A Usability Study of the Automatic Ticket Vending Machines for the Middle-aged and Elderly Patrons: The Case of the Taipei Mass Rapid Transit System

Abstract

This study explores the usability problems for the middle-aged and elderly users of the automatic ticket vending machines of Taipei Mass Rapid Transit System. Thirty two middle-aged and elderly users (16 men and 16 females) were observed in their actual uses of the machines, and 9 of them (6 men and 3 women) were interviewed afterwards. The results show that, first, most senior users observed in this study made mistakes at the first step of touching the screen that initiates the ticket buying process. Second, the feedback and voice guidance design need further improvement to facilitate the senior users’ operation of the machines. Based on the findings, this study recommends that: (1) the operation instruction may be improved by enhancing the color contrast and graphics complementing of caption and voice guidance; (2) the transaction interface should be simplified, avoiding using button symbol to show information, and the visual instruction should be supplemented with voice instructions; (3) operation feedback should be strengthened and in line with previous use experience. (Article content in Chinese with English extended abstract)

Keywords

• the middle-aged and elderly
• usability
• automatic ticket issuing machines
• hierarchical task analysis (hta)
• human failure modes and effects analysis (hfmea)