08-31-2019, 05:26 PM
(08-31-2019, 01:11 PM)danbrotherston Wrote: This is the point though, we already have similar interfaces, if someone uses one wrong, and another one right, there is a difference in design between those two systems which is causing users to make a mistake on one.
The place to tap the card on the kiosk is right be side the screen and highly visible. It has the *exact* same image on it as where you put the card on the farebox in the busses to tap. The three people I helped that day clearly understood what to tap on the touchscreen and that it was telling them to present their card, and the same goes for most of the people I have watched over the past 2 months. They also understood where they needed to present the card as they were not trying to tap elsewhere other than the sensor. The part of the process that is failing is only the part of holding the card to the sensor for the "tap" action. So which design element, pray tell, is making these users not lay their fare card right on that spot the same way for kiosks as they are able to do for the fareboxes?
(08-31-2019, 01:11 PM)danbrotherston Wrote: I actually didn't see any mistakes on buses, and people already have been using tap cards on payment terminals.
Then you were not watching. Every other person at the start, it seemed, had to be told to lay the card flat for the tap.
(08-31-2019, 01:11 PM)danbrotherston Wrote: Honestly, I've been using the system for a while, and I find it physically awkward to use right, it's so poorly designed, it cannot be used with one hand (before the card holder) and the onscreen instructions actually lead to improper use, and worse, the error message that comes from improper use does not in any way help the user solve the problem.
I can use it easily with one hand to pay for a trip. I hold my phone in my right hand, extend my forefinger, tap the two buttons necessary to validate my monthly pass, and then plunk my phone down on the sensor with the pocket holding my card face down. "Beep!" I'm done.