User Testing of Automatic Train Ticket Vending Machine

This study evaluates the user experience and barriers to use of an automatic train ticket vending machine. It includes a use case, evaluation methodology, and findings. The study is for IMAT 5209 Human Factors in Systems Design: Assignment Two.

Running head: HUMAN FACTORS IN SYSTEMS DESIGN
IMAT 5209 Human Factors in Systems Design: Assignment Two
User Testing of Automatic train ticket vending machine
Student Name:
University Name:

1HUMAN FACTORS IN SYSTEMS DESIGN
Table of Contents
1. The interactive system and its users............................................................................................2
2. The use case.................................................................................................................................3
3. The evaluation methodology.......................................................................................................4
4. The evaluation.............................................................................................................................9
4.1 User Experience.....................................................................................................................9
4.2 Barriers to Use.......................................................................................................................9
4.3 Transaction..........................................................................................................................11
4.4 Interface of the TVM (Ticket Vending Machine)...............................................................12
4.5 Front Screen.........................................................................................................................13
4.5.1 First look.......................................................................................................................13
4.5.2 Favorite destinations list...............................................................................................14
4.5.3 Visibility.......................................................................................................................15
4.5.4 Dominance of Centre Screen........................................................................................16
4.6 Finding destination..............................................................................................................17
5. The findings of the evaluation...................................................................................................18
References......................................................................................................................................21

2HUMAN FACTORS IN SYSTEMS DESIGN
1. The interactive system and its users
The Automatic Train Ticket Vending Machine (TVM) is such a type of machine that are
commonly found to be situated near almost every transport terminal throughout the world. The
machines have come into existence for offering a helpful method of buying tickets or passes for a
day without waiting in long queues. It dispenses tickets to clients naturally as soon as the client
selects a choice for ticket and deposits the required amount by cash or card. The transaction
occurring within the machine begins with client utilizing the machine interface for choosing the
type and amount of tickets, after that picking a option for payment for example, money,
MasterCard or even a smartcard (Choma, Zaina and Beraldo 2015). The chosen tickets are then
printed and dispensed to the client. Along these lines, workers can go through quicker processing
of payments and diminish time waiting in queues. The principle clients of this framework are the
travellers going through rail for their everyday exercises.
Ticket machines are generally famous, particularly in the railroads' segment, with a large
number of travellers collaborating with such machines on an everyday. Enhancing the
cooperation’s with such machines hence can possibly spare time, diminish pressure, and enhance
the general nature of administration on an extensive scale. While web based booking
destinations, for example, thetrainline.com, and versatile applications have moved an offer of
ticket buys on the web, the on location booth display stays typical, for three fundamental reasons
(Sim and Read 2016). Firstly, travellers require an approach to purchase tickets at short notice
nearby when no web prepared gadget is accessible. Furthermore, ticket machines give usefulness
that individual gadgets cannot yet substitute for instance printing tickets acknowledged by
railroad organizations. At last, an offer of the populace will keep on preferring the kiosk model

3HUMAN FACTORS IN SYSTEMS DESIGN
over its online partners. Rail ticket vending machines are considered for this specific
examination to dissect the client necessities by demonstrating personas and situations.
2. The use case
Figure 1: Use Case diagram for Automatic train ticket vending machine
(Source: Created by Author)
Use Case Description: Purchase ticket

