Redesign of the Sydney Ferries Ticket vending Machine
PRANEET SINGH Master of Industrial Design 1999 C-TENTS PROJECT RESEARCH 1 1.Project outline 2 1.1 Introduction 2 1.2 HCI in Australia 3 1.3 Project Rationale 4 1.4 Project Aims 5 2.Research & Design Methodology 6 2.1 Introduction 6 2.2 Design Methodology 7 3.Background Research 12 3.1 Introduction 12 3.2 Analysis of Existing Product 13 3.3 Analysis of Similar Product 23
4.Market Research 32 4.1 Introduction 32 4.2 Market Research 33 5.user Interface 37 5.1 Introduction 37 5.2 Input Devices 39 5.3 Output Devices 45 5.4 Conclusion 50 6.New Technology 51 6.1 Smart Card 51 ?.Ergonomics 53 7.1 Introduction 53 7.2 Cognitive Requirements 54 7.3 Anthropometric Requirements 56 7.4 Case Study 60 8.Standards & Guidelines 61 8.1 Introduction 61 8.2 Guidelines 63 9.Environment of use 64 9.1 Introduction 64 9.2 Circular Quay 65 9.3 Street Furniture 67
DESIGN 70 10. Design Brief 71 10.1 Introduction 71 11. Design 74 11.1 Concept Development 7 4 11.2 Design Development 83 11.3 Screen Design 88 11.4 Final Design 93 11.5 Design Documentation 97 12. Appendices 101 A: Questionnaire 102 B: Survey Results 104 C: Stainless Steel 304 Specifications 107 13. References 111 Table of Figures
Figure 2.1 Research & Design Methodology 8 Figure 3.1 The Sydney Ferries Ticket vending Machine 15 Figure 3.2 The controls and display layout 17 Figure 3.3 Ticket purchasing instructions 19 Figure 3.4 Position of the coin slot area 20 Figure 3.5 The "Ticket & Change" tray 20 Figure 3.6 The State Rail Ticket Vending Machine 24 Figure 3.7 The visual displays of the ticket vending machine 26 Figure 3.8 The "Rail Tickets" sign Figure 3.9 Step 1: Select Destination Figure 3.10 Step 2: Select Ticket and Step 3: Insert Notes/Coins Figure 3.11 Step 4: Take Ticket/Change Figure 7.1 Optimal line of sight 56 Figure 9.1 The Sydney Harbour Bridge and a passenger ship docked in the harbour 65 Figure 9.2 The Sydney Opera House and the East Circular Quay development can be seen in the background 66 Figure 9.3 The location of the existing ticket vending machines at Circular Quay 66 Figure 9.4 Sydney Street Furniture: Kiosk 67 Figure 9.5 Sydney Street Furniture: Telephone Booth 68 Figure 9.6 Sydney Street Furniture: Bus Shelter 68 Figure 9.7 Sydney Street Furniture: City Map 69 Figure 9.8 Sydney Street Furniture: Street Lamp 69 Figure 11.1 Screen 1: "Press Ticket Type" 89 Figure 11 .2 Screen 2: "Insert Coins/Notes" 90 Figure 11 .3 Screen 3: "Take Ticket From Tray" 90 P R O J E C T R E S E A R C H 1. PROJECT IITLINE
1.1 Introduction Over the last twenty years information technology has advanced to such an extent that it has become a part of our everyday lives. Be it the point-of-sale system in a supermarket, the automatic cash dispenser in a bank, the control system in a aircraft cockpit or the word processor in an office - all have become an integral and indispensable part of life. A big problem with this change is that most of us at some time or other have experienced frustration and difficulty when trying to use the technology. Much time and energy- and in some cases lives - have been lost in this struggle. (Preece, 1993)
For this technology to be widely accepted and used effectively it needs to be well designed. That is, the system must be appropriate to the skills of the user, for the environment in which it is being used and for the tasks for which the technology is intended.
Human-computer interaction (or HCI) is a rapidly developing field which considers problems related to the usability of systems. It is generally accepted that HCI is a multi-disciplinary subject. Ideally the designer of an interactive system would have expertise in a range of topics: cognitive psychology, ergonomics, engineering, sociology, computer science and design. Although HCI is recognized as an interdisciplinary subject, in practice people tend to take a strong stance on one side or another. However, it is not possible to design effective interactive systems from one discipline in isolation. Input is needed from all other sides. (Dix, et al. 1993)
2 1.2 HCI in Australia
The importance of human-computer interface design is well accepted in most technology producing countries. Overseas, this is reflected in the growth in public and private sector-funded research and development; in the increasing emphasis placed on training for user interface design; and in the priority given to user interface design in the development, manufacture and sale of products by high technology companies.
This is not the case in Australia. In 1989 the Australian Science and Technology Council (ASTEC) began a study of Australian activity in human-computer interface design. The aim being to investigate the status and potential of user interface research, development and implementation in Australia.
The study (ASTEC, 1990) found that an expanded Australian capability in user interface design is required. Australia is not one of the world's major producers of technology, but Australian practitioners have achieved a number of high technology products distinguished by original - and often ingenious - user interface design. There are promising prospects for further Australian product development, targeting domestic and export markets. Australia is a significant importer of technology, and our dependence on computer-based technologies in all areas of social and economic activity is growing. It is therefore important that we develop the skills to commission and adapt user interface designs to ensure that these meet user needs, preferences and expectations in a way which encourages the best use of technology. (ASTEC, 1990, piii)
3 1.3 Project Rationale
Thousands of commuters travel everyday using the vast network of travel services provided by the State's transport bodies. State Rail, Sydney Ferries and Sydney Buses attempt to satisfy the needs of commuters by providing a punctual and efficient service.
The service component includes the process involved in the purchasing of tickets. In purchasing tickets commuters have a choice of either purchasing their ticket from the ticket booth or from the Ticket Vending Machines.
A large number of commuters are continually purchasing their tickets from ticket booths even with the presence of several Ticket Vending Machines. These machines left unused are not serving their intended purpose. State Transit figures show that around one in four commuters purchase their ticket from a Ticket Vending Machine. (Jay, 1998)
This research project will look at redesigning this user-interface system. The existing machines are over fifteen years old and they are in need of a redesign. With greater technology available today, an opportunity exists to make an advancement on the existing design. This project will explore the ways in which the Ticket Vending Machines can be designed to maximize usability with it's end users and integration with it's environment of use.
4 1.4 Project Aims
The primary aim for this project is to make an improvement on the existing design of the Ticket Vending Machine on the basis of usability, ergonomics, visual appeal and new technology.
This shall be achieved by: 1. Defining the needs and expectations of the users. 2. Gaining an understanding of all aspects of the user-machine interaction. 3. Analyzing the existing Ticket Vending Machine and documenting any shortcomings in its design. 4. Investigating and establishing a thorough set of criteria which shall be used as a basis for the proposed solution. 5. Integrating all aspects of design (ergonomics, materials, technology, aesthetics and marketing) to produce a viable final product.
5 2. RESEARII &IIS• MOlnll.llY
2.1 Introduction The principles of good human-computer interface design are well understood amongst research and industry practitioners alike; the importance of appropriate interface design, the need to involve the user in the design process, and the benefits of a multi-disciplinary team. In practice however, the approach that is taken to the process of human-computer interface development is poor.
A reason for this is the lack of skilled personnel. There are very few practitioners trained in human-computer interface design, or even totally aware of what this entails. Another reason advanced for poor practice is the difficulty experienced by many of the practitioners trained in science fields in understanding an area of which it is often hard to define the parameters.
The need to improving the practice in human-computer interface development is well supported amongst practitioners. Australian industry representatives have expressed great interest in developing methodologies for the process of user interface designs. (ASTEC, 1990, p25)
6 2.2 Design Methodology
"In order to develop any product, two major activities have to be undertaken: the designer must understand the requirements of the product, and must develop the product. Understanding requirements involves looking at similar products, discussing the needs of the people who will use the product, and analyzing any existing systems to discover the problems with current designs. Development may include producing a variety of representations until a suitable artifact is produced. " (Preece et al, 1994, p353)
Traditionally, computer software development has followed a number of stages in essentially a linear fashion. The disadvantage being that user involvement in this process may be very limited.
The design methodology that shall be followed will aim to make the users the focus of the design activity. This shall be achieved by involving the users and taking their needs into account throughout the design process.
A key principle in user-cantered design is to design iteratively with many cycles of 'design - test with users - redesign'. The expectation is not to produce one 'right' solution which is not changed, but instead the aim is to design an evolving system which is tailored to user's needs more with each iteration.
