From Parking Meters to Vending Machines: A Study of Usability Issues in Self-Service Technologies

Henderson, H; Grace, K; Gulbransen-Diaz, N; Klaassens, B; Leong, TW; Tomitsch, M

From Parking Meters to Vending Machines: A Study of Usability Issues in Self-Service Technologies

Henderson, H Grace, K Gulbransen-Diaz, N Klaassens, B Leong, TW Tomitsch, M

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Publisher:: TAYLOR & FRANCIS INC
Publication Type:: Journal Article
Citation:: International Journal of Human-Computer Interaction, 2023, ahead-of-print, (ahead-of-print)
Issue Date:: 2023-01-01

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Field	Value	Language
dc.contributor.author	Henderson, H
dc.contributor.author	Grace, K
dc.contributor.author	Gulbransen-Diaz, N
dc.contributor.author	Klaassens, B
dc.contributor.author	Leong, TW
dc.contributor.author	Tomitsch, M https://orcid.org/0000-0003-1998-2975
dc.date.accessioned	2024-03-14T04:14:50Z
dc.date.available	2024-03-14T04:14:50Z
dc.date.issued	2023-01-01
dc.identifier.citation	International Journal of Human-Computer Interaction, 2023, ahead-of-print, (ahead-of-print)
dc.identifier.issn	1044-7318
dc.identifier.issn	1532-7590
dc.identifier.uri	http://hdl.handle.net/10453/176697
dc.description.abstract	This paper describes a mixed-methods usability study of seven diverse Self-Service Technologies (SSTs). SSTs mediate many of our everyday interactions with individuals, businesses, and government organizations. Parking meters, transport ticket machines, electric vehicle recharge points, and fast-food ordering kiosks are all likely familiar examples of this category of technology, promising convenient access to products and services. Despite their ubiquity, many SSTs suffer from severe usability issues, the nature of which have not been explored to date by the HCI community. This study evaluates the interactions between users and a broad sample of SSTs, details the usability issues that occurred, explores their connections and consequences, and presents a set of design considerations that may lead to their remediation.
dc.language	English
dc.publisher	TAYLOR & FRANCIS INC
dc.relation.ispartof	International Journal of Human-Computer Interaction
dc.relation.isbasedon	10.1080/10447318.2023.2212228
dc.rights	info:eu-repo/semantics/openAccess
dc.subject	08 Information and Computing Sciences, 16 Studies in Human Society
dc.subject.classification	Human Factors
dc.subject.classification	44 Human society
dc.subject.classification	46 Information and computing sciences
dc.title	From Parking Meters to Vending Machines: A Study of Usability Issues in Self-Service Technologies
dc.type	Journal Article
utslib.citation.volume	ahead-of-print
utslib.for	08 Information and Computing Sciences
utslib.for	16 Studies in Human Society
pubs.organisational-group	University of Technology Sydney
pubs.organisational-group	University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	University of Technology Sydney/Provost
pubs.organisational-group	University of Technology Sydney/Strength - HCTD - Human Centred Technology Design
pubs.organisational-group	University of Technology Sydney/Faculty of Engineering and Information Technology/School of Computer Science
pubs.organisational-group	University of Technology Sydney/Provost/TD School
pubs.organisational-group	University of Technology Sydney/Strength - VI - Visualisation Institute
utslib.copyright.status	open_access	*
dc.date.updated	2024-03-14T04:14:49Z
pubs.issue	ahead-of-print
pubs.publication-status	Published
pubs.volume	ahead-of-print
utslib.citation.issue	ahead-of-print

Abstract:

This paper describes a mixed-methods usability study of seven diverse Self-Service Technologies (SSTs). SSTs mediate many of our everyday interactions with individuals, businesses, and government organizations. Parking meters, transport ticket machines, electric vehicle recharge points, and fast-food ordering kiosks are all likely familiar examples of this category of technology, promising convenient access to products and services. Despite their ubiquity, many SSTs suffer from severe usability issues, the nature of which have not been explored to date by the HCI community. This study evaluates the interactions between users and a broad sample of SSTs, details the usability issues that occurred, explores their connections and consequences, and presents a set of design considerations that may lead to their remediation.

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http://hdl.handle.net/10453/176697