4HUMAN FACTORS IN SYSTEMS DESIGN
ID: UC-1
Title: Purchase ticket
Description: Passenger accesses the system and enters trip details to check for ticket and
then makes payment to get the ticket for defined trip.
Primary Actor: Passenger
Preconditions: Passenger has accessed the system
Post conditions: Passenger has entered trip info
Main
Success Scenario:
1. Passenger starts a session by accessing the system
2. System request for trip info
3. Passenger selects source and destination stations
4. System requests for payment info
5. Passengers enters payment details
6. Bank authorizes payment
7. System confirms payment and dispenses ticket
8. Passenger receives ticket
9. System dispenses change
10. Passenger receives change
11. System stops the session and moves to idle state
Extensions: 3a. No ticket is available for provided trip info
- 3a1. System displays no ticket is available for the trip and suggests to
update trip details.
- 3a2. Passenger either terminates the transaction or checks for availability
with updated trip info.
6a. Payment is declined
- 6a1. System displays message showing payment has been declined by
Bank.
- 6a2. System displays message saying invalid pin or password.
Frequency of
Use:
Everyday
Status: Pending Review
Owner: Passenger, System and Bank
Priority: High
3. The evaluation methodology
As organizations have advanced towards robotization, self-benefit stands have turned into
a typical component of retail and administration situations. One generally observed illustration is
the Ticket Vending Machine (TVM). Original models were assessed utilizing a heuristics-

5HUMAN FACTORS IN SYSTEMS DESIGN
construct approach situated in light of Nielsen's heuristics (Nielsen 1994). Keeping in mind the
end goal to augment the quantity of ease of use issues recognized, every model was assessed,
except for their own. Assessments were directed exclusively to dodge inclination among
evaluators. A cross breed approach between situation based assessment and free investigation
was embraced. Firstly, all situations were screened and an arrangement of basic objectives was
extricated from them. This set framed the premise of an objective situated assessment (Quinones
and Rusu 2017). Every evaluator at first screened the models in perspective of accomplishing
these objectives, finishing up whether the model enables clients to accomplish them and
advocating their decision. In light of this investigation, every evaluator at that point continued
with a free assessment. Any ease of use issues distinguished amid the assessment were evaluated
with the help of accompanying scale as below:
Rating Meaning
0 No problems with usability
1 Screen design problem
2 Minor problem with usability
3 Major problem with usability
4 Serious issue with usability
For assessing the second-age model, an approach based on heuristics has been picked.
This area quickly introduces the method of reasoning for this decision. The essential goal of the
assessment has been to discover ease of use issues. As the model takes a novel, innovative
approach, it has been fundamental to secure extra affirmation on the common sense of the one-
screen layout (Oliveira, Simoes and Correia 2017). In particular, the principle need was to set up

6HUMAN FACTORS IN SYSTEMS DESIGN
whether the one-screen configuration can satisfy the particular convenience necessities of open
stand frameworks by and large and of Train TVMs specifically. Because of the peculiarity of the
plan, changes in ensuing stages were viewed as likely. Completing excessive and convenient
assessments would have along these lines involved the risk of wasting resources as revelations
obtained could be rendered unusable if the arrangement was to change significantly in
subsequent cycles. More asset concentrated assessments were in this way esteemed more fitting
for a third era model and the last item (Joshi et al. 2015). In light of these contemplations, client
testing and examinations was disposed of as it is excessively tedious and exorbitant,
subsequently as unfit for reason. Concerning assessment techniques, the accompanying strategies
were utilized:
 Heuristic evaluations and estimation
 Cognitive walkthrough
 Feature and Standards inspection
 Formal usability inspection
As to criteria, the picked evaluation method should utilize the made personas and
circumstances, allow to be versatile to the necessities specific to stand structures and TVMs, and
be significantly convincing in recognizing convenience issues while giving a sensible cash
sparing preferred standpoint extent. With everything taken into account, the gathering found that
a heuristic appraisal in light of a course of action of heuristics uniquely crafted to TVMs and
drove by various evaluators scored the most important on the selected criteria (Orfanou, Tselios
and Katsanos 2015). Proceeding onward to the specifics of the assessment approach, the group
concluded that it would not assess its own model, as assessment results would likely be one-
sided. Besides that part the assessment into originators and evaluators, location rates for ease of