The design methodology for this research project will consist of two distinct phases: Project Research and Design. Project Research is the stage in which "the designer must understand the requirements of the product", and Design is the stage where the designer "must develop the product". (see Figure 2.1)
7 PROJECT RESEARCH PROOI..EM IDENTIFICAu TICJ,J PREI..IMNARYu RESEARCH PROOI..EMu DEFINITICJ,J RESEARCH Staida'ds l'lar1 DESIGN BRIEF DESIGN lrvfll.BvENTu A TICJ,J EVAL.UATICJ,Ju & TESTING FINAL DESIGN 8 Project Research will consist of the following stages: Problem Identification Initial analysis of the opportunity to make an improvement on the current design of the Ticket Vending machine. Preliminary Research This step shall provide knowledge of any existing information that has been published on Ticket Vending Machines. The activities involved include: Literature Review- Search for literature about human-computer interaction. Internet Search - Complete a thorough Internet search for Ticket Vending Machines. Document the various designs available and gain knowledge of the materials and methods of production currently used. The Internet provides access to the global market as well as the local market. Field study - Look at existing Ticket Vending Machines used in similar industries or situations. Problem Definition From the preliminary research the following criteria will be determined: • Exact nature of the product • Deficiencies with existing products • Scope for a new product Research The research into the design of the Ticket Vending Machine shall be conducted in the following categories: Standards All relevant standards regarding Human-Computer Interaction, Input Devices, Displays and Ticket Vending Machines shall be looked at. 9 Market Research A study of the market and its needs will be conducted. The areas that will be looked at are: • Target Market. Determine the size and composition of the market. • User Analysis. Conduct a survey to determine information about users, their preferences and any difficulties that they are experiencing with the existing machine. Ergonomics Ergonomics (or human factors) is traditionally the study of the physical characteristics of the interaction: how the controls are designed, the physical environment in which the interaction takes place, and the layout and physical qualities of the screen. Materials An assessment shall be made of the materials that are currently being used. Why are they being used? What is the scope for new materials? What are the advantages and disadvantages of new materials? Technical Package Source information regarding the user interface. What options are available and which are the most responsive to the needs of the commuters Aesthetics The aesthetics of the redesign will be determined by the analysis of the environment of use. Design Brief Based upon the findings of Project Research a Design Brief will be prepared . The Design Brief will outline precisely and clearly what the requirements of a successful design solution will be. 10 The Design phase will consist of the following stages: Concept Development Varying concepts will be developed, each meeting the criteria set out in the Design Brief. Implementation The concepts shall be developed to a final stage where they can be evaluated. Evaluation & Testing of Design Proposals The design shall be evaluated against the requirements of the Design Brief. The designs will also be tested with users to ensure that the users can provide input into the design process. Final Design The final design solution shall be documented. All the necessary drawings and renderings shall be produced and all the specifications documented. 11 3.BACIGROUNDRESEARCH 3.1 Introduction In any kind of product development where a redesign is concerned it is essential to first gain a thorough understanding of the nature of the existing product. An analysis of the existing product provides information that will then form the starting point of the redesign. In effect, it avoids the designer from reinventing the wheel. It is also helpful for the designer, where possible, to make an analysis of similar products. Looking at similar products may help to identify areas in which other users are experiencing difficulties or perhaps it may identify any innovations that have been made. The Sydney Ferries Ticket Vending Machine and the State Rail Ticket Vending Machine at Circular Quay were made the subject of a field study. In each case, the aim was to determine: • The design features of the ticket vending machines • The cognitive aspects of the designs • The controls and display layout of each design • The procedure required to purchase a ticket 12 3.2 Analysis of Existing Product A field study to Circular Quay was undertaken in order to gain first hand experience at examining users interacting with the Ticket Vending Machines. Introduction Travelling by public transport plays an important role in the lives of thousands of commuters in the state of NSW. Whilst travelling to and from work these commuters have a choice of purchasing their tickets from either the ticket booth or from ticket vending machines. To ensure repeat usage of the ticket vending machines, it is vital that their design addresses all the usability issues to satisfy user requirements. Failure to do so will see commuters purchasing their tickets from ticket booths whilst the ticket vending machines sit idly, unused. A study was undertaken to examine the design and the usability of the Sydney Ferries Ticket Vending Machine. Decisions regarding the usability of the Ticket Vending Machine will depend upon a knowledge of: a) The full range of activities that are performed with the machine b) The controls and displays used in the design c) The number of steps required to purchase a ticket d) Any feedback and/or assistance provided to the users 13 Method of Study The field study was carried out at Circular Quay. The Sydney Ferry Ticket Vending Machines were observed for two three-hour periods. These periods were from 9:00am to 12:00pm and from 2:00pm to 5:00pm on the same day. During these periods the subjects were observed and the results of their interaction with the ticket vending machines were recorded. On several occasions, when the opportunity arose, the subjects were spoken to and questioned about any difficulties that they were experiencing. The ticket vending machines were observed for two three-hour periods to ensure that the large number of users observed were representative of the intended user population. The two different time periods also ensured that the subjects were viewed on both legs of their journey. The subjects that were viewed varied greatly in regards to their age, sex and socioeconomic status.* The subjects also varied in regards to their frequency of use. That is, high frequency users during peak periods (9:00am to 10:30am and 3:30pm to 5:00pm) and low frequency users at other times (10:30am to 12:00pm and 2:00pm to 3:30pm). *NOTE: The profiles of the users are the subjective opinion of the observer. The added advantage of this study was that the observations were made of real users interacting with a real product in a real life situation. The subjects were unaware that they were being observed and thus their behavior was not influenced by any external factors. 14 Results The results of the field study of the Sydney Ferries Ticket Vending Machine are as follows: The Design The design of the ticket vending machine (see Figure 3.1) appears to be very boxy and obtrusive. Its highly geometric form fails to make the design inviting for the users. This is perhaps because the design features a 'window' type opening through which the user has to reach to interact with the controls and displays which are placed upon two planes which are almost perpendicular to each other. Figure 3.1 The Sydney Ferries Ticket Vending Machine 15 The body of the ticket vending machine is in pastel colours (light blue and white). Being light in colour, the body has attracted a large amount of dirt over a period of time. The material used for the body is a high-strength polymer. Whilst being structurally sound, this material has poor aesthetic qualities. It also has a high volume to structural strength ratio. The use of graphics on the machine is quite poor both in terms of content and selection. There is no sign that states what the machine is and what it does. The instructions that are provided are quite poor as well as there are at least four different fonts and their layout does not follow any logical order. Cognitive Aspects The cognitive aspects refer to the way by which users get acquainted with things or, in other words, how we gain knowledge. Regarding this study the cognitive aspects involve the interaction between the users and the ticket machines and how information is transmitted between the two. From the observations made it was found that approximately half of the first time users of the ticket machine stood close by and observed other users using the machine. By watching a successful interaction they gained some knowledge and also confidence from the fact that it does all work. Many of the first time users, however, after watching the machines for a minute or so decided that it was 'safer' to purchase their ticket from a ticket booth. 16 Controls and Display Layout The controls and displays on the ticket machine provide the basis of interaction between the user and the machine. A well-designed interface will ensure that any problems a user may experience are identified and addressed during user testing . The control and display layout of the ticket machine has a total of twenty-two buttons (see Figure 3.2). All of these buttons lie on a separate plane which is parallel to the ground, thus requiring the users to lean forward in order to operate them. Figure 3.2 The controls and display layout The layout of these twenty-two buttons is very spread out. Beginning from the left, there are six buttons under the heading "Ticket Type". In the middle there are fourteen smaller buttons ("Weekly Travelpasses") which are colour coded to assist the users, although the red and the orange appear to be quite similar. Between these two columns there is a single "Pensioner Excursion" button which seems to have been placed in the middle of nowhere. The red "Coin Return & Cancel" button on the extreme right appears to be similarly lost. 17 All of the twenty-two buttons are membrane touch switches, which have no moving parts and are easily sealed for cleaning. The graphics are included on the buttons which minimises confusion. The disadvantage of this type of button, however, is that they have minimal tactile quality and so visual feedback is essential. The ticket vending machine features visual displays which provide the users with prompts when purchasing a ticket. For the visual display to be useful, the designer must establish precisely what information the user requires in his/her task and to display no more or no less than this in a form that is visible, legible and intelligible. The ticket vending machine has three separate visual displays which are aligned horizontally, with a 35mm spacing in between them. The display on the left is a 5 x 7 dot matrix display and it is one line high and forty characters wide. Alongside this are two identical LED displays, which display the "Ticket Price" and the "Money Tendered" in a six digit-wide display. The two displays on the right feature larger characters. This may result in a hierarchy being created in the user's mind which says that this information is more important. This is not the case, however, as the information displayed on each of the three displays is of equal importance. The size of the characters on the dot matrix display was found to be too small by many subjects. This problem was made worse by the fact that the displays were placed at the back of the control panel. With digital displays, users must be allowed a degree of maneuverability. This is not possible, however, with this design as the displays are set a long way back on the panel. This means that the users cannot be in a position where their line of sight is perpendicular to the display. 18 Design Layout The design of the ticket vending machine should make it easy for the users to determine what actions are possible. It should make things visible and it should allow the users to evaluate the current state of the system. And where possible, the design should follow natural mappings between intentions and the required actions. The instructions, the controls and the display show a complete lack of integration with the design of the ticket vending machine. Upon confronting this machine the user is not made aware of its purpose. A sign that read "Ferry Tickets" would give users an indication of its intent. It is perhaps for this reason that a large number of potential users walked away from this machine without even attempting to operate it. The instructions on "How To Buy A Ticket" fail to integrate with the design (see Figure 3.3). It does appear that the instructions, which are housed in a glass frame, were stuck on as an afterthought. The instructions also fail to provide the users with information on which part of the machine each instruction is to be carried out. .. ,.. , ..· -~---~~ ... .Q~ -, - -.a.