Operation of Public Transportation Ticket Vending Machine in Kraków, Poland: An Eye Tracking Study

Abstract

Whereas the majority of evaluations of self-service kiosks are based on interviews or observations and as such are burdened with personal bias, eye tracking was seen as a method for an objective analysis. To demonstrate the feasibility and usability of such an assessment technique, the task of purchasing a public transportation ticket from a modern ticket vending machine in Kraków, Poland was evaluated. The test participants relatively easily operated the machine with time taken to purchase a ticket ranging from 54 s for foreigners not familiar with the equipment to 29 s for local inhabitants. Even though the number of gazes recorded for the foreigners group was 2.4 times higher than for the local test participants, the fixation times were almost equal. Faulty or delayed operation of the payment terminal was a meaningful equipment issue encountered by eight test participants. The study demonstrated that the operation of the analysed ticket vending machine should not cause much trouble to anyone. The use of an eye tracker, which was employed for such an assessment for the first time, permitted the identification of possible operational ambiguities that could hinder the user experience without the bias associated with other assessment techniques. The used method was found to be efficient and the results provided valuable information.

Social Anxiety dan Perceived Performance terhadap User Acceptance dan Kepuasan Pengguna dalam Penggunaan Ticket-Vending Machine

“…Selain kounter tiket, sejauh ini penyedia layanan kereta api di Indonesia telah menawarkan pembelian tiket kereta api melalui pembelian secara mandiri melalui ticket-vending machine (Sriningrum, 2015), mobile applications (Arnani, 2022), electronic money (e-money) (Thenniarti, 2022), dan bahkan barcode scan dari hasil pembelian tiket melalui aplikasi mitra (Nita, 2022). Adapun sistem pembelian yang ditawarkan semakin canggih, seperti menggunakan smartphone atau kartu e-money, tidak semua segmen memiliki niat dan kemampuan untuk mengutilisasi kecanggihan tersebut sehingga meninggalkan opsi terakhir, yaitu ticket-vending machine apabila kounter tiket terlalu ramai dan penumpang tidak memiliki banyak waktu untuk mengantre (Pashkevich, Szarata, Burghardt, Jaremski, & Šucha, 2021).…”

Digital Media Use in Public Space – An Observational Study of Self-Service Technology During Covid19-Pandemic.

“…Particularly in the case of vending machines, it is clear that some customers have already routinised their manual operation of touchscreens, so they are cable of doing other things like using their own smartphone simultaneously. Pashkevich et. al.…”