vending machine locator with real-time inventory, and bundling options to pair snacks and drinks at discounted rates. Through team discussions and feedback, we refined these ideas into a cohesive solution that integrated the most valuable features. This iterative process allowed us to align user needs with PepsiCo’s business goals, ensuring our solution was both practical and innovative.
Our design process included multiple rounds of prototyping and testing to refine the solution. We began with low-fidelity prototypes, using sketches and paper mockups to test the usability of individual features. Early testing revealed that users appreciated AR features like personalized recommendations and loyalty programs. To simulate real-world interactions, we created physical prototypes and conducted in-context testing, observing how users interacted with vending machines in a natural setting.
This phase highlighted the importance of maintaining efficiency in AR interactions and confirmed the appeal of bundling and delivery options. Finally, we combined all features into a high-fidelity prototype using Figma, integrating the mobile app, AR interface, and vending machine features into a unified experience.
The final solution transformed vending machines into modern e-commerce touchpoints by integrating physical and digital experiences. Users could locate vending machines via a mobile app, view nutritional information through an AR interface, and earn loyalty rewards for frequent purchases. Snack bundling offered personalized combinations at discounted rates, while a delivery option allowed users to order unavailable items directly to their homes. This seamless integration of features not only addressed user pain points but also supported PepsiCo’s goals of increasing e-commerce sales and engagement.
To bring this project to life, the portfolio includes detailed visuals showcasing the design process and final solution. These include user journey maps highlighting Erin’s (a persona) interaction with the vending machine and mobile app, screenshots of prototypes, and photos of in-context testing. These visuals illustrate how the design evolved from research to implementation.
This project was a valuable learning experience that enhanced my ability to balance user needs with business goals. It challenged me to think creatively about integrating emerging technologies like AR into practical solutions. I also developed stronger skills in conducting in-context testing and iterating on designs based on user feedback. As a team, we learned the importance of adapting to ambiguity, collaborating effectively, and communicating with stakeholders to ensure alignment throughout the project.
While the project successfully addressed its core objectives, it also opened doors for future exploration. Key areas for further development include creating detailed AR purchasing workflows, designing marketing campaigns to encourage adoption, and refining the UI for vending machine interactions. This project demonstrated the potential of AR to transform everyday experiences and provided a strong foundation for future innovations in this space.