-, ~ '11"4',~er- ~... ,;.. ,_ HOW TO BUY A TICKET 1. Nf I ncm rr,r !r,,. ...., ... d•1p•..,...) ?. !MlfllCOIIII IO,,,pw11t,...J l . TAil TICl'll Ml) OIIIIGf BOIIIUI Figure 3.3 Ticket purchasing instructions 19 A significant problem with the design layout of this machine was that the coin slot area is quite a distance away from the controls and display panel (see Figure 3.4). This did pose a problem for many users who after being entrenched in the controls and display panel had to step back and look for where the coins would go. --- u1' vvnarves 2 4 Figure 3.4 Position of the coin slot area A positive feature of the design layout is the location of the "Ticket and Change" tray (see Figure 3.5). The tray is located on the same plane as the controls and display and thus the user had no difficulties in retrieving their tickets. Figure 3.5 The "Ticket & Change" tray 20 Purchasing a Ticket The instructions for purchasing a ticket can be found inserted inside a frame on a A4 sheet of paper (see Figure 3.3). Under the heading "How To Buy A Ticker, the three step instructions also include the resulting actions in brackets. When a user approaches the machine the dot matrix display reads, "CONCESSION IS NOT AVAILABLE NOW whilst the two LED displays read ".00". The first step requires the user to "PRESS TICKET TYPE". The user is also informed that the "Fare will be displayed". The instruction asks the user to select one of the six buttons under the heading "TICKET TYPE", yet the user also has the option of selecting a "WEEKLY TRAVELPASS". As the instructions and the controls are on different planes the user has to keep looking up and down in order to successfully follow the instructions. Once the user has selected the "TICKET TYPE", the display then reads "SINGLE INNER HARBOUR 1" and the ticket price is given as "3.00" and the money tendered as "0.00". The display does not prompt the user to insert coins. If the user then refers to the instructions then he/she is asked to "INSERT COINS (Change will be given)". As the user inserts his/her coins, the LED display on the right keeps a running total of all the coins inserted. Once the total money tendered equals the ticket price, then the ticket is issued in the "TICKET & CHANGE" tray. The final instruction asks the user to "TAKE TICKET AND CHANGE FROM TRAY". Although the instructions do appear to be straight forward, approximately half of the subjects observed inserted their coins before selecting the ticket type. This may be due to the fact that the coin slot is at the users eye-level and it may possibly be the first thing seen by the user. This error, however, has been taken into account in the design of the machine. If the user does take Step 2 before Step 1 then the process continues as normal and the user is not made aware of the mistake that he/she has made. 21 An area that many users complained about was that regarding change. Sometimes the machine requires the exact change and this can deter the users from using the machine if they do not have the exact change. Also, the machine does not issue notes as change. This can be frustrating for a user if he/she purchases a $2.00 ticket with a $20.00 note and then receives $18.00 change in coins. 22 3.3 Analysis of Similar Product A similar field study to Circular Quay was undertaken. In this case the product being examined was the State Rail Ticket Vending Machine. Introduction The purpose of analyzing a similar product is to gain a knowledge of how this design problem has been addressed in a similar situation. The State Rail Ticket Vending Machine is an ideal choice to make this comparison with as it serves a similar purpose and a similar target market. An identical study was undertaken to examine the design and the usability of the State Rail Ticket Vending Machine. Once again decisions regarding the usability of the Ticket Vending Machine will depend upon a knowledge of: a) The full range of activities that are performed with the machine b) The controls and displays used in the design c) The number of steps required to purchase a ticket d) Any feedback and/or assistance provided to the users Method of Study The field study was carried out at Circular Quay Railway Station. The State Rail Ticket Vending Machines were observed for two three-hour periods. These periods were from 9:00am to 12:00pm and from 2:00pm to 5:00pm on the same day. This study was carried out in an identical manner to the previous one. 23 Results The results of the field study of the State Rail Ticket Vending Machine are as follows: The Design The design of this ticket vending machine (see Figure 3.6) is quite modern in regards to its colour, choice of materials and graphical layout. The choice of colours (blue and orange) is consistent with the CityRail logo and they are also used consistently throughout the design. The materials used are steel and stainless steel. These materials have been chosen due to their structural and aesthetic properties. They provide strength in a high-usage and heavy traffic area whilst also offering protection from possible vandals. The graphics on the design are clear and consistent. They follow a logical layout and they integrate well with the design. ' rcun 11ckets also available at Booking Office opposite No.5 Jetty. Figure 3.6 The State Rail Ticket Vending Machine The form of this ticket vending machine is very geometric and obtrusive as well yet it still remains inviting to its users. This is perhaps due to the fact that all the controls and displays are presented logically on the one plane and thus any potential users are made aware of the machines capabilities without the need of a second look. 24 Cognitive Aspects As with the previous study, approximately half of the first time users of the ticket machine stood close by and observed other users using the machine. By watching a successful interaction they gained some knowledge and also confidence from the fact that it does all work. Controls and Display Layout The control and display layout of this machine is very busy as it contains a total of 345 pushbuttons. Of the 345 pushbuttons, 330 are each linked to a particular station. These stations are listed alphabetically in the categories of Sydney Suburban System (180 stations), Central Coast and Newcastle (60 stations), Blue Mountains (30 stations), and the South Coast and Southern Highlands (60 stations). It would be logical to assume that on average, a commuter would use only a few of the 330 pushbuttons on a regular basis. Therefore, once they have become familiar with the locations of the buttons that they use most often they will then learn to ignore the remaining hundreds of buttons. The choice of using pushbuttons as the control device is appropriate in this situation because in a noisy environment, the pushbuttons provide tactile feedback with their positive snap-action. The stainless steel finish on the pushbuttons allows for a neat and logical layout as well as ensuring that the wear on the buttons is kept to a minimum. The size of the buttons is a good compromise between providing a good fit and ensuring that all 345 buttons can be arranged logically. The ticket vending machine has two visual displays which are approximately 80mm apart, vertically (see Figure 3.7). The top display is one line high and twenty characters wide. The bottom display is four lines high and twenty characters wide, yet it is slightly more compressed than the display above it. 25 Figure 3.7 The visual displays of the ticket vending machine The purpose, it seems, for having two visual displays is to provide some sort of hierarchy of information for the user and to possibly reduce the clutter of information that is on display at once. In this case, the top display features a permanent message whilst the bottom display changes on several occasions. The disadvantage of this layout is that the user may totally depend on the bottom display and ignore the instructions on the top display. Both the displays feature 5 x 7 dot matrix characters. This is an acceptable height for the characters in this case because they are all either capitals or numerals. The observations found that the visibility of these displays depended greatly upon the position of the ticket vending machine and the amount of glare that it was receiving. Thus, at certain times during the day, the glare from the sun made the visibility of the display quite poor. 26 Design Layout In the Western world, the "natural" approach to receiving any new stimuli is to begin from the top left corner and then to run horizontally across to the right and towards the bottom. The design of this ticket machine has taken advantage of this approach by providing a large sign in the top left corner, which clearly defines the purpose of the machine. The sign ("Rail Tickets") is also accompanied by a symbol representing two tickets, which further aids in visualising its purpose. (see Figure 3.8) Figure 3.8 The "Rail Tickets" sign The next line reads, "Tickets ALL STATIONS". This line further emphasizes the purpose of the machine as well as specifying that tickets to ALL STATIONS can be purchased here. One of the clever aspects of this design is the way in which the instructions have been integrated with the controls and displays. The instruction, "1. Select Destinations" has been logically placed above the controls for the 330 destinations.(see Figure 3.9) Moving to the right, the user is then asked to "2. Select Ticket", underneath which are three blocks of buttons to make a choice from. At the right of the machine, on the orange background, the instruction says "3. Insert Coins/Notes", underneath which is a slot for inserting notes and a separate slot for coins. 27 Figure 3.9 Step 1: Select Destination A problem, however, was observed with this design in regards to Step 3. The background on this design is quite clearly divided into two parts. Approximately four-fifths on the left is blue whilst the remaining one-fifth on the right is orange. And whilst the instructions for Step 3 are on the orange background, the slot for the coins are almost directly under Step 2. Figure 3.10 Step 2: Select Ticket and Step3: Insert Coins/Notes 28 The observations noted that once the users completed Step 2 they instinctively felt that they had reached the end and then moved down to the coin slot without acknowledging Step 3. For those users that did get up to Step 3, there was yet another problem. After completing Step 3 the users stood there waiting for something to happen, unaware of Step 4 which had been placed too far down. The users were driven to retrieving their tickets from the tray by the auditory feedback rather than by reading "4. Take Ticket/Change". (see Figure 3.11) Figure 3.11 Step 4:Take Ticket/Change 29 Purchasing a Ticket Although the design of this machine has attempted to integrate the instructions with the design of the controls and displays there are still areas in which users experience problems whilst purchasing tickets. When a user approaches the machine the top display alternates between "NO CONCESSIONS" and "OPEN" whilst the bottom display remains blank. The top display carries these instructions throughout the entire process. The user must then select his/her destination. There are 330 destinations to select from. The destinations are grouped into four sections based upon the regional area that they fall under. In each section the destinations are listed alphabetically down each column. The first destination with a new letter is in a larger font to assist in searching. Neighboring sections are also in different colours to avoid confusion. The layout of the 330 destinations is very logical and the above-mentioned techniques have been adopted to assist users. This was an area in which the study found that the users had little difficulty. This may also be due to the fact that frequent users have memorized the location of the destinations that they use most. When a destination is selected, the bottom display lists the name of the station and it prompts the user to select the ticket. E.g . Kingsgrove Select Ticket The options for "Select Ticket" can be chosen from three groups of buttons. The problem with this step is whilst the user can make two selections from this section the display does not prompt for the second selection. For example, a user can select "Single" and then "Student/Apprentice", yet after making the first selection the user will be prompted to pay the required amount. 30 After the user selects the ticket type the coin slot opens and feedback is received via an auditory click. The display shows the cost of the ticket and as the coins are entered, their amount is subtracted from the display. Once the total amount has been paid the display prompts the user to "TAKE TICKEr. Although the user is not told where to retrieve the ticket from, when the ticket is printed and dispatched there is an auditory feedback as well as a light in the retrieval tray. The provision of change is also a problem with this machine. As this machine does not provide coins as change, the users found it inconvenient to receive a large amount of coins. 31 4. MARIEi RESEARCH 4.1 Introduction The task of marketing research is to help specify and supply accurate information about the market. In essence, it provides the designer with information to reduce any uncertainty in decision making. Traditionally, this task has been left to the market researchers. They would specify what information is required, design the method for collecting the information, manage and implement the collection of data, analyze the results and communicate their implications. 32 4.2 Market Research Aim Market research has been conducted in order to gain information regarding the following areas: • Demographics of the target market • Attitudes of users towards the design of the existing product • Any difficulties experienced in the use of the existing product Method Primary data was obtained through conducting a user survey. The type of survey conducted was a questionnaire (see Appendix 8). A questionnaire was chosen because it provided a quick, inexpensive, efficient and accurate means of testing information about the target market. To obtain a high response rate the questionnaire was kept short and simple. The questions were fixed alternative questions which gave the respondents specific limited responses and asked them to choose the one closest to his or her viewpoint. A pilot test of the questionnaire was carried out to detect any ambiguity in the questions and to iron out any fundamental problems with the instructions. Six respondents were used to conduct the pilot test and their suggestions were addressed in the design of the final questionnaire. The survey was conducted using fifty subjects. A non-probability sampling technique was chosen to ensure that all the respondents had used the ticket vending machine being questioned. The type of non-probability sampling chosen was convenience sampling . This is a sampling procedure which uses subjects that are most conveniently available. 33 Results From the results of the survey we can determine the attitudes of the users towards the existing ticket vending machine and its integration with the Circular Quay area. We can also gain an insight into any difficulties experienced whilst purchasing a ticket. (For full survey results, see Appendix B) 1. How often do you purchase a ticket from the TVM ? The results showed that 64% of the respondents used the TVM once a month or less than once a month. This figure indicates that regular ferry users do not purchase their tickets from the TVM. 2. I purchase my tickets from the TVM because. Only 18% of the respondents purchased their tickets from the TVM because the thought that it was either easier or quicker to use. Surprisingly, 44% of the respondents were unaware that there was a ticket booth. This is perhaps due to the layout of the area with the TVM's being placed before the ticket booths. 