Automatic Ticket Vending Machine Redesign
Evaluated Mumbai local's Automatic Ticket Vending Machine (ATVM) user performance, focused on usability & ergonomics receptivity for seasoned as well as emergent users.
Role
Student
Project Duration
3 Weeks
About
001
Automatic Ticket Vending Machine (ATVM), is a direct, easy and faster way to cut off to those old UTS (Unreserved Ticketing System) queues for getting daily and seasonal tickets for Mumbai local trains. Phased out CVM (Coupon Validating Machine) was its previous alternative.
Automatic Ticket Vending Machines (ATVM) are Smart Card based ticket vending machines introduced by IR to reduce passenger queue at ticket counters. These are touch screen based ticketing kiosks connected to UTS Server.
These stand alone machines are operated by the passenger themselves or by facilitators.
Aim & Scope
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The goal of this user research project is to understand Mumbai's Automatic Ticket Vending Machine (ATVM), with a focus on specifically optimising the ergonomics and interaction design elements to cater to the distinct needs and preferences of people, particularly new users, non frequent users and novice users.
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Since the research is based on the user interactions with the existing ATVM interface and difficulties associated with the same, our target users are emergent and infrequent users of the machine.
Research
003
Literature review
We initiated our secondary research by delving into the realm of existing ATVM machines and their evolution and innovation over time. This paper gave us some great insight:
Automatic Ticket Vending via Messaging Service (ATVMS) Kaushal Mahesh Ambani, Harshil Mayur Gandhi, Priyank Jayesh Shah (Published at International Journal of Computer Applications) (2012)
Contemporaries
Here is a comparative table of the two other contemporaries for the ATVM within the Mumbai Local Ticket Booking systems, between four major factors affecting user preference.
Primary Research
004
​In primary research, we divided the research process into two - Inquiry and Inspection Methods.
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Primary user tasks:
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Book Single Journey Ticket (using Map) - 2 adults
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Book Single Journey Ticket (using Map) - 1 adult 2 children, First Class and Superfast
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One way Journey Ticket (using Fast Booking)- to Kalyan
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Book return Journey Ticket (Fast Booking) - to Panvel
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Buy Platform Ticket - 5 people
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Recharge your Railway smart-card (For Rs.150)
Evaluation Methods
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Interviews
We conducted over 15+ user interviews following user tasks, covering demographics, ATVM usage, ease of use, payment experiences, and gathering valuable feedback for improvements.
Hierarchal Task Analysis
We used Hierarchical Task Analysis (HTA) to help evaluate, understand and divide complex tasks into smaller sub tasks or goals.
SHERPA
The Systematic Human Error Reduction and Prediction Approach (SHERPA) is employed in tandem with Hierarchical Task Analysis (HTA) to provide a more nuanced assessment of each user-performed task or activity, shedding better light on their execution.
NASA TLX
We utilised the NASA Task Load Index (NASA TLX) as a tool to gauge and subjectively assess the mental workload (MWL) of users while they performed diverse tasks on the ATVM machine.
Eye Movement Tracking
Eye movement tracking, using the LocEye Tracker, enabled precise data collection on individuals' visual focus, attention duration, and stimulus engagement sequence during task execution.
Heuristics
User Control and Freedom: There is a lack of real world references or icon in an area with high interaction this makes its tough for user to navigate.
Recognition Rather Than Recall: It is a cognitive load for users as there is no easy interaction elements that is recognisable and requires them to remember it instead.
Visibility of System Status: Lack of a progress bar or other signalling mechanism leaves the user in the dark about the next step and how many are still to come.
User Control and Freedom: There are restrictions on how freely users may navigate and remedy mistakes, such as the absence of a back button.
Aesthetic and minimalist design: There is no visual hierarchy, there are some design decisions, like the image of the Gateway of India in the backdrop of the main page, and the general aesthetics and design of the interface may appear redundant and unappealing.
Key Insights
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The interface was visually heavy and users found it difficult to navigate through.
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Users discovered that the UI is designed for both locals and seasoned users. not suitable for beginners.
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Users found the map confusing.
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Users didn’t always have cash change and hence moved towards ATVMs.
Redesign
007
I redesigned the ATVM interface and physical form after thoroughly analyzing research insights.
For the interface, I revamped the map to allow users to easily select different routes, introduced micro-interactions and iconography to enhance intuitiveness, and broke down a single page into multiple steps to reduce cognitive load. Additionally, I streamlined the process into a single user flow to minimize confusion.
In terms of physical ergonomics, I redesigned the smartcard scanner and ticket retrieval area, giving them distinct shapes to address the confusion caused by their previous identical dimensions. I also raised both components by a few inches to improve user comfort and accessibility.
Old user interface
New user interface