7HUMAN FACTORS IN SYSTEMS DESIGN
use issues would endure. Subsequently, an alternate approach of selecting an alternate gathering
to lead the assessment. With a specific end goal to augment extent of convenience issues
recognized, the quantity of evaluators ought to be as high as could reasonably be expected.
Therefore, a gathering with five individuals was picked. Harvey and Stanton (2016), measures
that this number of evaluators grants to perceive around 75% of usability issues. From a strategy
perspective, the social affair considered that each evaluator would be given the four personas the
looking at circumstances. The evaluators would then reproduce using the model to achieve the
goals set out in the circumstances, recalling the motivation and prerequisites of the personas. To
moreover streamline appraisal, evaluators would be furnished with a game plan of heuristics
which show the usability related criteria which the model ought to satisfy notwithstanding the
necessities got from personas and situations.
Rather than utilizing a bland arrangement of ease of use heuristics, the utilizing a subset
of the outline heuristics was decided for open stands as brought about by Scharl, Schafer and
Kolliakou (2017). This arrangement of heuristics takes into contemplations the specific
prerequisites of open booth frameworks and has been demonstrated and tried by experienced
specialists. Keeping in mind the end goal to confine the measure of time and effort required from
evaluators, the amount of heuristics was been 12. Significance and pertinence to the particular
plan issue were considered for this decision. The table demonstrates the entire rundown of
heuristics and an assessment frame was readied in view of the picked set of heuristics.
ID Description
HU1 Avoiding visual elements that are not necessary
HU2 Making text as well as elements to be visible by applying sufficient contrast

8HUMAN FACTORS IN SYSTEMS DESIGN
HU3 Communicating on multiple channels for minimizing the need of reading
HU4 Making the actions to be visible
HU5 Avoiding of steps that are not necessary
HU6 Preference to direct item selection rather than cycling through different items
HU7 Reliance on recall not on memory
HU8 Usage of confirm and next buttons separately and button for undoing certain action
HU9 Avoiding accuracy or detail that is not required
HU10 Not allowing illegal choices
HU11 Request for information in a sequential manner not simultaneously
HU12 Revealing all the required steps from the beginning
At examination time, evaluators were given duplicates of this assessment frame. A
colleague disclosed the heuristics to the evaluators and addressed inquiries with respect to their
significance. Evaluators were requested to report all ease of use issues discovered while
including seriousness scores in light of the scale created by Canicosa et al. (2017), which was
disclosed to evaluators, also. In this way, the augmentation and setting of the model were dense.
Following that, the evaluators were first exhibited the model using a projector. The evaluators
were then offered access to a PC related with the projector with the other intuitive model opened
up so they could survey the coordinated effort coordinate. Evaluators were not given a period
compel. Amid the assessment, there was alternative for evaluators to make any open inquiry they
have as a primary concern with the goal that better outcomes can be accomplished.

9HUMAN FACTORS IN SYSTEMS DESIGN
4. The evaluation
4.1 User Experience
Obviously, given the broadness of the enrollment criteria, past encounters of TVM
utilization were amazingly fluctuated over the example. Despite the fact that respondents were
enrolled by asserted certainty levels, this regularly neglected to mean obtaining situations
endeavored over the span of the profundity interviews. Numerous were in the propensity for
utilizing TVMs to gather pre-requested tickets or purchasing a rehash ticket for a journey they
were making frequently (Haddon and Mante-Meijer 2016). Indeed, even the most regular clients
tended not to utilize TVMs for a wide assortment of ticket buys as they will probably be in the
propensity for purchasing advance tickets online so as to exploit less expensive charges. There
was predictable proof to propose, along these lines, that it might be troublesome for travelers to
get adequate information of TVMs to have the capacity to utilize them to best favorable position
since standard travelers were probably going to utilize TVMs to purchase a commonplace
excursion or generally reserving tickets on the web.
4.2 Barriers to Use
The key hindrances distinguished over the example identify with certainty levels and the
requirement for consolation, as opposed to worries among travelers about their capacity to utilize
TVMs. These can be isolated into three gatherings; Main Concerns, Disincentives and Minor
Issues that can be compressed as follows arranged by general significance:
Main Concerns