3. I find the TVM's inviting to use. 72% of the respondents disagreed or strongly disagreed with this statement. The aesthetic appeal of the TVM is poor and it fails to attract users. 4. I find that the design of the TVM integrates well with the Circular Quay area. Only 16% of the respondents agreed with this statement. This figure clearly indicates that the existing TVM design fails to integrate with the Circular Quay area. 5. I find that the ticket purchasing instructions are clear to follow. The results of this question were quite evenly distributed with 18% of the respondents agreeing or strongly agreeing and 14% disagreeing or strongly disagreeing. 34 6. I find that the ticket purchasing instructions are legible to read. This was an area in which the respondents did not have too many difficulties. Only 16% of the respondents disagreed or strongly disagreed with this statement. 7. The steps required to purchase a ticket are logical and easy to follow. As with the previous question, this was also an area in which the respondents did not have too many difficulties. Only 16% of the respondents disagreed or strongly disagreed with this statement. 8. The display screen is clear and legible. Only 14% of the respondents agreed or strongly agreed with this statement thus indicating that they had difficulties in reading the prompts provided on the display screen. 9. The feedback provided was clear and helpful. Again, only 14% of the respondents agreed or strongly agreed with this statement. The lack of feedback provided by this machine was found to be the area in which the respondents experienced the most difficulties whilst purchasing a ticket. 10. The coin-slot is appropriately located. Only 14% of the respondents found the coin-slot to be appropriately located. The coin-slot is quite a distance away from the controls and display panel and thus many users had difficulties in locating it. 11. Gender Of the fifty subjects surveyed, twenty-two were male and twenty-eight were female. 12. Age Sixty-six per cent of the respondents surveyed were thirty-four and under and only sixteen per cent were forty-five and above. These figures indicate that the elderly population are less likely to use the TVM. This is perhaps due to the fact that they are not accustomed to technology in their everyday lives. 35 conclusion The results of the survey gave an indication of the areas in which the users were having the greatest difficulties with the existing design. The addressing of these issues will be the key areas of improvement that will need to be made with the redesign. In particular, the redesign will need to focus on: • Making the TVM inviting to use. The form of the ticket vending machine must not intimidate the users, especially first time users. • Integration with the Circular Quay area. The Circular Quay area is an important landmark to the people of Sydney. The design of the TVM must ensure that it integrates with the surroundings of the area. • Provide a clear and legible display screen. The display screen must only contain the necessary information in a clear and legible form. • Importance of feedback. The users must receive feedback after each action to inform them whether or not they have made the correct choice as well as what the next step should be. • Logical layout of controls and displays. The controls, displays and the coin-slot should all be conveniently located in areas which follow logical natural mappings. The users should not have to step back and look for controls. 36 5.USERINTERFACE 5.1 Introduction Over the last decade we have witnessed an incredible growth in computer technology and its applications. Gone are the days of computer phobia. Today, more and more people are familiar with technology and there has been an increase in the willingness to accept its applications into our everyday lives. The user interface of a system is the medium through which a user communicates with the system. The form of this system has a strong influence on how a user views and understands the functionality of a system. Designing a user interface requires knowledge about: • Who will use the system • What it will be used for • The context and environment in which it will be used • What is technically and logically feasible Designers need knowledge of the physiological and psychological capabilities of users in order to design an appropriate system. It is also important to realise that the users are not a homogeneous group of people. They differ from each other physically, socio-culturally and in their experience and knowledge of the task they want to do and of interface systems. The characteristics of tasks that need to be considered include: • What kind of skills and knowledge are required to perform the task • Whether the task will be carried out regularly, infrequently or only once • Whether the user will do the task alone or with others • To what extent the task varies from one occasion to the next 37 As well as deciding what would be ideal from the point of view of users, their tasks and their environment, designers have to work within technical and logistic constraints. Technical constraints include memory size and availability of compatible input and output devices. Logistic constraints relate to factors such as costs. In designing a user interface there is a wide range of options to consider. These options cover all aspects of an interface from the method of input used, the style of the output and screen displays, to the overall "look and feel" of the interaction. (Preece, 1993) 38 5.2 Input Devices An input device - mouse, joystick, keypad, pushbutton, trackball, touch screen - is used by a person to put information into a system. Input devices can be used optimally, if they operate as expected, if they are dimensioned to fit the human body and if their operating characteristics are within the strengths and precision capabilities of human beings. Mouse Besides the keyboards, the mouse is probably the most used input device. There have been significant improvements in the design of the mouse since its introduction. Today, greater ergonomic considerations have resulted in a user-friendlier mouse. Adapting its form to the human hand, the mouse utilises greater contouring and more comfortable button positioning. The primary advantage of a mouse is that it is easy to use. Proponents of the mouse say that with a little practice, a person can use a mouse to point locations on the screen just as easily as using a finger. There are two major disadvantages of the mouse. The first is that it requires empty desk space where it can be moved about. The second disadvantage is that the user must remove a hand from the keyboard and place it on the mouse whenever the cursor is to be moved. This may reduce the speed of data entry considerably. Joystick Joysticks first became popular with the advent of video games. Due to the nature of video games joysticks are designed to be very sturdy and accurate to control. As with the mouse, the form of the joystick has also been designed to "mould" to the human hand. Unlike the mouse, the joystick can be integrated with the console and thus eliminating the need for a cord . The joystick is also advantageous if feedback is required via resistance or displacement. 39 There are several disadvantages of employing a joystick, however. Firstly, pointing and selection is not as precise as other input devices. Secondly, any openings on the device may be susceptible to dirt and moisture. Keypad In our daily lives we all come in contact with a keypad of some sort. Either through the use of a keyboard, telephone or calculator we have become familiar with this type of input device. In adapting a keypad, however, there are many ergonomic issues to consider. The size of the keys should allow for ease in manipulation. The arrangement of the keys must be logical and follow some sort of hierarchy. The force required to operate the keys should not be excessive and the operation of the keys should provide some feedback, either tactile or auditory. The major advantage of the keyboard is familiarity. Through our daily lives we have become familiar with this input device thus resulting in greater acceptance and also a reduction in training. Also, membrane keypads provide protection from dirt and moisture and they are easier to clean. One major drawback of using a keypad is lack of speed when entering large amounts of data. Training is required to enter high volume data efficiently. Push button The pushbutton is a small-scale version of a keypad. All of the above ergonomic considerations of the keypad apply to the pushbutton as well. Also, the pushbutton should have a positive snap-action, which gives tactile feedback and preferably, an auditory click. An associated indicator or an internal light will similarly enhance feedback. 40 Capacitance and membrane touch switches are pushbuttons which have no moving parts and are easily sealed for cleaning, etc. They have minimal tactile quality and so visual feedback is essential. Pushbuttons can be designed to suit a particular interface. The size and shape of the keys can be arranged to form a hierarchy of operations. Backlighting can be incorporated to aid in recognition as well as providing feedback. Feedback can either be auditory or tactile. This type of input device is restricted to interfaces with only a few functions in order to maintain simplicity. Over a long period of time, high use keys may wear out as well. (See 7.3 Re: Ergonomics of pushbuttons) Trackball The advantage of using a trackball is that it can come in many sizes. Today, laptop computers are increasingly using the scaled down version of the trackball while video games (in arcades) have been using the larger trackballs for a number of years. To move the cursor with a trackball, all you have to do is rotate the ball in the desired direction. With a mouse, you have to move the entire device. To accommodate movement with both the fingers and palms of a hand, the ball on the top of a trackball is larger than the ball on the bottom of a mouse. The main advantage of a trackball over a mouse is that it does not require the clear desk space. The trackball is suited to jobs requiring fast and accurate pointing. As with the joystick, the trackball is also susceptible to dirt and moisture entering around openings. This will affect the performance of the trackball and it may lead to eventual failure. 41 Touch screens Touch screens allow users to touch areas of the screen to enter data. They let the user interact with the VDU by the touch of a finger rather than typing on a keyboard or moving a mouse. The user enters data by touching words, numbers or locations identified on the screen. Touch screens require special software that determines where the user touched the screen and what action should be taken. Touch screens are not used to enter large amounts of data. They are used, however, for applications where the user must issue a command to the software to perform a particular task or must choose from a list of options to be performed. The symbols or characters on a touch screen must be clearly understood by the users. This can be achieved by using symbols that are relevant and familiar. These symbols must also follow a consistent format. The size of the symbols or characters must be large enough to be legible yet they must not clutter the screen and cause confusion. The response given when the screen is touched must be prompt and also consistent regarding the time taken and the force required to make the choice. Failure to respond consistentiy will cause the user to become frustrated. The hierarchy of the responses must also be logical and responsive to the user's needs. Reaching a "dead end" or failure to retrieve the necessary information will again frustrate the user. There are both advantages and disadvantages to touch screens. A significant advantage is that they are very natural to use; that is, people are used to pointing at things. With the touch screens, users can point to indicate the processing they want performed by the computer. In addition, touch screens are usually easy for the user to learn. 42 The speed of touch screens is also considerably faster than any other input device. As quickly as pointing a finger, the user's request is processed. Touch screens are also sealed against dirt and moisture - an important criteria for the proposed environment. The sealed flat surface also makes cleaning easier. There are some disadvantages to touch screens. First, the resolution of the touching area is not precise. Thus, while a user can point to a fairly larger area on the touch screen and the electronics can determine the location of the touch, it is difficult to point to a single character in a word processing application. A second disadvantage is that fatigue can set into the user's arms after prolonged use. Several pointing devices exist that enable a screen to become the input as well as the output device for a computer system. Some screens sense the touch of a human finger; others require a special pen or stylus to activate a command displayed on the screen. The five types of touch screens available are: l . lnfrared screens or LED Array screens surround the screen with LED's and photodetector cells, producing a grid. A touch breaks some of the vertical and horizontal beams, and the computer calculates the position of the touch. 2. Pressure-sensitive screens use two sheets of slightly separated Mylar embedded with rows of wires running horizontally on one sheet and vertically on the other. When pressure is applied to the screen, the two sheets touch at the pressure point, closing the circuit for the crossing wires and enabling calculation of the screen position. 3. Capacitive screens sense a change in electrical field at the point where the screen is touched by the finger or stylus. 