Final Project- Interview and Observation

Kisha Munson

October 28, 2010

Interface Design

Final Project Part 2: Observation

            It was impossible for me to find people who would allow me to interview them. I was in three states, and not one person agreed to let me interview them for this project. It is understandable, because they were in bus and train stations and had places to go. Or they just did not want to be bothered. So, I decided to observe my boyfriend using the MTA Metrocard Vending Machine, and my good friend who I visited over the weekend who lives in the District of Columbia area and used the Metro Vending Machine.

Persona 1

Name: Ivan Anthony Fraticelli

Age: 38

Education: some college

Ethnicity: ½ Italian and ½ Puerto Rican

Occupation: Veterinary Technician

Location of Interview: 175^th Street Station, Washington Heights, New York City

Question 1: How often do you use the MTA Metrocard Vending Machine?

Answer: I use it about once a week.

Question 2: What language do you choose on the main screen?

Answer: English. I’ve picked Spanish by mistake when in a rush, but it doesn’t matter since I speak Spanish as well.

Question 3: What kind of Metrocard do you purchase? Single ride, refill exisiting Metrocard, or an Unlimited?

Answer: I always refill my card. I never buy unlimited because I don’t know when I’m going to a housecall. I could end up just wasting my money if I don’t use it enough. If my card isn’t working, I’ll just buy a brand new one.

Question 4: Do you find the machine easy/moderate/difficult to use?

Answer: It’s easy. I’ve been using it for so long, I don’t remember if I had a hard time using it in the beginning. The only problem I have sometimes is that it won’t accept my dollar bills because they’re slightly wrinkled. And the machines seem to break down a lot.

Question 5: What would you change about the machine to make it easier for you to use (meaning the layout)?

Answer: I don’t know. My biggest issue with it is when I try to insert money. Dollars aren’t always neat and crisp, and the vending machine only seems to accept brand new bills. One little wrinkle in the bill, and you can’t do anything with it. I’ve seen people have to ask strangers for change because the machine wouldn’t take the dollar bills, or they didn’t have a credit card to use to buy a card. That’s the only thing I can think of that bothers me about the machine. But a lot of vending machines are like that.

Persona 2

(First off, let me say that I never thought I would find a ticket vending machine worst than the New Jersey Transit ticket machine. And then I encountered the DC Metro ticket machine. How people use that thing, I will never be able to figure out. The interface was shockingly horrendous. I appreciate NJ Transit a little more now.)

Name: Lahela Kahulani Chapman

Age: 32

Education: some college

Ethnicity: Hawaiian/Chinese and Welsh

Occupation: Former Veterinary Technician, now working in boyfriend’s parent’

Location of Interview: Eastern Market subway station, Washington, DC

Question 1: How often do you use the MTA Metrocard Vending Machine?

Answer: One to two times a week. I usually ride with Marko.

Question 2: What language do you choose on the main screen?

Answer: English.

Question 3: What kind of subway ticket to you purchase?

Answer: I buy a $20.00 Fare card and use it til it runs out. Then I buy another one.

Question 4: Do you find the machine easy/moderate/difficult to use?

Answer: I guess moderate. I’m still getting used to the machine. I guess the more I use it, the more I’ll understand it.

Question 5: What would you change about the machine to make it easier for you to use (meaning the layout)?

Answer: Well, there is A LOT going on. It’s really confusing when you look at it.  It’s definitely overwhelming. So maybe they should consider that less is more? And I really don’t like that when you buy your card, it (the machine) literally spits it out at you. You need to have your hand right at the dispenser. Once when I bought a card, the machine spit it out and there was a gust of wind in the station, and the ticket flew away. I wish it were like the Metrocard machine, where the ticket comes out partially and you have to actually take it out the machine.

Question 6: So you prefer the NYC Metrocard machine to the DC Metro machine?

Answer: Oh, yeah, definitely. It’s way easier to use. And it doesn’t spit tickets out at you!

Interface Design Final Project Proposal

Kisha Munson

October 21, 2010

Interface Design

Final Project Proposal

                       Interface Redesign:  New Jersey Transit Ticket Vending Machine

For my final project for Interface Design, I had several ideas. First I wanted to create an interface for finding dog parks in New York City. However, I decided against it because even though I think dog parks are important, I do not have much experience in dealing with them. So I decided to do a redesign of the New Jersey Transit Ticket Vending Machine.

In the first class assignment “Describe the Best and Worst Interface You Have Used”, I chose the NJ Transit Ticket Vending Machine as the worst. The previous vending machines were not fancy, but they were much easier and faster to use. Unfortunately, New Jersey Transit does not believe in the old adage, “If it ain’t broke, don’t fix it.”; they proved this to be true by upgrading to a more high tech, larger, brighter, and bolding ticket vending machine. Like many modern interfaces, the new vending machines are nice to look at, but functionality wise, it is horrible. It is the perfect definition of design over function.