10HUMAN FACTORS IN SYSTEMS DESIGN
 Indeed, even the individuals who were the most able were not generally
sufficiently certain to purchase a ticket from a TVM
 Numerous vibe the need to make inquiries about the excursion, particularly one
that is new or complex
 Most travelers do not know enough about type of tickets or confinements that
apply for making decisions (Muhammad, Suzianti and Ardi 2017)
 Particular issues apply to different incapacity bunches that will require assist
thought
Disincentives
 The requirement for consolation is particularly critical for more costly passages
 Some may not anticipate that all ticket types will be accessible from a TVM
 Travelers periodically speculate that the least expensive ticket for their journey
will not be accessible from a TVM in adequate time to get the for one thing crest
prepare of the day
 Notwithstanding purchasing a ticket, numerous need extra data about the journey
they are making, particularly prepare times (Haddon and Mante-Meijer 2016)
 Some just want to communicate with a man instead of a machine
Minor Issues
 A little minority was frightful of the innovation or felt awkward with it
 Some communicated worry that there is frequently no noticeable staff nearness in
case of assistance being required

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 Numerous asserted to be put off by the possibility of feeling under strain from a
line framing behind them if their exchange was not a direct one
 Maybe a couple had a poor trouble of misunderstanding the ticket previously
(Kaptelinin et al. 2014)
 Some were worried about encountering specialized issues or losing their
installment card in the machine
 A minority had been not able utilize a TVM due to having wrinkled banknotes or
accepting that right change was required
4.3 Transaction
Over the span of the meeting, every respondent was requested to 'buy' no less than one
ticket compose from an extensive variety of situations gave by the clients and Passenger Focus.
These were expected to mirror an expansive scope of excursion types with fluctuating degrees of
trouble and intricacy and where conceivable, situations were coordinated to the respondents'
guaranteed certainty with TVMs and sorts of journeys regularly made. All through this report,
screen shots from the TVMs of the clients spoke to in the examination have been utilized to
outline components of the exchange forms (Tobita, Fujito and Kitani 2015). These have been
chosen to mirror an equivalent portrayal of each sort of TVM as opposed to being proposed to
exhibit best or most exceedingly terrible illustrations experienced.

12HUMAN FACTORS IN SYSTEMS DESIGN
4.4 Interface of the TVM (Ticket Vending Machine)
There is nothing from this exploration to recommend that touchscreen innovation is not
the conspicuous and most characteristic arrangement with regards to utilizing TVMs. Be that as
it may, it ought to be noticed that this interface is not all around commonplace or agreeable for
all to utilize. In fact, maybe a couple more seasoned respondents specified this spoke to a prompt
disincentive for them as they accepted a level of PC education would be required keeping in
mind the end goal to work the TVM proficiently (Hertzum 2016). Indeed, even among those
more OK with the innovation, it was not generally quickly clear what should have been done
keeping in mind the end goal to start the exchange.
Figure 2: Home screen of Ticket Vending Machine
(Source: Hertzum 2016, pp. 83)
In Figure 2 over, a couple were slanted to center around the visuals or the intense slogan
instead of the littler and more latent guideline to touch the screen to begin. This was exacerbated
in occasions where the screen included moving instead of static pictures. One respondent

13HUMAN FACTORS IN SYSTEMS DESIGN
endeavored to start the exchange by touching the word 'welcome' that showed up on the screen
over the keypad utilized for card installment. The main other proof of touchscreen challenges
came at later stages in the process when a couple of respondents (particularly men) were
excessively awkward or blundering and wound up baffled when the TVM neglected to react
obviously. The accompanying case was not generally quickly clear to all, but rather there was
some inclination that the more order approach of offering clients with a decision to touch one
alternative to purchase tickets and another to gather already purchased tickets is useful at this
stage (Ferreira et al. 2017). This has the further preferred standpoint of right away narrowing the
idea of the exchange to make the ensuing phases of the procedure snappier and less demanding.
This is consequently a decent representation of the possibility to receive a convention of
streamlining TVM exchanges for clients by taking them through a progression of stages by
means of simple to-answer questions.
4.5 Front Screen
4.5.1 First look
The starting screen frequently made an exceptionally negative initial introduction and
exemplified the inclination among clients of being over-burden by data at numerous ensuing
stages in the TVM exchange process. Numerous travelers felt that this volume of data was
extremely off-putting and were regularly uncertain where to begin when gone up against with
this variety of decisions and buttons. Besides, most imagined that there was excessively data on
every one of the functional buttons to effortlessly process (Muhammad et al. 2017). A further
trouble for a few was the phrasing, which although commonplace, was not generally conspicuous
with regards to TVM dialect. For instance, 'Whenever' was not generally known but rather was

