This involved:

• visits to 4x Barclays branches in & around London
• observing users ad-hoc behaviours in branch
• how they interacted with the self-serve technology
• how many successfully completed their transactions
• how many experienced difficulties 
• how many asked for help
• how many abandoned their transactions
• users were interviewed informally following their interaction with the kiosks, to gain further insight of their experiences
• sitting in on 10x product opening interactions with staff