Abstract
Self-service systems are very common in the public space and usability plays a crucial role for user acceptance. We describe the evaluation of a self-service ticketing machine installed in trams in the city of Graz. Two in-situ methods (behavior observation, contextual interview) and an online survey were used. We discuss advantages of the different methods experienced in the present study according to effort and output. Unsurprisingly online survey was advantageous in terms of time effort. Concerning output, behavior observation identified the most issues with specific interface objects of all methods. Furthermore we were able to identify usage information about the user group of elderlies. Online survey provided a higher number of general issues with the machine and recommendations for change than the two in-situ methods. Further results are discussed and limitations of the study are described in the paper.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Bowman, D., Gabbard, J.L., Hix, D.: A Survey of Usability Evaluation in Virtual Environments: Classification and Comparison of Methods. Presence: Teleoperators and Virtual Environments 11(4), 435–455 (2002)
Hornbæk, K.: Current Practice in Measuring Usability: Challenges to Usability Studies and Research. International Journal of Human-Computer Studies 64(2), 79–102 (2006)
Holzinger, A., Searle, G., Kleinberger, T., Seffah, A., Javahery, H.: Investigating Usability Metrics for the Design and Development of Applications for the Elderly. In: Miesenberger, K., Klaus, J., Zagler, W.L., Karshmer, A.I. (eds.) ICCHP 2008. LNCS, vol. 5105, pp. 98–105. Springer, Heidelberg (2008)
Castro, D., Atkinson, R., Ezell, S.: Embracing the self-service economy. The Information Technology & Innovation Foundation (2010)
Maguire, M.C.: A Review of User-Interface Design Guidelines for Public Information Kiosk Systems. Int. J. Hum.–Comput. Stud. 50, 263–286 (1999)
Hagen, S., Sandnes, F.E.: Toward Accessible Self-Service Kiosks through Intelligent User Interfaces. Pers. Ubiquit. Comput. 14, 715–721 (2010)
Simon, F., Usunier, J.-C.: Cognitive, Demographic, and Situational Determinants of Service Customer Preference for Personnel-in-Contact over Self-Service Technology. International Journal of Research in Marketing 24(2), 163–173 (2007)
Kristoffersen, S., Bratteberg, I.: Design Ideas for IT in Public Spaces. Pers. Ubiquit. Comput. 14, 271–286 (2010)
Bratteberg, I., Kristoffersen, S.: Irreversibility and Forceback in Public Interfaces. In: Proceedings of NordiCHI 2008, pp. 63–72 (2008)
Davis, F., Bagozzi, R., Warshaw, P.: User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science 35(8), 982–1003 (1989)
Lee, C.B.P., Wan, G.: Including Subjective Norm and Technology Trust in the Technology Acceptance Model: A Case of E-Ticketing in China. The DATA BASE for Advances in Information Systems 41(4), 40–51 (2010)
Mallat, N., Rossi, M., Tuunainen, V.K., Öörni, A.: An Empirical Investigation of Mobile Ticketing Service Adoption in Public Transport. Pers. Ubiquit. Comput. 12, 57–65 (2008)
Reinders, M.J., Dabholkar, P.A., Frambach, R.T.: Consequences of Forcing Consumers to Use Technology-Based Self-Service. Journal of Service Research 11, 107–123 (2008)
Jensen, K.L.: RECON - Capturing Mobile and Ubiquitous Interaction in Real Contexts. In: Proceedings of MobileHCI 2009 (2009)
Hughes, J., King, V., Rodden, T., Andersen, H.: Moving out from the control room: ethnography in system design. In: Proceedings of the Conference on Computer Supported Cooperative Work, pp. 429–439 (1994)
Blomberg, J., Giacomi, J., Mosher, A., Swenton-Wall, P.: Ethnographic Field Methods and Their Relation to Design. In: Dchuler, C., Namioka, A. (eds.) Participatory Design: Principles and Practices, pp. 123–156. Erlbaum, Hillsdale (1993)
Millen, D.R.: Rapid Ethnography: Time Deepening Strategies for HCI Field Research. In: Proceedings on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, pp. 280–286 (2000)
LimeSurvey open source survey application, http://www.limesurvey.org/
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Mattheiss, E.E., Schrammel, J., Tscheligi, M. (2011). Added Value of In-Situ Methods in Usability Evaluation of a Self-service Ticketing Machine with a View on Elderly Users: A Case Study. In: Holzinger, A., Simonic, KM. (eds) Information Quality in e-Health. USAB 2011. Lecture Notes in Computer Science, vol 7058. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-25364-5_42
Download citation
DOI: https://doi.org/10.1007/978-3-642-25364-5_42
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-25363-8
Online ISBN: 978-3-642-25364-5
eBook Packages: Computer ScienceComputer Science (R0)