Faster transactions increase satisfaction

Amberlight, a consultancy specialising in human-computer interactions, has been hired to improve the user interface of self-service ticket machines operated by South Eastern Trains, UK. The vending machines were supplied by Scheidt and Bachmann. South Eastern Trains passengers were observed buying tickets by Amberlight personnel, who then introduced themselves and asked if the customer would explain their thoughts, processes and actions. Questionnaires were distributed and two customer focus groups organised. Passengers pressed more buttons than were needed for common transactions, increasing the chances of mistakes. They were aware of queues behind them. It was recommended that user testers should work with train operators and machine manufacturers during part of the ticket machine design process.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/03735346
• Publication Date: 2006-3

Language

• English

Media Info

• Pagination: p130
• Serial:
  • Railway Gazette International
  • Publisher: DVV Media Group
  • ISSN: 0373-5346
  • Serial URL: http://www.railwaygazette.com/about-us.html

Subject/Index Terms

• TRT Terms: Attitudes; Equipment; Interviewing; Payment; Psychological stress; Public transit; Railroad transportation
• Geographic Terms: United Kingdom
• Subject Areas: Finance; Planning and Forecasting; Public Transportation; Railroads; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 01089746
• Record Type: Publication
• Source Agency: TRL
• Files: ITRD
• Created Date: Mar 12 2008 10:21AM