4. Resistive screens have a panel of glass approximately 3mm thick which matches the curvature and dimensions of the CRT. The touch screen acts as an overlay to the CRT so that it is almost invisible to the user. An x-y coordinate is determined by the controlling software when the user applies pressure to a point on the screen 43 s. Surface Acoustic Wave (SAW) screens operate on the principle of sending mechanical waves across the surface of the glass. Once the finger applies pressure to a point the computer calculates the x-y coordinates of the point where the waves are absorbed. Touch screens are very popular for applications where people are standing and/or require only brief interactions with the computer system. For example, touch screens are commonly used in videotex systems at shopping mall directories to aid prospective buyers in quickly locating specific products or types of stores. 44 5.3 output Devices Output devices are devices which convert information coming from within a computer system into some form perceptible by a human. Output devices can be non-visual (e.g. auditory) as well as visual. Due to the high noise levels at the proposed venues, only visual output shall be considered. Visual display of text or data is the most common form of output. Three important aspects relating to a user's needs in terms of visual displays are: physical aspects of perception (e.g. brightness, colour combinations, etc ... .) ; the way the information is displayed (e.g. size of the text, icon design) and the way the information is used. visual Displays The visual display screen provides the visual link between the operator and the computer/ interface. The effectiveness of this link depends upon the legibility and readability of the information displayed on the screen. The format and content of information displayed on the screen is very important in determining the success of a user's interaction with a system. The following guidelines for optimizing screen displays are based on Tullis (1988). Amount of information presented. A golden rule is to minimize the total amount of information by presenting only what is necessary to the user. Grouping of information. Grouping similar items in a display together improves readability and can highlight relationships between different groups of data. Highlighting of information. At various stages of a task it is important to draw the user's attention to a specific piece of information. 45 Standardization of screen displays. It is important to lay out screens that will enable the users to know where to find a given piece of information. This is best achieved through using a consistent format for all the screens in an application. Presentation of text. There are various guidelines concerned with text: • Conventional upper and lower case text can be read about 13% more quickly than text that is all upper case. • Upper case characters are most effective for items that need to attract attention • Right-justified text, where the words have variable spacing, is more difficult to read than evenly spaced text with a ragged right margin. • Optimal spacing between lines is equal to or slightly greater than the height of the characters themselves. 46 Displays Displays are the primary output medium through which users interact with a computing system or interface. Categorizing display devices is difficult because there are so many variations, and continuing technical announcements bring even further variations. Thus any set of categories is not all-inclusive. The displays which are to be considered shall be evaluated in the following order: 1. Cathode Ray Tubes (CRT) 2. Light Emitting Diodes (LED) 3. Vacuum Fluorescent 4. Flat-Panel Displays • Liquid Crystal Display (LCD) • Gas Plasma Display • Electroluminescent Display Cathode Ray Tubes Most screens used with personal computers and terminals use cathode ray tube (CRT) technology. It is due to this large number of CRT screens in use today that their cost can be kept to a minimum. The screen on a CRT display can come in a variety of sizes but the curved surface of the screen means that it is only effective in applications where a large screen is required. The CRT screen also has considerable depth (compared to the width of the screen) in order to house the electron gun, the yoke, and the electron beam. This increase in depth adds considerable bulk and weight to the screen and thus limits the use of a CRT display in areas where size is a factor. Images produced on a CRT display do offer a number of advantages. These include flexibility of display, high number of colours, high resolution, adjustable contrast and good luminance. 47 Light Emitting Diodes Light Emitting Diodes (LED's) are semiconductor devices that produce light when current is applied. They are low voltage diodes which usually are red in colour, but can be green or yellow, depending on the material used. They are available as single pels, seven segment numerics, 5 X 7 character matrices, or occasionally in larger matrices. In the context of computer displays, LED's are of little interest because they provide limited content owing to the high power required. Vacuum Fluorescent This device is an array of low voltage cathode ray tubes fabricated in panel dimensions. In seven segment form, it is multiplexed via segment and character blocks by application of voltage to the grid and anode. In 5 X 7 dot matrix form, a similar technique is used. The largest size currently available is 480 5 X 7 characters. The display is refreshed, bright, and can be highly multiplexed. Because it requires a complex internal structure, it is not likely to become a high resolution, high content, computer display. Flat-Panel Displays For years, futurists have been telling us about the flat-panel TV screens that hang on the wall like a picture. That technology, now marketed by Sharp Corporation in Japan as the Liquid Crystal Museum, offers 960- by 456- pixel resolution to produce a clear high-contrast colour TV image. Liquid Crystal Display One form of flat panel is the liquid crystal display (LCD) - a liquid filled display surface that, when electrically charged, creates images using ambient light. Because LCD's have very low power consumption in comparison with video displays, they are now the most cost-effective displays for portable battery-powered computers. The historical drawback to LCD's has been their lack of clarity. Because early LCD's produced no light of their own but instead relied on reflected light for viewing, they had a very natural row range of viewing angles and could not be seen clearly if you did not look at them straight on. To compensate for their deficiency, manufacturers are dealing with the problem in several ways. The first is to backlight the LCD by adding lights that shine through the LCD screen from behind, thus 48 providing a clearer image. The second is to build LCD's with supertwist crystals, which reflect or twist the light to provide much higher contrast (e.g., darker characters against a lighter background). Higher contrast also makes possible a wider viewing angle when looking at the display. By adding colour filter overlays to the LCD, multicolored display is possible. The third is to place a transistor at each pixel location on the display. This technique, known as active-matrix technology, produces a high-contrast display at the cost of consuming power. Gas Plasma Display The most mature but least portable flat-panel technology is the gas plasma display. In this device a gas, usually a mixture of neon and argon, is trapped between flat glass plates. A grid of electrodes permits the turning on and off of pixels. The IBM PS/2 Model P70 and the Toshiba 5100-portable computers require AC power-use a gas plasma display screen. Electroluminescent Display The flat-panel technology that many experts predict will come closest to the capabilities of CRT display is the electroluminescent display (ELD) - a device that produces light through the application of electric current on a sensitive surface. Like the LCD's ELD panels for computer displays consume far less power and weigh less than CRTs. ELD panels are still quite expensive, however, and are used primarily by the military for portable terminals and computers in the field. 49 5.4 Conclusion The design of the user interface will prove to be very challenging. For the user interface to be successful it will need to include the following features: 1. Meaningful responses to the user- In a well-designed system, the user receives a response for every action he or she takes. Without a response, the user does not know if the computer has accepted the input. 2. Good screen design - The design of the messages and pictures that appear on the screen can have a significant impact on the usability of the system. The most important rule is to keep the screen uncluttered and simple. Each message and each action that a user must take should be clear and easily understood. All messages, menus, and prompts within a system should follow a consistent format. This reduces the time needed for users to learn how to use a system and increases ease of use for experienced users. 3. Simple user responses- In general, the simpler the response required from the user, the better the user interface. If the user does not have to enter a large number of characters, data entry will be faster and fewer errors will occur. 4. Error recovery procedures - Errors are inevitable, thus users should be able to easily recover from them. Whenever the user makes an error, three user interface activities should take place: (1) the user should be alerted that an error has been made; (2) the error should be identified as specifically as possible; and (3) the user should be told how to recover from the error. These features are to be kept in mind when designing and developing a user interface. A good user interface must be appropriate for the people who are going to use it. 50 8. NEW TECHNOLOGY 6.1 smartcard Smart cards have been introduced in numerous domains. The best known applications are banking cards and telephone cards, but new smart card applications are being introduced every day in the areas of road taxation, health care, access control, payment for services and identification. Smart cards use many technologies. The non-smart bankcards currently used in most countries store the required information on a magnetic stripe located on the reverse side of the plastic card. This non-smart "dumb" card is not considered secure enough for the majority of the applications. To increase the protection of the data stored on the card, a silicon chip must be embedded on the card to make it "smart" and to provide some local "intelligence". Two major types of chips are currently in use on smart cards: memory chips with hardwired security features and a number of non- volatile memory cells and micro controller chips with a small set of special features (hardware and software) required for smart card applications. The memory card is used for simple applications such as the telephone card: the chip has 60 or 120 memory cells, one for each telephone unit. A memory cell is cleared each time a telephone unit is used. Once all the memory units are used, the card becomes useless and is thrown away. The hardwired security provides enough protection for relatively low- value applications such as telephone cards. Microprocessor cards, e.g. state-of -the- art high technology bank cards, contain a microprocessor chip, that controls access to the information stored in the card. The microprocessor checks the cardholders PIN code before enabling the access to the services provided by the card. The chip has physical security sensors and uses cryptographic algorithms to protect the stored and 51 transmitted information against fraudulent access. The microprocessor card increases protection against fraud, as compared to the magnetic stripe cards. Applications supported by smart card benefit consumers in a number of ways where their lifestyles intersect with information and payment-related processing technologies. Some of these benefits include: • Multiple Applications - Customers may only need to carry one card which has a number of applications (loyalty card, charge card, debit card, electronic purse) and the potential for an even broader use - health cards, phone cards transit and passport. • Security- Smart cards function with a private PIN number for the customers' security. There is also the convenience and security of not having to carry cash. • Flexibility- Without re-issuing a new card, the smart card can easily be loaded with new applications to extend loyalty options for customers. • Convenience - The smart card allows consumers to manage and control expenditures more effectively. There is also reduced paperwork and the elimination of the need to complete redundant, time-consuming forms. 52 7.ER•• ICS 7.1 Introduction All designers have a responsibility to acknowledge the people that they are designing for. Designers must cater for the physiological differences in those who are to buy and use their products, but if designers are also sensitive to the psychological and sociological factors than the design may be much more successful. With the redesign of the ticket vending machine there are many ergonomic issues to consider. These issues range from the selection of the controls and displays of the user interface to the cognitive aspects of using the system. The careful consideration and addressing of these issues will ensure that the final design successfully integrates the needs of the end users as well as with its environment of use. 53 7.2 Cognitive Requirements When designing a computer system it is important to consider the needs of the user. The needs of the user are best considered by applying psychology (our understanding of the way people act and react in their environment) to the design problem. Human-computer interaction is essentially cognitive. That is, it involves the processing of information in the mind. Applying cognitive psychology to the design ensures a match between the information processing activity of the system and the capabilities of the user's mental processes. The key areas of cognitive psychology which underlie the way people interact with systems are perception, attention, memory and learning. The information displayed in a computer system can be presented in a number of ways: as text, graphics, animation, video or combinations of these. When designing screen displays it is important to ensure that the information is legible, distinguishable, comprehensible, uncluttered and meaningfully structured. In order to decode the influx of information that our senses are exposed to our cognitive processes limit the amount to which we can attend at any one time. Techniques available to alert and direct the users' attention to the relevant information include: • The presentation of information in a logical and meaningful structure • The use of visual markers and auditory cues to get the users' attention • The partitioning of a screen to create a hierarchy of the information presented Guidelines derived from cognitive psychology suggest various ways in which interfaces can be designed to make minimal demands on our memory. These include: • Using only names and icons that are meaningful and easily distinguishable from each other in a set • Using names and icons that reflect the structure of and the relationships between the various entities in the set 54 Memory research findings have also found that we can recognize material from a display far more easily than we can recall it when we are not looking at the display. The way in which the users learn to use the system is also an area which the designer must address. With a product such as a ticket vending machine, the user can learn to use the system by either interacting with it or by watching others using the system. The implication being that an instruction manual is not required and thus the complete learning process takes place via direct interaction with the system. (Preece, chpt.2, 1993) 55 7.3 Anthropometric Requirements Human diversity must be allowed for in the design of products and systems. While situations exist where workstations can be designed specifically for an individual user, a compromise on dimensions is required where the equipment is going to be used by a wide range of users. Anthropometric guides recommend the following guidelines relating to the design of the ticket vending machine: vision and the posture of the head and neck Pheasant (1992) concludes that the preferred zone for the location of visual displays extends from the horizontal line of sight downwards to an angle of 30° and that the optimal line of sight is somewhere in the middle of this zone.