MTA Subway Ticket Machine

Assumptions:

- Press on-screen “Start” button to begin
- Follow on-screen instructions from this point forward
- Choose to refill or get new metrocard
- Choose fare type
- Choose payment method
- Insert payment method
- Select if receipt is desired
- Retrieve ticket and receipt

In the TYPICAL CONTEXT the user finds him- or herself in is one that causes ANXIETY. Usually the user-to-be can expect to be in a queue waiting to use the machine and get their metrocard. If they aren’t already experiencing anxiety (maybe running late and don’t have time to wait in line), once it is their turn anxiety really sets in. Anxiety results from the need to be quick to get a metrocard before those waiting behind you become impatient.

Observations:
*Note observations took place on a weekday during morning rush hour.

On average each user took approximately 1 minute to complete their transaction and receive their metrocard. The time of observation suggests that for the majority of people observed, this is not their first time using the machine and have become accustomed to its user interface.

After realizing the screen was a touchscreen, the user interface does a pretty good job of prompting the user for their next action. For those not sure what type of metrocard they want, this is the first point of hesitation in which a decision has to be made. Afterward when the user chooses a payment option, they quickly survey the machine to see where the machine accepts their credit card or cash. The many slots for credit cards, cash, receipts and tickets has a tendency to confuse. Finally, the metrocard and receipt (if desired) is dropped into the lower compartment for retrieval (which some users cannot find).

*Had I observed this public interactive technology on a weekend or at a tourist-heavy station, my findings most likely would’ve been more dramatic. I doubt it was the first time using the machine for anyone I observed on this particular morning. In short, I think everyone would experience more difficulty using this machine the very first time. The user learns from their first experience and knows what to expect next time.

Another interesting interface design choice was to use the touch screen for all user input, except typing the zip code associated with the user’s credit card. For this input, the user has to leave the touchscreen and use a keypad found elsewhere on the machine.

UPDATE: It’s been suggested that using the physical keypad for zipcode entry is most likely a security measure.