Error analysis of ticket vending machines: comparing analytic and empirical data

Connell, Iain

doi:10.1080/001401398186522

Cited by 13 publications

(7 citation statements)

References 33 publications

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“…In field studies, there is little opportunity to do so, and, ethical considerations aside, attempting to query real users about their use of ticket vending machines, in real time (when the main intent is to board a train, not talk to people with clipboards) is fraught with difficulty. (This study did involve some attempts at interviewing, with as little success as those in Connell (1998)). It is ironic that the very advantage of a field study, with all the additional context and situational background that it affords, may be the main source of disadvantage in making user behaviour less ambiguous.…”

Section: Discussionmentioning

confidence: 98%

“…As noted in Connell (1998), the level at which usability problem descriptions are grouped can make a considerable difference when comparing one set of problems (or issues) against another. In that study, the tactic of grouping problems at a higher level achieved an apparent increase in the predictive power of an error analysis method called DEA (Christie et al 1995) from 50% to 85%.…”

Section: Discussionmentioning

confidence: 99%

“…The two most frequent non-critical issues also involved mechanical or, broadly, hardware configuration problem which had therefore not been picked up by either CASSM or CW. Nor did either method account for the continuing incidences of a phenomenon first noticed in Connell (1998), namely that users would abandon one machine (predominantly the MFM) for the other, having selected a ticket and ascertained the price, even when the MFM is giving change (and accepting coins of the same denomination as the FFM). We shall merely remark on the persistence …”

Section: Missesmentioning

confidence: 96%

“…Observations of ticket machine use were made in similar fashion to those in two previous studies by the first author (1990( -1991( and 1996 I. Connell et al (1998)), namely overall usage tallies followed by detailed machine -user interactions (see Section 3). However, whereas the previous studies were concerned with error analyses, the focus of the current study moves away from errors towards the wider context of the London Underground ticketing system.…”

Section: The Ticket Machine Observationsmentioning

confidence: 99%

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CASSM and cognitive walkthrough: usability issues with ticket vending machines

Connell¹,

Blandford²,

Green³

2004

Behaviour & Information Technology

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We focus on the ability of two analytical usability evaluation methods (UEMs), namely CASSM (Concept-based Analysis for Surface and Structural Misfits) and Cognitive Walkthrough, to identify usability issues underlying the use made of two London Underground ticket vending machines. By setting both sets of issues against the observed interactions with the machines, we assess the similarities and differences between the issues depicted by the two methods. In so doing we de-emphasise the mainly quantitative approach which is typical of the comparative UEM literature. However, by accounting for the likely consequences of the issues in behavioural terms, we reduced the proportion of issues which were anticipated but not observed (the false positives), compared with that achieved by other UEM studies. We assess these results in terms of the limitations of problem count as a measure of UEM effectiveness. We also discuss the likely trade-offs between field studies and laboratory testing.

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Section: Discussionmentioning

confidence: 98%

Section: Discussionmentioning

confidence: 99%

Section: Missesmentioning

confidence: 96%

Section: The Ticket Machine Observationsmentioning

confidence: 99%

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CASSM and cognitive walkthrough: usability issues with ticket vending machines

Connell¹,

Blandford²,

Green³

2004

Behaviour & Information Technology

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“…For the research object we simulated an existing device with high complexity (multiple functions and system states), namely a Ticket Vending Machine (TVM) for Berlin public transport. Most TVMs are complex in structure and older adults often have difficulties using them, so that several studies have already been conducted on the usage and acceptance of TVMs [Connell 1998;Marcellini et al 2000;Tacken et al 2005]. Moreover, their efficient use is becoming increasingly important in daily life, as service counters are closed.…”

Section: The Alisa Project: Training Support For Older Adults To Use mentioning

confidence: 98%

Video Modeling for Training Older Adults to Use New Technologies

Struve¹,

Wandke²

2009

ACM Trans. Access. Comput.

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The increasing permeation of technology in our society leads to the challenge that everybody needs to interact with technology systems. Older adults often meet difficulties while trying to interact with complex, demanding systems in their daily life. One approach to enable older adults to use new technologies in a safe and efficient way is the provision of training programs. In this article we report about a promising training strategy using video modeling in conjunction with other instructional methods to enhance learning. Cognitive as well as socio-motivational aspects will be addressed. We assessed if guided error training in video modeling will improve learning outcomes for a Ticket Vending Machine (TVM). To investigate if the training method might be beneficial for younger adults as well, we compared 40 younger and 40 older adult learners in a guided error training course with error-free training. Younger and older participants made fewer mistakes in guided error training, but no differences occurred in task completion times. Moreover, self-efficacy increased with training for both age groups, but no significant differences were found for the training condition. Analysis of knowledge gains showed a significant benefit of guided error training in structural knowledge. Overall, the results showed that guided error training may enhance learning for younger and older adults who are learning to use technology.

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Usage patterns of a web-based library catalog

Cooper

2001

J. Am. Soc. Inf. Sci.

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This article reports on a model and patterns of use of a library catalog that can be accessed through the Internet. Three categories of users are identified: individuals who perform a search of the catalog, tourists who look only at opening pages of the library catalog's site, and Web spiders that come to the site to obtain pages for indexing the Web. A number of types of use activities are also identified, and can be grouped with the presearch phase (which takes place before any searching begins): the search phase, the display phase (in which users display the results of their search), and phases in which users make errors, ask the system for help or assistance, and take other actions. An empirical investigation of patterns of use of a university Web-based library catalog was conducted for 479 days. During that period, the characteristics of about 2.5 million sessions were recorded and analyzed, and usage trends were identified. Of the total, 62% of the sessions were for users who performed a search, 27% were from spiders, and 11% were for tourists. During the study period, the average search session lasted about 5 minutes when the study began and had increased to about 10 minutes 16 months later. An average search consisted of about 1.5 presearch actions lasting about 25 seconds, about 5.3 display actions, and 2.5 searches per session. The latter two categories are in the range of 35-37 seconds per session each. There were major differences in usage (number of searches, search time, number of display actions, and display time), depending upon the database accessed.

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Error analysis of ticket vending machines: comparing analytic and empirical data

Cited by 13 publications

References 33 publications

CASSM and cognitive walkthrough: usability issues with ticket vending machines

CASSM and cognitive walkthrough: usability issues with ticket vending machines

Video Modeling for Training Older Adults to Use New Technologies

Usage patterns of a web-based library catalog

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