(see Figure 7.1) PI n .,.,urn comro ~.11.l111 -.1tiiwin!i d•~1ilnC~! SOO rr,, Figure 7. 1 Optimal line of sight Given that some modest degree of neck flexion is acceptable th is could be extended a further 15°. Visual comfort and satisfactory posture is also dependent upon displays being located a suitable distance from the eyes. For most practical purposes, 350mm is suggested as an absolute minimum with 500mm being safer and as much as 700mm may be desirable. 56 Eye Height The eye height is the vertical distance from the floor to the inner canthus (comer) of the eye. This dimension provides a reference datum for the location of visual displays. Pheasant (1992) recommends an eye height of 1745mm for the 95%ile man and 1405mm for the 5%ile woman. With the shoe corrections these figures are 1770mm for men and 1450mm for women. visual Displays In the design of visual displays it is vital to establish precisely what information the user requires in his/her task and to display no more or no less than this in a form which is visible, legible and intelligible. Principles of Panel Layout Pheasant (1992) suggests the following principles in the design of consoles that feature displays and controls: a) The most important items should be in the most advantageous locations b) The most frequently used items should be in the most advantageous locations c) Items concerned with similar functions should be grouped together d) Items commonly operated in sequence should be grouped together 57 Hand Dynamics The manipulation of the input device should not present any ergonomic problems to the users. A successful interface will cater for a wide range of users and thus hand sizes. Cushman and Rosenberg recommended the following characteristics for Push button keys: Size and shape: Square 13 mm x 13 mm with rounded comers is recommended for alphanumeric keyboards. Smaller key sizes may cause a performance decrement for high volume keying tasks Rectangular Length should be no less than 6.5mm. However, a 13mm minimum length is preferred. Round Minimum recommended diameter is 13mm Spacing: Alphanumeric A center-to-center distance of 19 mm is recommended for 13 mm x 13 mm square keys with rounded comers [ The edge-to-edge distance is 6.5 mm] Numeric keypads Same recommendation as for alphanumeric keyboards. Other Applications A minimum edge-to-edge spacing if6.5 mm is recommended for typical applications. If key size is at least 19 mm x 19 mm, a reduction in minimum spacing may be feasible. When space constraints are extremely severe, a spacing of as litHe as 3.3 mm may be considered if key length is at least 6.5 mm. However, the keyboard will be difficult to use. 58 Operating Force: 0.25N to 1.5 N (1 oz to 5oz). However, variability among keys on same keyboard should be kept to a minimum. Displacement: 0.8mm to 6.5 mm is acceptable. However, a maximum displacement not exceeding 4.8 mm is preferred. Feedback: Good tactile feedback is preferred for high volume keying applications. Auditory and/ or visual feedback as well as tactile feedback is helpful during training. Key Finish: Key tops should have a matt finish to prevent glare from obstructing key labels. Ergonomic considerations must also be made regarding touch screen design will minimize spillage (caused when touch-sensitive areas are too close) and ensure that there is an adequate area to touch for each function. Martin (1988) recommends a touch sensitive area of 13 mm x 13 mm and a spacing between areas of 6mm for best performance. 59 7.4 case Study Adams and Hall (1992) undertook a study of the design of the visual displays in ticket vending machines. The principles derived from this study are as follows: 1. The steps in the task must be clear to a user simply by looking at the TVM. 2. Instructions must be immediately adjacent to the steps to which they apply. 3. Memory load should be reduced by ensuring that each logically separate decision requires a separate action and that feedback is constantly available to indicate that the action has been registered. 4. When operational steps are logically unrelated it should be possible to perform them in any order. 5. The cost of a trip should be easily ascertained, preferably without the need to operate the TVM. 6. The cognitive needs of the target users should be accommodated. If necessary, these should be ascertained experimentally. 60 8. STANDARDS &GUIIIUNES 8.1 Introduction Human-computer interfaces are increasingly becoming regulated by standards. ISO (International Standards Organisation), which develops standards in association with national organizations such as BSI (UK), ANSI (USA) and AS (Australia), are in the process of developing a number of standards for human-computer interface design under ISO 9241. Some parts of this standard are already official international standards (9421 Parts 1-3, General Introduction, Guidance on Task Requirements, and Visual Display Requirements). Many other parts will be agreed upon soon. This means that good interface products can be certified with an accreditation from the relevant organisation and hence gain a competitive advantage. On the other hand, poor designs may be legally actionable under certain counties law. ISO VDU standards have already ensured that employers protect workers from eyesight problems which may be caused by prolonged usage. In the near future designers may be sued for poor design. ISO 9241 ISO 9241 addresses the ergonomics requirements for work with Visual Display Terminals (VDT's), both hardware and software. Office tasks including text and data processing are covered by ISO 9241, but CAD and industrial process control tasks are not. Industrial process control is covered by ISO 11064. Issues covered by ISO 9241 include: Workstation layout and postural requirements, human-computer dialogue, software aspects of display design, keyboard requirements and user guidance. In recognition of the fact that many problems attributed to poor equipment design stem, in fact, from poor job design, part of the standard provides guidance on the design of VDU tasks. 61 Relevant Australian Standards AS 3590.1-1990Screen-Based Workstations Part 1 Visual Display Units This standard specifies performance requirements for visual display units (VDU's) incorporating cathode-ray tubes. The standard does not apply to CAD units or to text equipment. AS 3590.2-1990Screen-Based Workstations Part 2 Workstation Units This standard sets out guidelines for the evaluation, design, setting-up, and selection of furniture for desktop, screen-based workstations in offices. The guidelines are aimed at selection of furniture and equipment that will suit particular screen-based tasks and encourage appropriate posture in screen-based equipment (SBE) operators. AS 3590.3-1990 Screen-Based Workstations Part 3 Input devices This standard specifies design requirements for conventional QWERTY keyboards. The standard also includes recommendations on mouse design. AS 3769-1990 Automatic Teller Machines User Access This standard sets out guidelines for the installation of automatic teller machines (ATMs). Included are some recommendations for their design and performance to facilitate unobstructed access to a level, adequately sized, well lit are in front of an ATM, and the provision of features of the user interface of the ATM which are within reach and operable by the greatest possible number of users, under conditions of adequate privacy and security. Excluded are ATM's installed for drive up use. 62 8.2 Guidelines The term guidelines encompasses both the broad principles, which offer general advice and provide a sound foundation for a design, and the specific design rules, which direct details of a design. Guidelines are found in sources such as professional, trade and academic journals, general handbooks and house style guides. Preece (1993) cites the following as the key principles which are found in most guidelines: • Know the user population • Reduce the cognitive load • Engineer for errors • Maintain consistency and clarity 63 8. ENVIRONMENT OF USE 9.1 Introduction Aesthetic considerations that are made during the design process must consider the environment that the product will be placed in. The external form of the final design must integrate with its environment of use. This can be achieved by gaining an understanding of the surrounding area and attempting to coordinate with the 'architecture' of the area. 64 9.2 circular Quay The main features of the Circular Quay area are Sydney Harbour, the Sydney Harbour Bridge and the Sydney Opera House. These are the landmarks for which Sydney is well known. These are the sights that tourists from all over the world have come to see. The Opera House and the Harbour Bridge are both designs which are reflective of Sydney's emotional attachment to the harbour. The Opera House features a very organic form with strong curves. These curves are also echoed on the arches of the Harbour Bridge. Also, infamous in the area is the East Circular Quay Development. These apartment blocks, which have been built adjacent to the Opera House, have been the subject of widespread criticism due to its inappropriateness in an important location. The images below illustrate the key features of the Circular Quay area: Figure 9.1 The Sydney Harbour Bridge and a passenger ship docked in the harbour 65 Figure 9.2 The Sydney Opera House and the East Circular Quay development can be seen in the background. r. Figure 9.3 The location of the existing ticket vending machines at Circular Quay 66 9.3 Street Furniture Based on a commission by the Lord Mayor, Frank Sartor, in 1997, the streets of Sydney have seen the introduction of an integrated range of intelligent and coordinated street furniture. These bus shelters, fruit and newspaper stalls and pay phones have been subjected to a comprehensive brief focussed upon longevity and a coherent approach throughout. The firms of Cox Richardson, Conybeare Morrison and Partners and Tonkin Zuliakha developed the winning bid for the French group JCDecaux. The winning firm being responsible for installing and integrating each suite and coordinating its future maintenance. In acknowledging the inevitability of vandalism, all pieces feature removable steel and/or glass panels and easily cleaned surfaces. These designs have been focussed towards providing shelter rather than an enclosure, and this is reflected in an openness which is best suited to a very dry climate. A curved form has been introduced within the kiosk design to reinforce this sense and to provide a welcoming gesture. Figure 9.4 Sydney Street Furniture: Kiosk 67 Figure 9.5 Sydney Street Furniture: Telephone Booth Figure 9.6 Sydney Street Furniture: Bus Shelter 68 Figure 9.7 Sydney Street Furniture: City Map Figure 9.8 Sydney Street Furniture: Street Lamp 69 D E S I G N 70 10. IISIGN BRIEF 10.1 Introduction The project research was initiated by identifying the problems related with the existing ticket vending machine. This machine had become outdated with all the advancements of today's technology. An opportunity, therefore, existed to make an improvement on the design of the existing ticket vending machine. The research undertaken has covered all the relevant issues regarding the design of the ticket vending machine. The conclusions reached in each area have allowed for a set of design criteria to be developed. The client The client for this project is State Transit. State Transit is the largest operator of buses and ferries in Australia with services covering much of metropolitan Sydney and Newcastle. State Transit is established under the Transport Administration Act, 1988 and, like other bus and ferry operators, works within the regulatory framework of the Passenger Transport Act, 1990. State Transit's vision is of a quality urban environment underpinned by an efficient, attractive public transport network. In pursuit of this vision, State Transit is committed to providing services which meet customers' expectations, at efficient cost levels and with a superior level of customer service. State Transit's legislated objectives include: • To provide safe, efficient, reliable bus and ferry services. • To operate as efficiently as any comparable business. • To exhibit a sense of social responsibility towards the community in which we operate. 