If you have ever been through the Port Authority, you would know that it is a very fast paced building; New Jersey commuters in particular are constantly in a rush to either get to work or go home. These new vending machines have slowed things down significantly. Many people who are not used to the new vending machines will just stare at the touch screen in confusion; this causes two problems. First off, they are staring at it because they really do not know the steps that it takes to purchase a ticket. And secondly, because they are staring at the machine, a line is forming behind them filled with annoyed commuters. And if you do know how to use the machine, it is still tricky. The touch screen is very sensitive, causing the purchaser to accidentally purchase the wrong thing or go to the wrong screen. Also, there is unnecessary backtracking in regards to the quantity of tickets. Some commuters give up altogether, and go to an actual ticket agent to purchase their tickets. All of these issues cause the commuter to be late or miss their bus.

My goal for the redesign is to make the machine more efficient and less time consuming. I will start my research by taking photographs of the machine and each screen. I will study the screen and machine, and create a redesign of each to improve functionality.

I've been neglecting my blog. Sorry, blog!

Anyway, I admit, I have not finished reading the book (so much reading this semester!). But I do plan on finishing it because I actually do find it interesting. It goes along well with Ray Kurzweil's book that I'm reading for another class.

So, in the last class we discussed our final project. Right now, I'm really leaning towards redesigning the interface for the NJ Transit Vending Machine. So many people (myself included) are affected by the difficulty of using the interface. If I could design it to make it a little bit easier and faster to use, that would be great.

Readings

In Chapter Six, Norman has a section called "Putting Aesthetics First". I could really relate to this section because this is the main issue I have with many objects nowadays.

I have always preferred functionality over style. What good is the object, regardless of how stylish or pretty it is, if it practically unusable. And people STILL purchase these items. Why? Because it looks good. Or it's expensive. Nevermind the fact that they have no clue on how the thing operates. Unfortunately, even though the object has poor functionality, nothing is really said about these issues to the designers, because they continue to make high-end, aesthetically pleasing products that cannot be used to it's fullest capacity due to the poor design of the interface.
However, this is not always the designer's fault. In the section, "The Designer's Clients May Not Be Users", Norman give examples of landlords purchasing washing machines, or stove ranges. The landlord does not actually use the product; he/she is simply just purchasing it for the building, and the tenants will use it. Unfortunately, if the washing machine or stove is difficult to use, the tenant cannot send the product back. They can merely complain to their landlord who, in turn, will more than likely not do anything about the situation, therefore 'forcing' the tenant to learn how to operate these items.

Assignment Two-Task Analysis

For this assignment, the user will be attempting to operate a Sony CyberShot  DSC-S2100 digital camera. The user is very unfamiliar with digital cameras. The interview is as follows:

Questions: italicized text

Actions: regular text

User Quotes: bold type

Persona

• Name: Jasmine Munson
• Age: 60
• Education: Bachelor of Science degree in Business Administration.
• Family: Widow. I have one adult child (Kisha Munson).
• Job Title and Major Responsibilities: I’m a Customer Service Representative at United Water and I handle customer relations.
• Goals:  I will be attempting to operate a digital camera.
• Environment: At Home
• Goal for this project: I want to be able to use the camera…um... (slight pause)… I want to get the most out of the camera, regarding to what I need it for.

Question 1: You’re holding the camera. What are your initial thoughts on the design and general layout of the interface? 

(Now holding camera and staring at it) I like the big screen. The other camera’s was kind of small.  (What about the buttons?) The only thing I understand is “Menu”, and I have no idea what the menu shows (now turning camera to view all sides) Well, I see the on/off button. I know what to do with that.

Question 2: Are the buttons easy to figure out (on/off, zoom, etc.)?

I see the on and off button, but I don’t know where zoom is. I see the word

“open”; I assume that’s for the battery. (Presses on/off button, and turns camera on) Oooh!!           

Question 3:  How easy is it for you to take a simple, straightforward photo?

I don’t know. I assume I would click this button that has no label on it

(points to correct button, which is the shutter button). Where is the “zoom” button? (stares at camera for a few seconds) I don’t know. There’s a round button with four different symbols and the only one I recognize is the one that will symbolize “Flash”. The rest, I don’t know. And there’s a “Smiley Face”. (now presses shutter button and takes a photo. Sees a flash) Oh, there’s the flash! But…what’s the smiley face? This is interesting. Have you figured out where the zoom button is yet? (Looks at camera interface) No, give me a hint (I tell her no, find it yourself). Is it this button? (points to Menu section) No, it is not. Is it…here? (finally points to correct button) Oh! There we go.

Question 4: What about the interface can be improved (larger buttons, better labeling? etc). It could use more labeling. And the labels that it does have don’t really tell you anything…I would have never known that was the zoom button. Why not put a “Z” on the button. Instead, it says “W” and “T”. What does that even mean?

Question 5: Final thoughts on the camera (good, bad, ugly)?

(looking at camera for a few seconds). I like it. But I need to read the instruction book, which I don’t have time for. I have a feeling a lot of stuff can be done with the camera if I knew what I was doing. I don’t understand a lot of the labeling. I guess that’s why I need the instruction book. I want to press “Menu” but I’m afraid. Can I press it? Yes. (presses Menu button and menu options appear). Oh! (goes through menu options) I don’t know what any of this means (turns off camera). It’s a nice camera if I knew what I was doing or what things meant!

Photo of User 

Photo of Camera tested