14HUMAN FACTORS IN SYSTEMS DESIGN
sufficiently simple to work out however it was not generally evident that 'First' means First Class
since this could be expected to identify with the name of specific clients. There was visit confirm
from the exploration consequently to propose that a portion of the minimum sure clients would
not get past this screen in a genuine circumstance.
4.5.2 Favorite destinations list
The force of these rundowns was regularly felt to vanquish the essential question of
utilizing a TVM (i.e. to make ticket acquiring additional time-effective) as the amount of goals
offered was normally thought to befuddle as opposed to supportive inside basic leadership forms.
This was at times exacerbated by the way that there was no obvious request or rationale in the
way these buttons were masterminded. The prevalence of goals is pertinent just to the machine
and not to clients who expect all buttons for a similar goal to seem together.
Figure 3: Destinations list in Train ticket vending machine
(Source: Eksioglu 2016, pp.810)

15HUMAN FACTORS IN SYSTEMS DESIGN
In the case above, respondents who were searching for a Standard Anytime Single to
London Terminals would have anticipated that this would have been situated with the other
London Terminal alternatives at the highest point of the screen and would have disregarded the
ticket they required in the base left corner.
4.5.3 Visibility
This rose as a reliable subject all through the exploration. Despite the fact that it was
unrealistic to give the immediate correlation appeared in figure beneath because of the idea of
the examination work out, comparative issues with respect to screen visibility and neatness were
raised for every client.
Figure 4: Visibility evaluation of Train ticket vending machine
(Source: Noithong and Ishihara 2015, pp. 579)

16HUMAN FACTORS IN SYSTEMS DESIGN
Two principle issues were distinguished in this regard. Firstly, dim buttons out of a
comparative shaded foundation were by and large felt to be less-easy to use than the lighter
illustrations appeared. This was particularly essential for screens demonstrating expansive
amounts of data. A moment, and less imperative issue for a few respondents, was the
differentiation between the shade of the button and the content contained inside it.
4.5.4 Dominance of Centre Screen
There has been a strong argument to isolate functional buttons from destination decisions
since they have a tendency to be obstructed by TVM clients at present, notwithstanding when
clear shading differentiating is utilized. The basic propensity was to center around the focal
territory of screen just, particularly amid the underlying phase of the exchange when the
accentuation is on expecting to find and select the preferred destination.
Figure 5: Centre Screen of Train ticket vending machine
(Source: Ferreira et al. 2014, pp. 235)

17HUMAN FACTORS IN SYSTEMS DESIGN
The buttons around edge of the screen were in this manner frequently ignored at
beginning of the procedure, which implied that numerous respondents missed basic navigational
signals at start. In this regard, the 'Tickets for Tomorrow' work was generally obscure and not
seen throughout the work and most asserted they would go to the ticket office to purchase such a
ticket. The results of disregarding the buttons at the base of the screen were more imperative as
inability to know how to advance past this screen may make traveler prematurely end as opposed
to continue on at this stage.
4.6 Finding destination
Over the example, reactions to this facility were to a great degree positive since it was
viewed as a basic and instinctive navigational gadget that gives an accommodating alternate way
to find most goals effortlessly.
Figure 6: Destination finder in Train ticket vending machine
(Source: Nakanishi 2016, pp. 160)