71 user Interface The user interface will be a vital part of the final design as it will provide the basis of interaction between the user and the system. A successful interaction will only be achieved if the interface is user friendly and if it addresses all the relevant issues. The user interface will be used by a wide range of users. These users will differ from each other physically, socio-culturally and in their experience and knowledge of interface systems. The user interface must thus be designed to cater for the needs of novice users as well as frequent users. The user interface will feature a touch screen as the input/output device. There are many reasons as to why a touch screen has been chosen. Firstly, touch screens are natural to use as people are used to pointing at objects. This form of input is also very simple and it requires no training. As an input device, the touch screen is probably faster than any other input device. As quickly as pointing a finger, the user's request is processed. New Technology Smart card technology will not be adopted with the redesign of the ticket vending machine. Although smart card technologies benefit consumers in a number of ways where their lifestyles intersect with information and payment-related processing technologies, this technology is still several years away from being fully accepted. Consumer awareness of smart card technology is poor and thus the introduction of a new ticket vending machine with smart card technology may prove to be overwhelming for many consumers. Ergonomics The cognitive aspects address the interaction between the users and the ticket vending machine and how information is transmitted between the two. The key requirements are: • To present the information in a logical and meaningful structure. 72 • The screen display must provide information which is legible, distinguishable, comprehensible, uncluttered and meaningfully structured. • Using names and icons that are meaningful and easily distinguishable. The anthropometric requirements of the ticket vending machine will need to address the diversity in the range of users. Anthropometric guides have been consulted to provide the relevant recommendations (see 7.3). Standards The redesign of the ticket vending machine will adhere to the existing ISO and Australian standards. These well established standards address all aspects of the human-computer interface design. Adopting existing standards ensures that the system receives accreditation as well as ensuring that it addresses all the needs of the users. Environment of use The aesthetic form of the redesign must consider the environment that the product will be placed in. The key features of the environment in the Circular Quay area are the Harbour Bridge, the Opera House and the harbour itself. A study of the street furniture of Sydney found that the trend was to use materials such as steel, stainless steel and glass. The prominent forms featured subtle to strong curves. This was a reflection of Sydney's emotional attachment to the harbour. Materials The material that will be chosen for the final design will depend largely on the form of the final design. The choice of material will need to consider issues such as vandalism, maintenance, and manufacturing capabilities as well as aesthetic issues. 73 11. DESIGN 11.1 concept Development At the completion of the Project Research stage a Design Brief was formulated (see Chapter 10). The understanding of this Design Brief led to the Concept Development stage. The Concept Development stage consisted of initial design sketches followed by a focus group interview. The focus group interview consisted of an unstructured free-flowing interview with eight subjects. The purpose of the focus group interview was to gain some feedback on the design proposals and, if possible, to find a design direction for the final design. In an informal meeting, the subjects were made aware that several concepts have been developed for the redesign of the existing ticket vending machine. The subjects were asked to comment on the design proposals, especially in the areas of integration with the surrounding area and being inviting to use. Usability issues were not the focus of this interview. The concept sketches that were used in the focus group interview are shown on pages 73 - 78. 74 concept A 75 concept B / --fi~-- / ' / . ' 76 concept c .. __ _ -·-·--·- 77 concept D 78 concept E 79 concept F 80 The discussions of the focus group interview were recorded. The key findings are summarized below: concept A The subjects found that this design was very flexible. They thought that the design could adapt to a various number of environments. It was felt, however, that the design did not suggest that it was meant for the Circular Quay area in particular. Several of the subjects found the form to be "hard edged" and that some refinement was required. The angle and the positioning of the controls and displays did make the design inviting to use. Overall Rank: 5th concept B The subjects quite liked the form of this design. The strong curved lines related quite well to the Sydney Harbour Bridge and the Sydney Opera House. The protruding form worked well in presenting the important aspects of the design (the controls and the display) to the user. The simplicity of the form ensures that the design will stand the test of time. Overall Rank: 1st concept c The subjects found the form of this design to be quite dull. The geometric form was quite similar to the State Rail ticket vending machine. There was no integration at all with the Circular Quay area. With regards to being inviting to use, the design was rated as average. Overall Rank: 61h concept D The form of this design was thought to be very innovative. The strong curves and layered effect worked well in relating the design to the form of the Opera House and the Harbour Bridge. Although the design was considered to be quite innovative, in regards to being inviting to use, it also rated as being average. Overall Rank: 2nd 81 concept E The form of this design was in need of greater refinement. The curved surfaces allowed the form to integrate somewhat with the surrounding environment. The location of the controls and the display on a panel which was set back did not prove to be very inviting. Overall Rank: 4th concept F The form of this design was found to be appealing yet it was somewhat likened to a soft drink or confectionery vending machine. The subjects felt that this form may confuse some users. The angle of the front face and its increase in width from the bottom to the top was found to be very inviting to use. Overall Rank: 3rd The focus group discussions recommended that Concept B be developed further (see 11.2 Design Development). There were many positives about this design and with further refinement a successful design solution may be reached. 82 11.2 Design Development The following sketches follow the design development that was carried out with the chosen concept. This stage explored the form further. Refinements were made along the way which addressed aspects such as ergonomic requirements and manufacturing capabilities. / \ ,, .~ .,.- 83 ,,: ~ -+ ~ . -- .t>f~--~ _~...,...,\ 84 l I I I .J < 'I -r----~:::-'='.:··=-·-=--===*==::::~~4-·, ----r--·---. 85 • ~=i:!~'( T1o<:Kt;:,S ,,_") ' - Lr. y • ·--·id•·-c---.i ~,....i,.,.,.__, "~""P • Di~J---=- • £ o,,~ ,.,\) • l•'\~, ... "_'l.10"< 1@,- ~1ttt"( .,-,,"" E, :'j ...:...... J' ., -~-~~:.45 - ••'• t .t l ft,Q"T' 1,\ ,.•::~,, ~ ,::, .: -~--,,- I"" FE FtP-"f ® I® l"'r::~..-:-v , l? !(t"-1!'· F l-~~ _/ I 1 1 ~K~"'t- ,';:> I'! ---., r ~ t.' -· - , ...... ,. ff I ,__ L _~ 1-· c::-1 _J J Fil._ or.o_B_ , 1·•~f .7-.4 ,._•, ·-N \ =---711 ,, 1.~~ I ~ ·-. .-...-....------... _,,_c I l ==- C=J [7~~~ 1£· ~ ~ ~·---= T ~~ -· ~ D~ l - ,.. _)11 86 "'-··[-!.11,'\t-,.'.:,~ v.,n_~,e. :':.,fy!, ,'1:Ct'.. :_j EC • I :.,r-J 111.1 rcY ~ ...,-,. ..ra~ .ir - 'f_$ --- <.<..N ., , _. ,,J. H ~ 'l ..:._ , ,,c -""-~·: i . \ . ··~"-1 ' '·C.~ ~ ..._f ~ I. ) -~'"': t · . ~ .l, J l-~:. :::),, j 87 11.3 screen Design Introduction The visual display through which the users will interact with the ticket vending machine will be a touch screen . A successful interaction will only be achieved if the design of the touch screen meets all the usability requirements of the users. The objectives of the touch screen are to inform the users of how to purchase a ticket as well as providing the means by which to purchase a ticket. The design of the touch screen will need to take into account the fact that the users will vary significantly in their experience of using touch screens. Design Before beginning the design it is important to analyse the information that is to be conveyed. In order to lay out elements in a screen display effectively, it is important to understand the structure of the information. The information must be structured in terms of association, order and importance. (Rivlin, et. al. 1990) • Association. Which items are of the same kind? • Order. In what order should the various elements be presented? • Importance. Which are the most important items? The information that will be conveyed to the users can be grouped into four sections: 1. INSTRUCTIONS: Brief step-by-step instructions on how to purchase a ticket. 2. TICKET TYPE: A list of all the destinations and passenger class (Adult or Concession) selections that can be made. 3. FARE DETAILS: Payment details including Fare Due, Money Tendered and Change Due. 4. CANCEL BUTTON: A transaction can be cancelled at any time provided the full payment has not been made by pressing the Cancel button. 88 Concepts were developed to illustrate the touch screen display. Users were involved in the process of evaluating the various alternatives. The effectiveness of the concepts was examined with the use of sketches of the key frames (as illustrated in Figures 11.1-11.3). These sketches were used to illustrate to the users what the display on the screen would be. Several sketches were used to depict what options were available to the user and what the result of an action would be. This type of testing is very useful as it can avoid a considerable wastage of time and money. It is especially advantageous with software since this is a medium particularly suited to making changes. The user testing and subsequent feedback resulted in the following touch screen displays to be developed: I. PRESS TICKET TYP'E FARE \;\• ILL BE OISPLA 'ED ~ SINGL SINGL R TURN R TURN INN R HARB. I N R HARB. INN R HARB. INN R HARB . ADULT CONC SS ION ADULT CONC SS ION P N..l lON R F RR 'r' T N TRAV EL DAY PASS S EXCUR SION INN R BARB . PASS ARE ENDER CHANGE Figure 11 .1 Screen 1: "Press Ticket Type" 89 2. INSERT CO INS/NOT ES C ANGE 'i•\'ILL BE G IVEN SINGLE INN R HARB . CONCESS ION ARE TENDER C ANGE $1. 60 0. 00 0. 00 Figure 11 .2 Screen 2: "Insert Coins/Notes" 3. TAKE TI CK ET FRO M TRAY SINGLE INNER HARB . CONCESS ION ARE ENDER CHANGE $1.co $1.co o.oo Figure 11.3 Screen 3: "Take Ticket From Tray" 90 The touch screen display was divided into four sections. The instruction box occupied the largest section and it was located at the top. Step-by-step instructions are provided in this box as well as prompts to aid the user. Black lettering on a white background is used to make the display easy to read. This style has been used for all the areas in which the text is changing. The middle section features touch screen buttons for all the ticket types available. As each ferry wharf services different routes, the machines will be customized to the needs of each wharf. This results in a reduction of options for the user and hence less confusion. The examples that are illustrated on pages 90-91 are for wharf number four. The bottom section of the touch screen display is divided into two sections. Three-quarters of the screen on the left provides information regarding fare details. These are broken down into "Fare·, "Tender" and "Change". Once again, black lettering on a white background will be used to display the various amounts. The bottom right of the touch screen display features a large "Cancel" button. This button is red to ensure that it is prominent and it features white text. Purchasing a Ticket When a user approaches the ticket vending machine to purchase a ticket he/she will be confronted by Screen 1 (see Figure 11.1 ). The instruction box will ask the user to "PRESS TICKET TYPE" and it also states that the "FARE WILL BE DISPLA YEO". In this example the user has a choice of eight tickets to choose from. These eight choices have been blocked in pairs based on similarity. Four shades of blue have been used to group these choices. For example, the "Single Inner Harb. Adulr and the "Single Inner Harb. Concession" are grouped together on a light blue background. After the user makes a choice by pressing a button, he/she is confronted by Screen 2 (see Figure 11.2). 91 On this screen the instructions change to "INSERT NOTES/COINS" and the user is also instructed that "CHANGE WILL BE GIVEN". In the middle section the chosen button is highlighted as the remaining buttons fade out. The bottom section displays the fare in the fare box (e.g. $1.60) and the tender and change box display 0.00. At this point the user inserts his/her coins or notes in either the coin slot or the notes slot. Both of these slots are conveniently located to the right of the touch screen. As the user inserts his/her money the tender amount displays the total sum entered and the change amount displays the change required, if any. Once the amount tendered is equal to the fare then the user is asked to "TAKE TICKET FROM TRAY" (see Figure 11.3). The tray is also located conveniently below the touch screen. The ticket tray will be illuminated when the ticket is issued. At any stage during the ticket purchasing process, before the total amount has been tendered, the user can press the "CANCEL" button to end the process. At this stage any money that has been tendered will be refunded. 92 11.4 Final Design Perspective view (B&W) 93 Perspective Rendering -- 94 Design Features Map d S-1drc1 arbou err, rruro:; F roiJLdirg rur,·oo orrn 'A' i:f i:: i"';itir g r. ou ::c ~ - - -_:;-_;;;;-_-:---, 1,..!:l tHUL.: 11 1,tltCM -- • • 'J • •• U:rTTCU.TTV,. .J., ...... ,.. .,...: .. a Lmgc 0:>Ld°J1:accr o::, J:(O.' i:fo irpl.".'<1Jlpl.". ------la ::sr.; - ,_ SiJcrg agariclon, r. o . ~ ir'.cgr.t.c wi!h t ic __. srvira·na- r. S-Nir,9 open doa~ a mai'. tsrnrcs 95 VIEW 700 SIDE Machine VIEW T TICKETS vending 900 FRON FERRY Ticket Drawing 800 Rail 1 mm in dimensions State Dimension All 11.5 Design Documentation This research project was initiated by identifying the shortcomings of the existing Sydney Ferries ticket vending machines. These machines had become outdated and they were not serving their intended purpose. An opportunity thus existed to make an improvement on the existing design. The key areas of improvement that were addressed in the redesign were usability, visual appeal and new technology. The design methodology that was followed attempted to make the users the focus of the design activity. This was achieved by conducting several focus group discussions at various stages of the design process. The feedback that was obtained during these sessions was used to push the design through to completion. 97 Form The early concepts that were created approached the redesign from several angles. A final design concept was chosen with the feedback from a focus group. The concept that was chosen features a slightly organic form. There are several key reasons as to why this form has been chosen. Firstly, the curved protruding form of the front face provides a 'soft' appearance which provides a user-friendly and inviting appearance to the ticket machine. There are two parts to this curved front face. The top half is where the users interact with the machine. A larger radius has been used on this part which ends at just below the horizontal center line of the machine. The bottom half is only used for maintenance and servicing and thus a small radius has been used to ensure that it is mostly hidden from the users. (See sketch below) AREA CF CCt ,I\C I l.ar~r mdi.l:: ::cd / 'b J:tC::a· ~ Rrlilcc to rte rnn 21:RVICE & t,\l\lt I Et.At CE ,il,Rbl\ 3millcr rndi.J:: u::cd r.o ClWG - •on, .-rA't\'° •ra, rte ::a:; The second key reason as to why this form has been chosen is because it successfully integrates with its environment of use. The strong curved form of the design relates very well to the neighboring forms of the Opera House and the Harbour Bridge. The soft blue finish of the ticket vending machine also relates to its proximity to the harbour. 98 Material The design brief for the redesign required the ticket vending machine to be aesthetically pleasing and structurally sound. The material that has thus been chosen to meet these requirements is stainless steel (see Appendix C for full specifications). Stainless steel will be used in both structural and sheet form to manufacture the ticket vending machine. The minimal form of the final design lends itself to the use of stainless steel. This form can be easily manufactured with stainless steel. The aesthetic qualities of stainless steel have also been utilized to ensure that the final design integrates with its environment and is inviting to use. Ergonomics Ergonomic issues were at the forefront in the redesign of the ticket vending machine. Success with the redesign will only be achieved by reducing the difficulties that the users experience whilst purchasing a ticket. Ergonomic recommendations have been followed to ensure that these difficulties are kept to a minimum. The key aspect of the redesign is the way in which the user's cognitive needs have been met. Visually and physically the user only interacts with the top half section of the front face. The form of the ticket machine addresses this fact by presenting this section to the user while attempting to conceal the remaining body. Upon confronting this front face, the user is informed of the machine's purpose and what all the possible options are. The key areas of interaction (touch screen, instructions and money entering tools) are located in an area which is accessible to all users, both visually and physically. The instructions are printed on the front panel as well as on the touch screen. The printed instructions are provided for those users who fail to approach the screen first. Western convention reads horizontally across from the top left comer to the bottom right comer. Following this convention, the users will approach the touch screen first. The touch screen has been kept quite large (300mm x 300mm) because it is the key area of interaction. A large screen 99 is easier to read and interact with. Following the instructions on the touch screen (see Section 11.3), the users shall be able to successfully purchase a ticket. safety A key aspect of the design is the issue of safety. At any one time the ticket vending machine carries a large amount of money and this can make it a target to vandals. This issue has been addressed by installing a secure lock on the front door. This special type of lock is provided by security firms and they can only be accessed by the intended persons. 100 12. APPENIICES 101 Appendix A: Questionnaire TICKET VENDING MACHINE SURVEY The purpose of this survey is to establish the difficulties encountered by commuters whilst using ticket vending machines. Could you please answer the following questions based on your experience of using the Sydney Ferry Ticket Vending Machine (TVM). Please tick the most appropriate answer 1. How often do you purchase a ticket from the TVM? D Infrequently (Less than once a month) D Occasionally (Once a month) D Frequently (Once a week) D All the time (More than once a week) 2. I purchase my ticket from the TVM because: D The ticket booth is closed D The ticket booth line is too long D I was unaware of the ticket booth D The TVM is easier to use D The TVM is quicker to use 3. I find the TVM's inviting to use: D Strongly Agree D Agree D Neither Agree nor Disagree D Disagree D Strongly Disagree 4. I find that the design of the TVM integrates well with the Circular Quay area: D Strongly Agree D Agree D Neither Agree nor Disagree D Disagree D Strongly Disagree 5. I find that the ticket purchasing instructions are clear to follow: D Strongly Agree D Agree D Neither Agree nor Disagree D Disagree D Strongly Disagree Please turn over 102 6. I find that the ticket purchasing instructions are legible to read: o Strongly Agree o Agree o Neither Agree nor Disagree o Disagree o Strongly Disagree 7. The steps required to purchase a ticket are logical and easy to follow: o Strongly Agree o Agree o Neither Agree nor Disagree o Disagree o Strongly Disagree 8. The display screen is clear and legible: o Strongly Agree o Agree o Neither Agree nor Disagree o Disagree o Strongly Disagree 9. The feedback provided was clear and helpful: o Strongly Agree o Agree o Neither Agree nor Disagree o Disagree o Strongly Disagree 10. The coin-slot is appropriately located: o Strongly Agree O Agree O Neither Agree nor Disagree O Disagree O Strongly Disagree 11. Gender: 12. Age: OM o Under 16 OF 0 16 - 24 0 25 - 34 0 35 - 44 0 45 - 54 0 55+ Thank you for your time and assistance 103 Appendix B: survey Results The results of the survey are as follows: 1. How often do you purchase a ticket from the TVM ? 14 18 13 5 2. I purchase my ticket from the TVM because: The ticket booth is closed 0 The ticket booth line is too long 19 I was unaware of the ticket booth 22 The TVM is easier to use 1 The TVM is quicker to use 8 3. I find the TVM's inviting to use: Strongly Agree 2 Agree 5 Neither Agree nor Disagree 7 Disagree 26 Strongly Disagree 10 4. I find that the design of the TVM integrates well with the Circular Quay area: Strongly Agree 0 Agree 8 Neither Agree nor Disagree 8 Disagree 21 Strongly Disagree 13 104 5. I find that the ticket purchasing instructions are clear to follow: Strongly Agree 6 Agree 12 Neither Agree nor Disagree 18 Disagree 9 Strongly Disagree 5 6. I find that the ticket purchasing instructions are legible to read: Strongly Agree 15 Agree 19 Neither Agree nor Disagree 8 Disagree 6 Strongly Disagree 2 7. The steps required to purchase a ticket are logical and easy to follow: Strongly Agree 16 Agree 23 Neither Agree nor Disagree 3 Disagree 6 Strongly Disagree 2 8. The display screen is clear and legible: Strongly Agree 3 Agree 4 Neither Agree nor Disagree 7 Disagree 15 Strongly Disagree 21 105 9. The feedback provided was clear and helpful: Strongly Agree 2 Agree 5 Neither Agree nor Disagree 8 Disagree 14 Strongly Disagree 21 10. The coin-slot is appropriately located: Strongly Agree 4 Agree 3 Neither Agree nor Disagree 8 Disagree 21 Strongly Disagree 14 11. Gender: 22 IMale Female 28 12. Age: Under16 2 16-24 14 25-34 17 35-44 9 45-54 6 55+ 2 106 Appendix c: stainless steel 304 specifications Composition Grade 304L is a low carbon 304 often used to avoid possible sensitisation corrosion in welded components. Grade 304H has a higher carbon content than 304L, which increases the strength (particularly at temperatures above 500 degrees Celsius). This grade is not designed for applications where sensitisation corrosion could be expected. Both 304L and 304H are available in plate and pipe, but 304H is less readily available ex-stock. 304L and 304H are sometimes stocked as standard 304. Composition of 304 and related grades: Grade C% Cr% Mn% Ni% Si% P% S% UNS S30400 304 0.08 18-20 2.00 8-10.5 1.00 0.045 Corrosion Resistance Grade 304 has excellent corrosion resistance in a wide range of media. It resists ordinary rusting in most architectural applications. It is also resistant to most food processing environments, can be readily cleaned, and resists organic chemicals, dye stuffs and a wide range of inorganic chemicals. Heat Resistance 304 has good oxidation resistance in intermittent service to 870 degrees Celsius and in continuous service to 925 degrees Celsius. Continuous use of 304 in the 425-860 degrees Celsius range is not recommended if subsequent exposure to room temperature aqueous environments is anticipated, but it often performs well in temperatures fluctuating above and below this range. 304 has excellent toughness down to temperatures of liquefied gases and finds application at these temperatures. 107 Appendix c: Stainless steel 304 specifications Physical & Mechanical Properties Like other austenitic grades, 304 in the annealed condition is virtually non-magnetic (i.e. very low magnetic permeability). After being cold worked, however, it can become significantly attracted to a magnet (reversible by annealing). Like other austenitic steels, 304 can only be hardened by cold working. Ultimate tensile strength in excess of 1000Mpa can be achieved and, depending on quantity and product form required, it may be possible to order a specific cold-worked strength. Annealing is the main heat treatment carried out on grade 304. This is accomplished by heating to 1010-1120 degrees Celsius and rapidly cooling - usually by water quenching. Mechanical properties of grade 304 (annealed condition): Tensile Strength 515MPa min 0.2% Proof Stress 205MPamin Elongation 40%min Brinell Hardness 201HB max Rockwell Hardness 92HRB max Vickers Hardness 210HV max Fabricability Grade 304 has excellent forming characteristics. It can be deep drawn without intermediate heat softening -characteristic that has made the grade dominant in the manufacture of drawn stainless parts, such as sinks and saucepans. It is readily brake or roll formed into a variety of other parts for application in the industrial, architectural and transportation fields. 108 Appendix c: Stainless Steel 304 Specifications Fabricability (cont') Grade 304 has outstanding weldability and all standard welding techniques can be used (although oxyacetylene is not normally used). Post-weld annealing is often not required to restore 304's corrosion resistance, although appropriate post-weld clean-up is recommended. Machinability of 304 is lower than most carbon steels. The standard austenitic grades like 304 can be readily machined, provided that slower speeds and heavy feeds are used, tools are rigid and sharp, and cutting fluids are used. An 'improved machinability' version of 304 also exists. Cost Comparisons 'First cost' comparisons can only be approximate, but the guidelines in the table below are suggested for sheet material in a standard mill finish suitable for construction projects. Lifecycle cost parameters will, in many applications, dramatically increase the appeal of stainless over its first cost competitors. Material Approx. Price ($/kg) Glass 0.2 Mild Steel 1.0-1.5 Hot dip galv. Steel 1.5-2.5 304 Stainless 4.0-5.0 Aluminium Alloy 4.0-5.5 316 Stainless 5.0-6.0 Copper 8.0 Brass 8.5 BronzeBronze 10.0 109 Appendix c: stainless steel 304 specifications Forms Available Grade 304 is available in virtually all stainless product forms, including coil, sheet, plate, strip, tube, pipe, fittings, bars, angles, wire, fasteners, castings and some others. 304 is also available with virtually all surface finishes produced on stainless steel. Applications Alternative grades to 304 should be considered in certain environments and applications, including marine conditions, environments with temperatures above 50-60 degrees Celsius and with chlorides present, and applications requiring heavy section welding, substantial machining, high strength or hardness, or strip with very high cold-rolled strength. However, typical applications for 304 include holloware, architectural, food and ~verage processing, equipment and utensils, commercial and domestic kitchen construction, sinks and plant for chemical, petrochemical, mineral processing and other industries. With this breadth of application, grade 304 has become a fundamental alloy in modem industry. 110 13. REFERENCES 1. Australian Science and Technology Council, 1990, Your Word Is My Command, Pirie Printers, Australia. 2. Australian Stainless, The Australian Stainless Steel Development Association, No. 10, October, 1997. 3. Baber, C. 1997, Beyond The Desktop, Academic Press, California. 4. Cox, K. & Walker, D. 1990, User-Interface Design, Advanced Education Software. Australia. 5. Dix, A., Finlay, J., Abowd, G., & Beale, R., 1993, Human-Computer Interaction, Prentice Hall, London. 6. Jay, Trevor, (1998). Interview 7. In Luczak, H., Cakir, A.E., & Cakir, G., (eds) (1992). Work With Display Units, Abstract Book of the Third International Scientific Conference on Work with Display Units, 1-4 September 1992, Berlin, pp E24-E25. (Design of Visual Displays in Ticket Vending Machines, A.S. Adams and R.R. Hall, UNSW, Australia) 8. Kroemer, K.H .E., & Grandjean, E. 1997, Fitting The Task To The Human, 5th ed ., Taylor & Francis, Great Britain. 9. Pheasant, S. 1992, Bodyspace, 4th ed ., Taylor & Francis, London. 10. Preece, J. 1993, A Guide To Usability, Human Factors In Computing, Addison-Wesley, England. 11 . Preece, J., 1996, Human-Computer Interaction, Addison-Wesley, England. 12. Rivlin, C., Lewis, R., & Cooper, R. D. , 1990, Guidelines For Screen Design, Blackwell Scientific Publications, The University Press, Cambridge. 13. State Transit Annual Report 1996/97, State Transit Authority, Level 29, Northpoint, 100 Miller St., North Sydney, NSW 2060. 111