18HUMAN FACTORS IN SYSTEMS DESIGN
A further favorable position was that it was constantly evident that this office was
accessible from the beginning, notwithstanding for slightest consistent or certain clients, despite
the fact that it was more unmistakably hailed on some TVMs than others. On this screen (and
wherever else it showed up), the 'One Step Back' button was thought to be to a great degree
helpful, despite the fact that it was regularly neglected because of the propensity to center around
the focal region of the screen, as already portrayed. There was some inclination that the
Destination Finder ought to be first screen in the exchange procedure since it was viewed as the
most coherent begin point, in spite of the fact that there was some protection from this among the
individuals who purchase frequently from the hot list.
Indeed, London stations caused a few troubles for travelers since they ended up being
substantially harder to situate inside the Destination Finder than any of the other excursion
situations (Hennig, Vogjer and Wasserburger 2016). Be that as it may, this is probably going to
be an exceptional issue related with London because of the quantity of station decisions
accessible around there. The principle trouble experienced was that the larger part tended to
think regarding the station name just and were in this manner slanted to enter this instead of
going before it with 'London'. This was particularly valid for those living in or around London
with experience of utilizing various stations every now and again.
5. The findings of the evaluation
TVM’s are often unfit to give clients the data or consolation that they require keeping in
mind the end goal to have certainty to buy tickets through this channel. There is prove from this
examination to demonstrate that even the individuals who claim to have the most elevated
amounts of certainty from past encounters of utilizing TVMs can encounter trouble in acquiring

19HUMAN FACTORS IN SYSTEMS DESIGN
right tickets for new journeys from them. A key issue in this regard is the recurrence of
utilization and scope of tickets that travelers are probably going to purchase from TVMs since
most seem to have a safe place that does not stretch out past a constrained collection of
consistent journeys or ticket types. The individuals who are visit travelers to various goals will
probably be purchasing tickets on the web and gathering them from a TVM.
Subsequently, where obstructions exist they are probably going to identify with
vulnerability emerging from the need to buy tickets for a new journey, particularly when this is
mind boggling or costly. In this circumstance, clients cannot get the consolation they require
from a TVM that would some way or another be accessible through elective channels. Most in
this manner are certain about utilizing a TVM however not in their capacity to recognize and
select the right ticket for a new trip. At the point when clients utilize TVMs to discover the ticket
they require, numerous are hesitant to affirm and buy thusly. The key hindrance to
consummation is that most do not have the information required so as to settle on educated
decisions and choices, basically because of the unpredictability of the passage structure and the
conflicting manner by which it is connected over the nations. Buying a ticket from a TVM
requires a level of recognition with the system that most travelers are probably not going to have.
The fundamental driver of perplexity in this regard identifies with worries about the legitimacy
of ticket types offered because of confinements that apply. There was visit confirm from the
examination to propose that some are slanted pay more (keeping in mind the end goal to be
sheltered as opposed to sorry) or less (seek after the best approach) than the right admission for
their journey.
Notwithstanding these characteristic TVM issues, certain programming and navigational
issues can give extra boundaries to avoid obtaining in a few circumstances. Since there were

20HUMAN FACTORS IN SYSTEMS DESIGN
signs from the examination to propose that traveler vulnerability can be intensified by TVM ease
of use challenges. The key issues featured in this regard is mentioned as below:
 The volume of data introduced on specific screens can be overpowering and hard
to translate
 The exchange excursion can feel complex as opposed to direct because of the
need to process an excessive number of choices inside excessively few phases
 Navigation is not generally as clear and natural as some anticipate that it will be
(contrasted with comparative encounters of obtaining tickets on the web)
 TVM acquiring accept a level of recognition with the admission structure and
limitations that travelers are probably not going to have
 Where given, data is regularly indistinct or deficient to give the consolation
required to be sure that the right ticket is being bought
In conclusion from the overall results of evaluation, it can be at long last prescribed that
considered user interface of Train TVMs ought to be additionally developed in consequent
models and there is a need for thorough assessment using intensive client testing. Besides that if
the design holds up for further investigation, it might eventually disturb the way tickets are
purchased at the station.

21HUMAN FACTORS IN SYSTEMS DESIGN
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